Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts |
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| Affiliation: | 1. Florida Atlantic University, Hospitality Management, FAU College of Business, 777 Glades Road, Boca Raton, FL 33431, USA;2. Indiana University, Department of Recreation, Park, and Tourism Studies, 1025 E. Seventh Street, SPH Building 133, Bloomington, IN 47405-7109, USA;1. Texas Tech University, College of Human Sciences, Department of Retailing, Hospitality and Institutional Management, United States;2. School of Hotel and Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK 74078-6173, United States;3. Department of Hospitality and Tourism Management, Virginia Tech University, 352 Wallace Hall, Virginia Tech, 295 West Campus Drive, Blacksburg, VA 24061, United States;1. Department of Tourism Management, School of Management, Zhejiang University, Hangzhou 310058, China;2. School of Hotel and Tourism Management, Hong Kong Polytechnic University, Hung Hom, KowLoon, HongKong;3. Department of Business Administration, School of Management, Zhejiang University, Hangzhou 310058, China;4. Department of Recreation, Park and Tourism Sciences, Texas A&M University, College Station 77840, USA;5. College of Education, Zhejiang University, Hangzhou 310058, China;1. School of Information Technology, Deakin University, Vic 3125, Australia;2. School of Hotel & Tourism Management, The Hong Kong Polytechnic University, Hong Kong Special Administrative Region;3. School of Business, Sun Yat-Sen University, Guangzhou, Guangdong, 510275, China;1. Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;2. Department of Business Information Technology, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;3. Department of Computer Science, Virginia Tech, Blacksburg, VA 24061, USA;4. Center for Business Intelligence & Analytics, Department of Accounting and Information Systems, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;1. Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;2. Department of Hotel, Restaurant & Institutional Management, University of Delaware, Newark, DE 19716, USA;3. Department of Integrated Information Technology, College of Hospitality, Retail, & Sport Management, University of South Carolina, Columbia, SC, USA;1. School of Hospitality and Tourism Management, University of Surrey, GU2 7XH, Guildford, UK;2. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong |
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| Abstract: | Given that many lodging businesses cannot afford to provide satisfactory services to people with mobility challenges, this study recommends a strategic order of service attribute development to maximize customer satisfaction with minimal costs. The crucial lodging service attributes of this population are identified and distinguished by degrees of influence on customer satisfaction based on the analyses of 543 web travel reviews. The results suggests prioritizing the bottom-line delivery of basic and performance factors (i.e. room access and staff attitude capability), whereas optionally offering the delivery of excitement factors or above-and-beyond delivery of performance factors, such as luggage and equipment support and general lodging features. Being the first attempt to integrate quantitative and qualitative web content analysis with Penalty-Reward Contrast Analysis, this study captures the real-life tourist service evaluation criteria with improved accuracy and reliability. It also enables a thorough and efficient exploitation of customer-generated web textual data. |
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| Keywords: | Mixed methods Content analysis Web data Guest satisfaction Disabilities eWOM Lodging services Strategic service management |
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