Guest satisfaction & dissatisfaction in luxury hotels: An application of big data |
| |
| Institution: | 1. School of Management, Zhejiang University, Hangzhou 310058, China;2. School of Business, James Cook University, Queensland 4811, Australia;1. Cardiff Business School, College of Arts, Humanities & Social Sciences, Cardiff University, Aberconway Building, Colum Drive, Cardiff, CF10 3EU, UK;2. Suffolk Business School, Faculty of Arts, Business and Applied Social Science, University of Suffolk, Waterfront Building, 19 Neptune Quay, Ipswich, IP4 1QJ, UK;1. School of Hospitality, Tourism and Events, Taylor’s University, Subang Jaya, Selangor Darul Ehsan, 47500, Malaysia;2. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, 4800 Calhoun Road, Houston, Texas, 77004, USA;3. Department of Integrated Resort and Tourism Management, University of Macau, Avenida da Universidade, Taipa, Macau SAR, China;1. Hospitality Management Program, Peter T. Paul College of Business and Economics, University of New Hampshire, Durham, NH 03824, United States;2. Department of Human and Consumer Sciences, Ohio University, 79 South Court Street, Athens, OH 45701, United States;3. Department of Human Sciences, The Ohio State University, 1787 Neil Avenue, Columbus, OH 43210, United States;4. Department of Marketing, Florida Atlantic University, 777 Glades Road, Boca Raton, FL 33431, United States;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. Department of Decision Sciences, College of Business, San Francisco State University, 1600 Holloway Avenue, San Francisco, CA, 94132, United States;2. Department of Management, Operations, and Marketing, College of Business Administration, California State University, Stanislaus, One University Circle, Turlock, CA, 95382, United States;3. Department of Geography, University of Georgia, 210 Field St, Athens, GA, 30602, United States |
| |
| Abstract: | In order to understand the pivotal attributes of luxury hotel service in Malaysia, this study analyses big data in the form of online reviews, as available in TripAdvisor. The content analysis, which was performed using the word frequency analysis has revealed that the main themes of luxury hotel service quality include hotel-related attributes, room-related attributes, staff-related attributes, travel-related attributes, and possible outcomes. The critical incident technique has also been performed to examine the antecedents and outcomes of hotel guests’ satisfaction and dissatisfaction. In this study, quality of rooms and interaction with employees have been determined as major drivers of customers’ word of mouth and revisit intentions. This study contributes with an empirical analysis of particular features of textual context and discussion of the concept of luxury service in the developing countries has been largely neglected so far. |
| |
| Keywords: | Luxury hotel service Online review Service quality Satisfaction Dissatisfaction Post-purchase behavior |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
