Search results

Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality standard. Three service gaps are explored through a questionnaire survey of guests and managers in ten Cretan hotels. The study finds that there is a divergence between the perceptions of service quality of guests and managers, and that the greatest gaps exist in hotels of the highest quality classification. Finally, some implications of the ISO standard in hotels are discussed.

This paper reviews the literature on hotel guest questionnaires, also commonly known in the industry as comment cards. Considered a hotel tradition, the ubiquitous questionnaire remains the primary method employed by mainstream hotels to elicit and record guest feedback despite shortcomings in data reliability and response rates. Hence questionnaires play a key facilitation role in the collection of guest feedback (guest–hotel dyad in hotel communication). The paper traces the history of questionnaire utilization in the hotel industry, and examines evolutionary changes in terms of form and function. A typology of questionnaire genre is constructed. Used either independently or in combination with other methods, the traditional paper guest questionnaire has been complemented or even superseded by e-based variants. Obsolescence threatens the paper questionnaire as technology uptake permeates the hotel industry. This paper considers a “service innovation” by using the questionnaire as a communication tool along the hotel–guest dyad. A back-to-basics approach potentially yields a valuable and cost-efficient guest service encounter opportunity whilst mitigating questionnaire data deficiencies.

Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth (WOM) and electronic word-of-mouth (eWOM). This study aims to investigate the impacts of the quality perceived by hotel guests on their positive emotions, negative emotions, perceived value and satisfaction; verify the impacts of the price on perceived value and satisfaction; examine the impacts of satisfaction on WOM and eWOM; and test the moderating effect of hotel guests’ behavioural engagement on social networking sites (HGBE-SNS) on the relationship between satisfaction and eWOM.

This survey included 371 guests who assessed their experiences at three Brazilian hotels. Structural equation modelling tested the hypothetical model supported by the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974).

The quality perceived by hotel guests (stimulus) positively impacts perceived value, positive emotions and satisfaction and negatively affects negative emotions (organism). Price (stimulus) negatively impacts perceived value but does not affect satisfaction. Perceived value positively impacts satisfaction. Satisfaction positively impacts WOM and eWOM (responses). The HGBE-SNS moderates the relationship between satisfaction and eWOM.

To the best of the authors’ knowledge, this study is the first that simultaneously demonstrates the relationships between perceived quality, price, perceived value, positive and negative emotions, satisfaction, WOM, eWOM and HGBE-SNS. Hotels must offer their guests high-quality services to positively impact’ perceived value, positive emotions, satisfaction and WOM. Low prices boost the perceived value but do not directly increase guest satisfaction. Satisfied hotel guests share their experiences via WOM, but high HGBE-SNS is crucial to boost eWOM.

Los hoteles ofrecen experiencias de alta calidad a sus huéspedes para influir positivamente en sus emociones, satisfacción, valor percibido, boca a boca (WOM) y boca a boca electrónico (eWOM). Este estudio tiene como objetivo a) investigar el impacto de la calidad percibida por los huéspedes del hotel en sus emociones positivas, emociones negativas, valor percibido y satisfacción; b) verificar el impacto del precio en el valor percibido y la satisfacción; c) examinar el impacto de la satisfacción en el WOM y eWOM; d) probar el efecto moderador del compromiso conductual de los huéspedes del hotel en las redes sociales (HGBE-SNS) en la relación entre satisfacción y eWOM.

En esta encuesta participaron 371 huéspedes que evaluaron sus experiencias en tres hoteles brasileños. La modelización de ecuaciones estructurales puso a prueba el modelo hipotético apoyado en la teoría estímulo-organismo-respuesta (S-O-R) (Mehrabian y Russell, 1974).

La calidad percibida por los clientes del hotel (estímulo) influye positivamente en el valor percibido, las emociones positivas y la satisfacción, y negativamente en las emociones negativas (organismo). El precio (estímulo) afecta negativamente al valor percibido, pero no a la satisfacción. El valor percibido afecta positivamente a la satisfacción. La satisfacción afecta positivamente al WOM y al eWOM (respuestas). El HGBE-SNS modera la relación entre satisfacción y eWOM.

Este estudio es el primero que demuestra simultáneamente las relaciones entre calidad percibida, precio, valor percibido, emociones positivas y negativas, satisfacción, WOM, eWOM y HGBE-SNS. Los hoteles deben ofrecer a sus clientes servicios de alta calidad para influir positivamente en el valor percibido, las emociones positivas, la satisfacción y el WOM. Los precios bajos aumentan el valor percibido pero no incrementan directamente la satisfacción de los huéspedes. Los huéspedes satisfechos comparten sus experiencias a través del WOM, pero un alto nivel de HGBE-SNS es crucial para impulsar el eWOM.

