Business travellers’ hotel expectations and disappointments: A different perspective to hotel attribute importance investigation |
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Authors: | Sara Dolnicar |
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Institution: | Assistant professor in the Institute for Tourism and Leisure Research , Vienna University of Economics and Business Administration E-mail: sara.dolnicar@wu‐wien.ac.at |
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Abstract: | Hotel attribute importance studies have a long tradition in hospitality research. This study investigates the issue for business travelers by asking the respondents to state their expectations and disappointments / dissatisfaction in an open question format instead of rating the importance of attributes directly. The aim of the study is twofold: (1) to learn about expectations and past disappointments of this particular segment to provide additional insight for customizing hotel offers and (2) to investigate whether the findings reported in literature so far are mirrored or not. |
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Keywords: | Business Travellers Hotel Star Category Hotel Attribute Importance Hotel Guest Expectations Hotel Guest Disappointments |
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