Hotel Guests' Cumulative Satisfaction Updating Process in the Context of Service Failure and Service Recovery

ABSTRACT

Consumers constantly revise their satisfaction judgments as they gain new service experience. While some researchers found that consumers weigh their prior cumulative experience more heavily than their most current individual service encounters when updating their cumulative overall satisfaction, others found the opposite result. Following the development of the literature, this study investigated customers' satisfaction updating process in the context of service failure and service recovery in the hotel industry. The results of the data analysis show that when updating overall satisfaction, participants weighed their current service encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of different levels of service failure and service recovery. The findings of this research also suggest that once customers experience service problems, it is difficult to bring customers' satisfaction level back to where it was.     

Business Traveler Satisfaction with Hotel Service Encounters

Abstract

This study examines customer satisfaction with a series of hotel services. Five service encounters were examined in a sample of business travelers (n = 140) who had stayed in Hong Kong hotels. Overall satisfaction and repurchase intention were differentially impacted by the various service encounters. Business center encounters had the greatest effect on business traveler satisfaction, followed by check-out and check-in encounters. Interestingly, room and restaurant encounters had the least impact on satisfaction. The delivery of good core services alone cannot guarantee customer satisfaction. Hotels must also pay attention to peripheral service delivery, because these encounters help to shape the customer's overall level of satisfaction and repurchase intention.     

Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion

As the use of international airports has been increasing, airports have emerged as a remarkable background in the tourism industry. To address this, the present study aimed at (1) investigating the relationships among the variables of airport physical environments, customer emotion, and satisfaction, (2) verifying which attribute of airport physical environments has significant impact on customer emotion, and (3) examining the mediating role of emotion between airport physical environments and customer satisfaction. The snowball method was introduced to collect the data. According to the findings from the structural analysis, three components of airport physical environments had decisive effects on pleasure. However, most of airport physical environments were insignificant on arousal, and arousal had invalid impact on satisfaction. Customer emotion was found as a partial mediator between the identical attributes of airport physical environments and customer satisfaction. Discussions and implications for airport practitioners, limitations, and suggestions for future research were also provided.     

An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints

Abstract

The quality of a guest's hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain. This should be viewed as an opportunity for the hotel's management. However, some hotel direct guest contact personnel may view guest complaints as causes for panic rather than opportunities for improving the hotel operation. Guests whose complaints were resolved satisfactorily were willing to return back to the hotel. Proficiency in handling their complaints results in greater guest satisfaction and loyalty. The application of the research will be on Hotel Assistant Managers/Guest Relations Agents to investigate whether they are applying the necessary steps and techniques to solve guests' complaints related either to tangible or intangible products in hotels. Results indicate that Hotel Assistant Managers and Guest Relations Agents could improve their effectiveness in handling guests' complaints. Assistant Managers were found in this study to be better at handling complaints than Guest Relations Agents.     

Service Recovery Readiness in Australian Hospitality and Leisure Operations

ABSTRACT

Hospitality and leisure operations across Australia have experienced phenomenal growth over the past few decades. This growth can be attributed to globalisation, deregulation, increased household disposable income, and technological advancements. As organisations continue to strive for a competitive edge, increased attention is given to consistency and reliability of service delivery. However, given the significant human element in the production and consumption of services, mistakes are inevitable (albeit not intentional). Service recovery is therefore a central ingredient in maintaining quality of service delivery. It facilitates customer satisfaction, increases loyalty and repeat patronage, and fosters positive word-of-mouth recommendation. The present paper develops an integrated model of the key concepts of service delivery-illustrating the importance of the relationships among service quality, empowerment, and service recovery. To obtain a better understanding of the importance that organisations place on service recovery, an exploratory study is presented. This consisted of interviews and questionnaires across selected hospitality and leisure operators in Australia. The findings show that service recovery is viewed as an important component of business practices. However, there are noticeable gaps-particularly in relation to organisational readirecovery.     