酒店提供高质量的宾客体验, 对宾客的情绪、满意度、感知价值、口碑（WOM）和电子口碑（eWOM）产生积极影响。本研究旨在 a) 调查酒店客人感知到的质量对其积极情绪、消极情绪、感知价值和满意度的影响; b) 验证价格对感知价值和满意度的影响; c) 检验满意度对 WOM 和电子口碑的影响; d) 检验酒店客人在社交网站上的行为参与（HGBE-SNS）对满意度和电子口碑之间关系的调节作用。

本次调查包括 371 位客人, 他们对自己在巴西三家酒店的入住体验进行了评估。结构方程模型检验了由刺激-组织-反应（S-O-R）理论（Mehrabian 和 Russell, 1974 年）支持的假设模型。

酒店客人感知到的质量（刺激因素）对感知价值、积极情绪和满意度有积极影响, 而对消极情绪（有机体）有消极影响。价格（刺激因素）对感知价值有负面影响, 但不影响满意度。感知价值对满意度有积极影响。满意度对 WOM 和 eWOM（反应）产生积极影响。HGBE-SNS 可调节满意度与网络口碑之间的关系。

本研究首次同时展示了感知质量、价格、感知价值、积极和消极情绪、满意度、WOM、eWOM 和 HGBE-SNS 之间的关系。酒店必须为客人提供高质量的服务, 才能对 “感知价值"、"积极情绪"、"满意度 “和 “WOM “产生积极影响。低价会提升感知价值, 但不会直接提高客人满意度。满意的酒店客人会通过 WOM 分享他们的体验, 但高 HGBE-SNS 对促进 eWOM 至关重要。

This study aims to determine whether the branded luxury guestroom amenities provided in five-star hotels of Delhi influence the guest's hotel purchase decisions. It also identified the amenities which are found to be most and least influential in affecting the guest's hotel selection and purchase behaviour. The study was conducted in the three upscale five-star hotels of Delhi. The selection of amenities and brands to be considered as luxury was based upon three focus group interviews with the room's division manager of the hotels. A structured questionnaire was drafted to identify the most and least useful hotel amenities among the respondents, influencing their hotel selection and purchase behaviours. Wi-Fi in the guestroom was found to be the most valuable amenity, with stationery items regarded as least valuable. It was also found that the guest's hotel selection and purchase decisions were significantly influenced when luxury branded amenities were placed in the guestroom. Guests were even found to pay extra when the hotel provided access to luxury branded amenities in the guestrooms. This is a novel attempt to find how the guests' hotel selection and purchase intentions are influenced by the placement of branded luxury amenities in guestrooms.

Growing health concerns amid the COVID-19 pandemic have led guests to focus on various aspects of hotel cleanliness. This study aims to investigate whether customers’ perceived importance of hotel cleanliness during their stay depends on local pandemic severity and moderators of the pandemic–cleanliness relationship.

Based on TripAdvisor data from 26,519 reviews in 2020 for 2,024 hotels across the USA, this study evaluated the importance of hotel cleanliness using the estimated coefficient of the cleanliness score in a regression of overall hotel rating scores.

Results of a multilevel ordered logit model confirmed that a more difficult local pandemic situation rendered cleanliness more important during hotel stays. Additionally, the effect of the pandemic was more pronounced among specific groups: men and travelers with more expertise, and guests staying in hotels without COVID-19 protocols for linen cleaning, with a lower average rating, with a larger size and in a more urbanized location.

This study represents a pioneering effort to assess how pandemics shape people’s (perceived) importance of cleanliness during hotel stays based on revealed data. Despite potential managerial relevance, a number of the moderating variables included in this study, such as traveler expertise and hotel location, have never been studied within the context of cleanliness perceptions during a pandemic.

The increasingly competitive hotel industry and emerging customer trends where guests are more discerning and want a personalized experience has led to the need of innovative applications. Personalization is much more important for hotels, especially now in the post-COVID lockdown era, as it challenges their business model. However, personalization is difficult to design and realize due to the variety of factors and requirements to be considered. Differences are both in the offer (hotels and their rooms) and demand (customers’ profiles and needs) in the accommodation domain. As for the implementation, critical issues are in hardware-dependent and vendor-specific Internet of Things devices which are difficult to program. Additionally, there is complexity in realizing applications that consider varying customer needs and context via existing personalization options. This paper aims to propose an ontological framework to enhance the capabilities of hotels in offering their accommodation and personalization options based on a guest’s characteristics, activities and needs.

A research approach combining both quantitative and qualitative methods was used to develop a hotel room personalization framework. The core of the framework is a hotel room ontology (HoROnt) that supports well-defined machine-readable descriptions of hotel rooms and guest profiles. Hotel guest profiles are modeled via logical rules into an inference engine exploiting reasoning functionalities used to recommend hotel room services and features.

