Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry

Bi, Jian-Wu; Liu, Yang; Fan, Zhi‐Ping; Zhang, Jin

doi:10.1016/j.tourman.2019.104006

Cited by 106 publications

(122 citation statements)

References 68 publications

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“…Attributes of web efficiency and web responsiveness quality, all classified into either dissatisfiers or frustrators, have negative asymmetric effects on guests' satisfaction. Bi et al (2020) Jo et al (2014) found that, compared to functional value, emotional value exerts a greater influence on satisfaction and further affects behavioral intentions. Gao and Lai (2015) found that integrated satisfaction directly influences loyalty and should be considered a full mediator between F&B satisfaction and customer loyalty, a partial mediator between casino satisfaction and loyalty, and a partial mediator and moderator between shopping satisfaction and customer loyalty.…”

Section: Satisfaction Studies In Hospitalitymentioning

confidence: 99%

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Ying

Chan

2020

IJCHM

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Purpose The paper aims to identify the emergent themes of hotel guests’ satisfaction, to compare the distribution of the attributes of the themes between Chinese and North American guests and to compare the importance of the themes for different satisfaction levels between Chinese and North American guests from a cross-cultural perspective. Design/methodology/approach By adopting Python (a computer language), the word-frequency method was used to identify emergent themes of hotel guests’ satisfaction. Topic modeling was adopted to compare the attributes distribution of each theme and the features of satisfaction between Chinese and North American guests. Findings First, three themes were identified including functionality, staff and price. Functionality can be further categorized into five subthemes, namely, room, travel, food, environment and hotel facility. Second, the distribution of the attributes of the themes between Chinese and North American guests was compared from a cross-cultural perspective. Chinese guests tend to mention both lifestyles- and social norms–related attributes and expect personalized service, while North American guests mainly prefer to describe lifestyle-related attributes and prefer standardized service. Third, the study compared the changing importance of the themes (functionality, staff and price) for different satisfaction levels between Chinese and North American guests. As the satisfaction level decreases, the importance of functionality decreases, that of staff increases and that of price remain stable for Chinese guests. In contrast, the importance of each theme has fluctuated mildly from the high to the low satisfaction level for North American guests. Practical implications Proposed managerial implications are to highlight lifestyle- and social norms-related attributes, as well as personalized service for Chinese guests. However, lifestyle-related attributes and standardized service should be facilitated for North American guests. Specific suggestions were made to help improve hotel performance such as the good performance of functional-related attributes, which could enhance satisfaction and better staff performance, which would reduce dissatisfaction. Originality/value By mining big data, this study investigated hotel guests’ satisfaction from a dynamic instead of a static perspective. This study provides some rare insights into differences in key attributes influencing satisfaction levels of Chinese versus North American guests staying in luxury hotels in China. This study also takes a novel approach to examine the dynamics of the importance of the various themes at different satisfaction levels, and contrast these dynamics between Chinese and North American guests. The findings offer valuable insight into market segmentation and management in the hospitality industry.

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Section: Satisfaction Studies In Hospitalitymentioning

confidence: 99%

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Ying

Chan

2020

IJCHM

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“…Therefore, it is particularly important to maximize consumer satisfaction through product improvements with limited resources (Violante & Vezzetti, 2017). Many scholars have carried out research on product improvement strategies through analyzing consumer satisfaction, and put forward many theoretical methods with practical significance, such as DINESERV (Marković et al, 2010), Importance Performance Analysis (IPA) (Bi et al, 2020a), Kano model (Kano et al, 1984). And the Kano model has been widely applied to many industries and researches, which can distinguish the non-linear relationships between consumer demand and consumer satisfaction (Ou et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Modelling Consumer Satisfaction Based on Online Reviews Using the Improved Kano Model From the Perspective of Risk Attitude and Aspiration

Zhao

Zhang

et al. 2021

Technological and Economic Development of Economy

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With the development of e-commerce, an increasing number of online reviews can serve as a promising data source for enterprises to improve online products. This paper proposes a method for modelling consumer satisfaction based on online reviews using the improved Kano model from the perspective of risk attitude and aspiration. Firstly, the attributes concerned by consumers are extracted from online reviews, and sentiment analysis of the extracted attributes is carried out using Standford CoreNLP. Secondly, to identify the types of product attributes, an improved Kano model is proposed based on the effects of product attributes on consumer total utility. On this basis, different attribute types are illustrated from the perspective of risk attitude. Then, the consumer aspirations are mined based on the risk attitudes of different attributes and the attribute impact on consumer satisfaction. According to the risk attitudes and aspirations of different attributes, the quantified satisfaction functions are constructed to provide more objective and accurate improvement suggestions. Finally, the proposed method is applied to the hotel service improvement to illustrate the effectiveness.

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“…Basic is part of non-linear that if destination attributes performance is high and meets customers' demand, so it doesn't enhance consumer dissatisfaction. On the other hand, if destination attributes performance is low and doesn't meet consumer expectations, it will heavily influence tourist dissatisfaction [5]. Performance represents the linear attributes category between tourist satisfaction and tourist destination attributes.…”

Section: Kano Modelmentioning

confidence: 99%

Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple

Digpasari¹,

Irawan²,

Ghina³

2021

Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI 2020, 14-16 September 2020, Bo

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Tourism has become a leading sector in Indonesia. However, developing tourist destination still becomes a problem, especially to maximize tourist satisfaction. To develop the tourist destination is necessary to evaluate the performance of competitive destination's attributes to provide high-quality tourism, thus will maximize tourist satisfaction. The research aims to measure tourist satisfaction based on its non-linear effect of destination attributes from user-generated content to provide credible information. Penalty-Reward Contrast Analysis and Kano Model were used to analyze the performance of destination attributes and measure tourist satisfaction. The research found that customized service and quality of shopping were destination attributes with the excitementlow performance will not affect tourist satisfaction. Furthermore, destination management with the performance category and low performing, as the determining factor of the rate of tourist satisfaction. The research is to function as an evaluation for taking an integrative approach as a reference for the development of tourist destinations.

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Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry

Cited by 106 publications

References 68 publications

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Modelling Consumer Satisfaction Based on Online Reviews Using the Improved Kano Model From the Perspective of Risk Attitude and Aspiration

Measurement of Tourist Satisfaction Based on Destination Attributes Using Kano Model in Tourist Destination: A Case of Borobudur Temple

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