The impact of cleanliness on customer perceptions of security in hostels: A WOM-based approach |
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| Institution: | 1. Faculty of Law and Social Sciences, Rey Juan Carlos University, Paseo de los Artilleros s/n, 28032 Madrid, Spain;2. Faculty of Commerce and Tourism, Complutense University of Madrid, Av. de Filipinas, 3, 28003 Madrid, Spain; |
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| Abstract: | While research has shown that security, cleanliness and location are key attributes when customers choose hostels, the relationship between these attributes has not been properly examined. We take a word-of-mouth (WOM) approach to study the relationship between these attributes using data from a leading hostel booking website. Based on our empirical study, we find that customer perceptions of hostel security are primary determined by the cleanliness of the establishment, followed by its location. |
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| Keywords: | WOM Security Cleanliness Hostels Location eWOM Word-of-mouth |
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