How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction,Service Recovery,and Perceived Value

This study develops a conceptual model of the effects of service quality on customer loyalty that reflects the mediating role of customer satisfaction and the moderating role of service recovery and perceived value, and applies this model to the travel industry. A survey and analysis confirm that customer satisfaction is positively influenced by service quality, and customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is indirectly influenced by service quality through the mediator of customer satisfaction. The relationship between service quality and customer satisfaction is found to be stronger for customers who have a positive experience of service recovery; and the correlation between customer satisfaction and customer loyalty is stronger for customers who perceive high service value.     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

How Customer Personality Traits Influence Brand Loyalty in the Coffee Shop Industry: The Moderating Role of Business Types

This study examines how perceptions associated with customer personality traits can affect customer satisfaction, customer brand identification (CBI), and involvement as well as the development of brand loyalty. Social identity theory was applied to explain these effects as it relates to coffee shop businesses and further investigate relationships between customers and a brand. The verified model with a survey sample of 743 customers confirmed that customer personality traits had significant effects on customer satisfaction and CBI. Customer satisfaction had positive effects on CBI, involvement, and brand loyalty. CBI had significant influences on involvement and brand loyalty. Involvement was, in turn, positively associated with brand loyalty. In addition, the relationships between these variables were moderated by business type (i.e., independent coffee shop vs. franchise coffee shop).     

The Impact of Culture on Self-Service on Technology Adoption in the Hotel Industry

Abstract

Increasingly technology based solutions are being used to deliver customer service within the international hotel sector. Frequently, these are being driven by cost and operational efficiency concerns, rather than customer service concerns. The argument is presented in this paper that the undifferentiated use of these solutions across international hotel chains without consideration of the diversity of national cultures that may utilize these services may impact negatively on customer service and organizational performance. A number of propositions are suggested both for further academic research and as factors for consideration by hotel managers in this sector.     

Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis

This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, food and beverage management, convenience to tourist destinations and value for money are identified as excellent factors that customers booking both luxury and budget hotels consider important and for which the performance is much satisfactory to them. Customers paid more attention to, but were less satisfied with, bed, reception services and room size and decoration. Most determinants of customer satisfaction also showed a consensus over luxury versus budget hotels, except for factors referring to lobby and sound insulation. As per its findings, the article concludes by presenting theoretical and managerial implications.     

Examining Antecedents and Consequences of Brand Personality in the Upper-Upscale Business Hotel Segment

ABSTRACT

Relying on Aaker's (1996 Aaker, D. A. 1996. Building strong brands, New York: Free Press.  [Google Scholar]) dimensions of brand personality, this study investigated the relationships between brand personality and its antecedents and consequences in the upper-upscale business hotel segment. Two dimensions of brand personality––competence and sophistication––were confirmed. User imagery was found to be the strongest predictor of brand personality, while trust had the significant mediating effect on the relationship between brand personality and loyalty. The theoretical and practical implications of this study's findings are included to assist both academicians and practitioners in the lodging industry in enriching their understanding of customers' perceptions of and attitudes toward hotel brand.     

Moderating Role of Gender in the Relationship between Hotel Service Quality Dimensions and Tourist Satisfaction

Gender has frequently been identified as one of the key attributes and predictors in developing marketing strategy. This study examines the moderating role of gender in the relationship between hotel service quality dimensions and tourist satisfaction with hotel service delivery. The results derived from multi-group structural equation modeling via the AMOS 5.0 computer program revealed that gender significantly moderated the relationship between service quality dimensions and tourist satisfaction with hotel service delivery. Empathy and tangibles both contributed as the most important significant predictors of tourist satisfaction with hotel service delivery for male tourists as opposed to female tourists. It is statistically confirmed that men and women appear to respond to different aspects of a service encounter when making judgments about their satisfaction.     