Both the ontology and the inference engine module have been validated with promising results which demonstrate high accuracy. The framework leverages user characteristics, and dynamic contextual data to satisfy guests’ needs for personalized service provision. The semantic rules provide recommendations to both new and returning guests, thereby also addressing the cold start issue.

This paper extends HoROnt in two ways, to be able to add: instances of the concepts (room characteristics and services; guest profiles), i.e. to create a knowledge base, and logical rules into an inference engine, to model guests’ profiles and to be used to offer personalized hotel rooms. Thanks to the standards adopted to implement personalization, this framework can be integrated into existing reservation systems. It can also be adapted for any type of accommodation since it is broad-based and personalizes varying features and amenities in the rooms.

This study seeks to determine the effect of sustainable practices on willingness to pay a price premium (WTPP) in the hotels and resorts in the Fiji islands. It will also assess how implementing these sustainable practices influences guest re-visit intentions.

A qualitative research technique was used which included in-depth interview sessions with ten Fijian resort managers and 15 hotel guests. The website of Etic Hotels was also used to gather data about the green practices provided by resorts and hotels. A non-random purposive sampling method was used to select respondents.

Results indicate that implementing sustainability practices has significantly and positively affected guest intentions to return to Fijian Hotels and resorts. The results also demonstrated that customers are willing to pay a higher price for the use of environmentally friendly practices in Fiji's hotels and resorts.

Though a few studies have been conducted examining the linkages between sustainable practices and the Fijian hotel industry, this article is a novel exploration of the use of sustainable practices in hotels and resorts and how they influence guest re-visit intentions and WTPP in Fiji Islands.

This paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.

Using TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.

Results indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.

The findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.

This study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.

The purpose of this study was to investigate relationships among the experiential value of hotel apps, the cognitive and affective evaluation of hotel apps users, hotel apps users’ satisfaction and their endorsement for the hotel apps. Specifically, this study examined the relationships that enhance hotel guests’ experiences through hotel apps.

The measurement items were developed through extensive literature review. This study used a web-based survey to test an integrated model of the experiential value. With a total of 320 usable samples, partial least squares structural equation modeling was carried out to identify key “driver” constructs and validate the proposed model.

A significant relationship was found in the playfulness of hotel apps and hotel guests’ cognitive and affective evaluations of the hotel apps, which positively influence hotel guests’ satisfaction and their endorsement for the hotel apps. Hotel apps should create fun and entertainment features in the hotel apps so that the users of hotel apps can be enjoyable during their usage. In addition, providing hotel apps users with time saving and easy use of the hotel apps can affect their satisfaction and endorsement for the hotel apps.

This study confirmed the positive links among hotel apps users’ experiential value, their cognitive and affective evaluation of the hotel apps, their satisfaction of using the hotel apps and their endorsement for the hotel apps. This study also revealed that hotel apps can be hotels’ effective communication tool that enhances existing and potential customers’ overall experiences.

项关于体验价值的综合模型

摘要

本论文旨在研究关于酒店APP体验价值, 对酒店APP用户的认知和情感评估, 用户满意度以及用户支持之间的关系。具体而言, 本研究探索了如何通过酒店手机APP使用来提高用户体验的理论关系。

测量条目通过详尽的文献综述来产生。本研究运用了网络调研来测量体验价值的一项综合模型。由320项有效样本, 偏最小二乘法结构方程建模（PLS-SEM）来鉴定关键“驱动”构象以及验证提出的模型。

研究发现酒店APP的娱乐性对顾客的APP的认知和情感评估都起到了显著性作用, 进而对顾客满意度和酒店APP支持度产生正面影响。研究建议酒店APP创造有趣以及娱乐产品功能, 从而让酒店APP用户从使用中获得乐趣。此外, 为酒店APP用户提供省时方便的服务可以影响用户满意度和对酒店APP的支持。

本研究验证了酒店APP用户体验价值, 对酒店APP的认知和情感评估, 用户对使用酒店APP的满意程度, 以及对酒店APP支持的正相关性。本研究进而发现酒店APP可以作为提升酒店现有和未来用户全面体验的有效工具.

This paper aims to determine how important cultural events organized by hotels are when guests select the establishment, determine the most influential source to attract customers to the hotels’ cultural events and measure their ability to meet guests’ expectations.

A qualitative exploratory methodology was adopted. Data collection was performed through voluntary and non-probabilistic face-to-face interviews to 2,229 guests and six directors from eight hotels that organize cultural events.

The data revealed that, although cultural events organized by hotels were not a selection factor, these were attended by the majority of guests, who felt valued for being asked for feedback by the hotels and were more influenced by marketing communications within the establishments than by word-of-mouth.

Contrary to cultural events organized by local authorities, cultural events organized by hotels have received little to no academic attention. This research allowed the authors to better understand the factors that may influence hotel selection and guests’ satisfaction.