Antecedents of Business Travelers’ Satisfaction

Herjanto, Halimin; Erickson, Elisabeth; Calleja, Nicole Fung

doi:10.1080/19368623.2017.1234954

Cited by 24 publications

(11 citation statements)

References 43 publications

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“…The attribute "room" was presented in most of the studies analyzed during article reviews, as shown in Table 1. Many of these studies identified this attribute as a positive comment generator (Alrawadieh & Law, 2019;Lee et al, 2020;Sann & Lai, 2020a), and linked it to customer satisfaction (Herjanto et al, 2017;Liu et al, 2017;Padma & Ahn, 2020;Wu et al, 2017). On the other hand, there were also studies that corroborated the results of this research, by observing the attribute "room" as a negative comment generator (Hu et al, 2019;Köseoglu et al, 2019).…”

Section: Discussionsupporting

confidence: 59%

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Peres

Paladini

2021

Cogent Business & Management

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This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polarity of feelings expressed in the reviews. UGC was collected using a crawler, resulting in a text corpus comprising 68,558 reviews. The polarity of feelings, positive or negative, was identified using sentiment analysis techniques and Latent Dirichlet Allocation (LDA) was used to identify latent topics in the corpus associated with the attributes of hotel service quality. This study found that "room," "location," "ambience," "staff," "breakfast," "parking," "reservation," and "cost-benefit" were the attributes most frequently assessed by consumers in their reviews. The attributes that generate the most negative reviews were "room," "parking," and "reservation." The attributes "location," "ambience," "staff," "breakfast," and "cost-benefit" were the attributes that generated most of the positive reviews. When comparing the results of this study to those of previous studies, two attributes demonstrated greater prominence: the attribute "room" that attracted a high number of negative comments and the attribute "parking" that had not presented itself with the same level of relevance in other studies.

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Section: Discussionsupporting

confidence: 59%

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Peres

Paladini

2021

Cogent Business & Management

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“…In a different study, Williams-Knight (2013) notes that female travelers are concerned with their mental and physical health, and consequently, female travelers tend to select a hotel with a gym and relaxation facility. These findings indicate that female guest selection criteria are unique, complex, and multidimensional (e.g., Herjanto et al, 2017). To fulfill female traveler selection criteria, hotels strategically offer high-quality hotel attributes (Marzuki et al, 2012) which further is classified into a hotel facility and safety dimension (Wilson and Little 2008), a room dimension, a staff dimension, a food dimension (Alpert and Raghunathan 2003), a lifestyle dimension and a marketing dimension (Kumar and Singh 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Literature suggests that, for female travelers, simple business trips become more of an experience (Herjanto et al, 2017). Traveling also serves as a stress reliever and an opportunity to escape work while experiencing new scenery and local culture (Landers 2018).…”

Section: Introductionmentioning

confidence: 99%

Hotel Selection Criteria of Solo Traveling Females

Herjanto¹,

Chilicki²,

Anantamongkolkul³

et al. 2020

ajht

Self Cite

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Consumers use online e-reviews as a popular tool for information and obtaining guidance. E-reviews have therefore become an important barometer in conducting product evaluations, and more importantly, to make purchasing decisions. This includes decisions about hotel selection. For hospitality industry marketers, the information in e-reviews is particularly important in translating and understanding consumer-specific needs. The current study brings valuable awareness to the limited academic research into hotel selection criteria among solo-traveling females. TripAdvisor’s top 25 list of cost-efficient hotels worldwide received 345 total consumer reviews. Noteworthy findings of the current study show unique selection criteria considered important to the solo traveling female including a hotel-provided cell phone programmed with emergency local contact information, and a nearby or on-premise automated teller machine. Study results also indicate that stewardship service, such as intimate and personalized hotel staff who “go the extra mile” is an important selection criterion. Also discussed are research limitations and implications.

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“…In particular, to cope with falling demand, some hotels switched their focus to business travelers. According to Herjanto et al (2017), focusing on corporate clients can be beneficial to hotels' long-term survival because business travelers tend to be frequent hotel customers as well as loyal clients who spend, on average, more per stay than leisure travelers (Fawzy, 2010). Furthermore, as corporate clients are less sensitive to price changes (Alonso-Almeida et al, 2015), they provide a more stable source of income even during periods of economic crisis.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Adapt to not just survive but thrive: resilience strategies of five-star hotels at difficult times

Shi

Weaver

et al. 2021

IJCHM

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Purpose This research aims to explore the strategies and tactics taken by five-star hotels to create and sustain competitiveness at difficult times, the role of innovation among the initiatives taken and the factors that influence managers’ decision in selection of coping measures. Design/methodology/approach The research was conducted in two stages. The first stage focused on textual analysis of online news reports on luxury hotels’ coping strategies taken between 2013 and 2018. At the second stage, expert interviews were carried out with 25 managers of five-star hotels to obtain richer information of hotels’ responsive measures. The qualitative data were analyzed by thematic analysis. Findings The results revealed that five-star hotels in China made adjustment in physical resource management, human resource management, marketing mix, operation process and external relations to maintain competitiveness during difficult times. A model of hotel resilience was developed based on the findings. Innovation was imbedded in the responsive measures throughout these areas. Managers’ selection of coping measures was affected by the hotel’s organizational culture, location, brand image and competitors. Practical implications The model of hotel resilience serves as a useful reference to plan and select strategies and tactics to respond to similar external challenges. Hotel managers are recommended to embrace a variety of innovations directed at both internal management and customer service during challenging times. Originality/value To the best of the authors’ knowledge, this study is the first empirical research that systematically examines the measures taken by hotels during critical times to maintain competitiveness, linking these to contemporary post-Fordist operational trends.

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Antecedents of Business Travelers’ Satisfaction

Cited by 24 publications

References 43 publications

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Hotel Selection Criteria of Solo Traveling Females

Adapt to not just survive but thrive: resilience strategies of five-star hotels at difficult times

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