The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

Abstract

Purpose

This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews.

Design/methodology/approach

Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality.

Findings

The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department.

Originality/value

To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

外包活动对服务质量认知的影响：基于酒店顾客在线评论的实证研究研究目的

通过分析在线顾客评论, 本研究旨在探索外包酒店部门活动对顾客服务质量的认知影响。

研究设计/方法/途径

为探知外包酒店活动和服务质量之间的关系, 本研究借用了三个重要的旅游在线评论网站建立了三个模型。

研究结果

研究结果表明再三项数据库中, 酒店外包对酒店的在线名声有负面影响。高程度的外包降低顾客对服务质量的评价, 推介率, 以及顾客对酒店的感知价值。此外, 本研究为酒店各项部门都建立了对应的不同模型。

研究原创性/价值

本论文作为对酒店外包活动对顾客在线评论影响的首次实证研究。本研究也是首次探讨外包和顾客评分作为一项绩效指标的研究。

Citation

Espino-Rodríguez, T.F. and Rodríguez-Díaz, M. (2021), "The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers", Journal of Hospitality and Tourism Technology, Vol. 12 No. 4, pp. 689-711. https://doi.org/10.1108/JHTT-03-2020-0064