Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews

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dc.contributorAalto-yliopistofi
dc.contributorAalto Universityen
dc.contributor.authorLi, Hongxiuen_US
dc.contributor.authorLiu, Yongen_US
dc.contributor.authorTan, Chee Weeen_US
dc.contributor.authorHu, Fengen_US
dc.contributor.departmentDepartment of Information and Service Managementen
dc.contributor.organizationTampere Universityen_US
dc.contributor.organizationCopenhagen Business Schoolen_US
dc.contributor.organizationZhejiang Normal Universityen_US
dc.date.accessioned2020-06-01T06:51:58Z
dc.date.available2020-06-01T06:51:58Z
dc.date.issued2020-04-13en_US
dc.description.abstractPurpose: Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments. Design/methodology/approach: This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China. Findings: By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction. Research limitations/implications: The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts. Practical implications: The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement. Originality/value: The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.en
dc.description.versionPeer revieweden
dc.format.mimetypeapplication/pdfen_US
dc.identifier.citationLi, H, Liu, Y, Tan, C W & Hu, F 2020, ' Comprehending customer satisfaction with hotels : Data analysis of consumer-generated reviews ', International Journal of Contemporary Hospitality Management, vol. 32, no. 5, pp. 1713-1735 . https://doi.org/10.1108/IJCHM-06-2019-0581en
dc.identifier.doi10.1108/IJCHM-06-2019-0581en_US
dc.identifier.issn0959-6119
dc.identifier.otherPURE UUID: 3d6a5e40-6dc1-4b66-8f39-7835d712b0d2en_US
dc.identifier.otherPURE ITEMURL: https://research.aalto.fi/en/publications/3d6a5e40-6dc1-4b66-8f39-7835d712b0d2en_US
dc.identifier.otherPURE LINK: http://www.scopus.com/inward/record.url?scp=85083186338&partnerID=8YFLogxKen_US
dc.identifier.otherPURE FILEURL: https://research.aalto.fi/files/42817597/10_1108_IJCHM_06_2019_0581.pdfen_US
dc.identifier.urihttps://aaltodoc.aalto.fi/handle/123456789/44482
dc.identifier.urnURN:NBN:fi:aalto-202006013455
dc.language.isoenen
dc.publisherEmerald
dc.relation.ispartofseriesINTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENTen
dc.rightsopenAccessen
dc.subject.keywordConsumer-generated reviewen_US
dc.subject.keywordCustomer satisfactionen_US
dc.subject.keywordHotel managementen_US
dc.subject.keywordThree-factor theoryen_US
dc.titleComprehending customer satisfaction with hotels: Data analysis of consumer-generated reviewsen
dc.typeA1 Alkuperäisartikkeli tieteellisessä aikakauslehdessäfi
dc.type.versionpublishedVersion
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