Guest satisfaction in independent and affiliated to chain hotels

Moreno-Perdigón, María C.; Guzmán-Pérez, Beatriz; Mesa, Teodoro Ravelo

doi:10.1016/j.ijhm.2020.102812

Cited by 17 publications

(10 citation statements)

References 55 publications

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“…To collect the data, we used Visual Basic.NET, a Microsoft object-oriented programming language and scraped hyper text markup language (HTML) and extensible markup language (XML) pages of the travel website. The reason why we chose Booking.com for the data source is that Booking.com has worldwide popularity[1], and much of prior literature on online review generation used online reviews from Booking.com to conduct empirical analyses (Moreno-Perdigón et al , 2021).…”

Section: Methodsmentioning

confidence: 99%

Impact of the length of stay at hotels on online reviews

Kim

Han²

2022

IJCHM

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Purpose The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers as a primary information source, this study aims to empirically examine how the LoS can influence the online reviews for hotels, with special emphasis on the textual review content. Design/methodology/approach This study analyzes online review data collected from Booking.com by using the Linguistic Inquiry and Word Count program to operationalize review depth, analytical thinking and the authenticity reflected in customer reviews. Based on the analyzed data, this study used a series of regression analyses to understand the impacts of the LoS on online reviews. Findings The author’s analysis found that a longer stay at a hotel causes consumers to be more likely to post online reviews that not only include a numerical rating as well as written content but also lengthier and more detailed descriptions of their hotel experiences. Further analysis found that the LoS at hotels causes systematic differences in the linguistic attributes of the review content. Specifically, consumers who stay longer tend to write reviews with more analytical information, resulting in consumers perceiving the online reviews as more authentic. Research limitations/implications Although the LoS has been considered a significant issue in tourism, studies examining the impact of different lengths of stay on consumers’ post-purchase behaviors are limited. In this light, the author’s findings demonstrate how the LoS can change the linguistic attributes of online reviews. It expands the body of knowledge of the LoS in tourism. Originality/value This study represents the first attempt to empirically examine and reveal how the different length of stay at a hotel systemically influences consumer review-posting behaviors.

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Section: Methodsmentioning

confidence: 99%

Impact of the length of stay at hotels on online reviews

Kim

Han²

2022

IJCHM

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“…Compared with independent hotels, chain hotels are supposed to possess richer experience and more resources in dealing with customers. The system and procedures in chain hotels are generally more well-established, enabling them to better satisfy their customers [21]. Because of their operation in different cities and countries, chain hotels may also be more capable in responding to customers with different cultural backgrounds.…”

Section: Methodsmentioning

confidence: 99%

Management Response to Online Review: The Case of Hong Kong Luxury Hotels

Tam

Fong²,

Law³

2022

Information and Communication Technologies in Tourism 2022

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Electronic word-of-mouth (eWOM) is regarded as crucial in business development. Given the intangible nature of tourism and hospitality products, potential customers find it hard to assess them before making purchase. Accordingly, online customer reviews and management responses have influential roles in their decision-making process. While a plethora of previous research focused on customer reviews, scholarly attention on how luxury hotels respond to the reviews was scant. Using content analysis, this study examines the management response characteristics of 35 luxury hotels and response style of 7 luxury chain hotels in Hong Kong. Their response characteristics including response frequency, responder’s job position, and timeliness of response were generally similar. The response style and tone (professional and conversational tones) vary with hotels even they are in the same hotel group. Implications on practice of management responses are offered for luxury hotel operators.

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“…We classified hotels into higher-end and lower-end hotels based on stars assigned by Booking.com, as in prior literature (Moreno-Perdig on et al, 2021). Based on this classification, we conducted the same regression analyses.…”

Section: Linear Regression Analysismentioning

confidence: 99%

“…Online customer reviews comprise both quantitative (numerical ratings) and qualitative (textual content) elements. Customers rate their overall hotel experience as well as the various dimensions of hotel services numerically (Moreno-Perdigón et al , 2021). As numerical ratings are direct indicators of customer satisfaction levels, they are widely used in customer satisfaction research (Banerjee and Chua, 2016; Padma and Ahn, 2020; Radojevic et al , 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

Examining the negative relationship between length of stay at a hotel and customer satisfaction: evidence from online customer reviews

Kim

Han

2023

IJCHM

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Purpose Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online customer reviews, this study aims to fill this gap in the extant literature on the relationship between length of stay and customer satisfaction level. Design/methodology/approach The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction as measured by review ratings. The authors used the Mahalanobis matching approach to confirm the empirical findings. Findings This analysis shows that length of stay is negatively associated with customer satisfaction. Additionally, the authors find that this negative relationship is stronger in high-end hotels than in low-end hotels. Research limitations/implications The research findings contribute to the literature by shedding light on a new stream of research, namely, length of stay. Additionally, the research findings offer novel insights that could help hotel managers understand the trade-off between longer stays and customer satisfaction. Originality/value To the best of the authors’ knowledge, this is one of the first few studies to show the systematic impact of length of stay on the valence of online review ratings, as well as the moderating effect of hotel levels by analyzing customer online reviews on hotel experiences.

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Guest satisfaction in independent and affiliated to chain hotels

Cited by 17 publications

References 55 publications

Impact of the length of stay at hotels on online reviews

Impact of the length of stay at hotels on online reviews

Management Response to Online Review: The Case of Hong Kong Luxury Hotels

Examining the negative relationship between length of stay at a hotel and customer satisfaction: evidence from online customer reviews

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