Deploying Self-Service Technology in Luxury Hotel Brands: Perceptions of Business Travelers

Traditional brick-and-mortar companies are embracing the use of self-service technology (SST) to enhance the services they offer and to gain customer loyalty. The objectives of doing so are to stay at the forefront of today’s marketplace and improve service, efficiency, and profitability. However, SST directly eliminates the traditional service encounter from which luxury hotels benefit. With the rising popularity of SST and benefits it brings to both hoteliers and customers contradicting the importance of the personal service encounter to luxury hotel brands, it is critical for hoteliers to learn about the importance of SST and luxury brand identity in order to bring the greatest satisfaction to both parties. This article examines business travelers’ perceptions of SST adoption by luxury hotel brands in Hong Kong. The results emphasize the importance of both personal service and SST in satisfying customer needs and in increasing profitability.     

Analysis of E-commerce and information technology applications in hotels: Business travelers' perceptions

Numerous research studies have been conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to business operation, profit, output, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' perceptions in order to improve customer service. One of the problems in the hospitality industry is that customers want advanced e-commerce and IT applications, but restaurants and hotels are not necessarily implementing them. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for hospitality practitioners about customer perceptions relative to e-commerce and IT applications.     

关于服务过程质量管理的思考

本文剖析了导致服务过程质量问题的因素,提出了目前在服务过程质量管理中存在着两大难点:一个压力点--对“真实瞬间“的管理;一个盲点--对顾客行为的管理,并就实践中如何加强对这“两点“的管理作了深入的探讨.     

高职酒店管理类专业实践教学模式创新思考

高职院校是培养高等应用技术型人才的摇篮,酒店管理专业是实践性很强的专业,按照传统的"放羊式"、突击式"实习模式培养的人才,已越来越不符合社会对酒店人才的需要。寻找到一种科学有效的教育模式成为教育界迫切需要解决的问题。该文从分析传统酒店管理类专业实践教学存在的问题入手,介绍了一种新型的实践教学模式——"全程产学交叉",剖析了该模式的内涵与特点,并对该模式的实施效果与启示作了分析。     

基于期望差异模型的RBD顾客满意度研究--以广州市北京路步行商业区为例

北京路步行商业区是广州城市游憩体系中重要的组成部分。本文运用期望差异模型对北京路步行商业区的顾客满意度进行了研究。研究发现，总体上顾客对北京路步行街的感知实绩低于期望．对北京路购物功能的满意度较高，娱乐休闲满意度稍逊。在实证研究的基础上，指出了期望差异模型的不足．并提出了新的期望差异概念模型。新的概念模型显示，服务实绩对于顾客的满意度具有决定作用。     

Putting the Dollar Signs on Quality: The Cost of Experienced Problems in the Hotel Industry

This work presents a calculation for the cost of problems experienced in the hotel industry. The calculation is then applied both to the cost of problems experienced and the cost of problems not reported. The calculation presents data at the brand level to illustrate the calculation. By using this formula, hotels, brands, and companies can both identify and monitor the dollar cost of problems experienced to help in their cost/benefit analysis of service improvement efforts.     

Interpretive structural modeling of quality factors in both medical and hospitality services in the medical tourism industry

This study aims to theoretically integrate quality factors of both medical and hospitality services in medical tourism. Medical tourism comprises both medicine and tourism. Although the core product in medical tourism is medical treatment, attractive hospitality and travel options are also essential. Despite the dual nature of medical tourism, the two aspects of this concept have not been integrated in a unique framework. This study attempts to fill this gap using interpretive structural modeling (ISM). According to ISM, although factors of medical services and hospitality services are independent from each other, these factors have vital impacts on perceived value, satisfaction, and loyalty.     

对北京郊区乡村旅游发展现状的调查研究

近20年来,我国乡村旅游的迅猛发展以及在改变乡村贫困落后面貌中的巨大作用引起国家领导的高度重视.在国家"十一五"规划中将发展乡村旅游确定为解决三农问题的重要手段,因此乡村旅游的可持续发展至关重要.本文通过对北京郊区乡村旅游经营状况以及服务质量满意度的调查研究,指出制约乡村旅游深入发展的问题,并针对这些问题提出对乡村旅游深入研究的议题.