Measuring tourist judgment on service quality

Weiermair, Klaus; Fuchs, Matthias

doi:10.1016/s0160-7383(99)00037-7

Cited by 116 publications

(58 citation statements)

References 21 publications

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“…hotel) service experience, consumers typically 'weight' their overall assessment according to the relative importance of particular quality dimensions [16]. Applied to our TripAdvisor data, the relative level of determinance of the above mentioned seven hotel quality domains on overall assessment is identified by using multiple regressions [17,18]. Moreover, in order to show the adequateness of the proposed approach to generate useful input data for electronic recommender systems, regressions were run with respect to four tourist segments previously defined by TripAdvisor data: segment 1: senior couples (i.e.…”

Section: Segmentation Of User Basementioning

confidence: 99%

Multi-criteria Ratings for Recommender Systems: An Empirical Analysis in the Tourism Domain

Fuchs

Zanker

2012

Lecture Notes in Business Information Processing

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Abstract. Most recommendation systems require some form of user feedback such as ratings in order to make personalized propositions of items. Typically ratings are unidimensional in the sense of consisting of a scalar value that represents the user's appreciation for the rated item. Multi-criteria ratings allow users to express more differentiated opinions by allowing separate ratings for different aspects or dimensions of an item. Recent approaches of multi-criteria recommender systems are able to exploit this multifaceted user feedback and make personalized propositions that are more accurate than recommendations based on unidimensional rating data. However, most proposed multi-criteria recommendation algorithms simply exploit the fact that a richer feature space allows building more accurate predictive models without considering the semantics and available domain expertise. This paper contributes on the latter aspects by analyzing multi-criteria ratings from the major etourism platform, TripAdvisor, and structuring raters' overall satisfaction with the help of a Penalty-Reward Contrast analysis. We identify that several a-priori user segments significantly differ in the way overall satisfaction can be explained by multi-criteria rating dimensions. This finding has implications for practical algorithm development that needs to consider different user segments.

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Section: Segmentation Of User Basementioning

confidence: 99%

Multi-criteria Ratings for Recommender Systems: An Empirical Analysis in the Tourism Domain

Fuchs

Zanker

2012

Lecture Notes in Business Information Processing

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“…In relation to this, Weiermair & Fuchs (1999) handled the effects of animation services as factors whose importance came into being with the extents of varying customer preferences and anticipations. Whereas Costa et al (2004) state that these services are the most powerful factors that produce inner motivation intended for hotels.…”

Section: The Interaction Between Pqas-perceived Hotel Quality-overallmentioning

confidence: 99%

Does Animation Services Really Matter? Place of Animation Services in the Perceived Quality–Overall Satisfaction Model

Türkay

Korkutata

Yılmaz

2018

JoTS

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In this study, the effect of the quality of the animation service to the perceived quality of a resort hotel and, thus, overall customer satisfaction within hotel service departments is addressed comparatively. The perceived quality of animation services (PQAS) has been measured by the behaviour of workers, the sufficiency of service's content, knowledge and experiences of workers, and the factors of the program. Surveys were used by quota sampling to tourists who were in resort hotels in Antalya, Turkey, wherein 1189 usable feedbacks were obtained. The model, which was tested using SmartPLS, was found significant. It has been determined that the PQAS significantly affected the perception of the quality of the hotel even though it is lesser than the perceived quality of other departments. The perception of the quality puts forward a significant amount of overall customer satisfaction. The results were analyzed in customer satisfaction theory and experiential marketing fields.

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“…Baker and Crompton (2000) observed that the literature related to quality in the area tourism and allied area dates back to the early 1960's. Most of the contemporary research works involving service quality in tourism focused on the perceptual framework of tourists towards service quality (Atilgan et al, 2003;Baker & Crompton, 2000;Chadee & Mattsson, 1996;Frochot, 2004;Hudson et al, 2004;Vogt & Fesenmaier, 1995;Weirmair & Fuchs, 1999), tour operator and travel agency quality (Ryan & Cliff, 1997), hotel and its hospitality quality (Suh et al, 1997) etc. However, Frochot (2004 pointed out that given the nature of service, the evaluation of its quality is quite complex.…”

Section: Review Of Literaturementioning

confidence: 99%

“…Respondents' perception of satisfaction was measured using the items developed by Weiermair and TRMD PTSQ TS DL Fuchs (1999) and Fuchs and Weiermair (2003). Revisit intention and tourist referrals (advocacy) made up the destination loyalty indices (Taylor, 1998;Oh & Parks, 1997;Oh, 2000).…”

Section: Factor Constructs Measurementmentioning

confidence: 99%

Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

Baksi¹

2014

10.5267/j.dsl

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This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM) framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM) model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

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Measuring tourist judgment on service quality

Cited by 116 publications

References 21 publications

Multi-criteria Ratings for Recommender Systems: An Empirical Analysis in the Tourism Domain

Multi-criteria Ratings for Recommender Systems: An Empirical Analysis in the Tourism Domain

Does Animation Services Really Matter? Place of Animation Services in the Perceived Quality–Overall Satisfaction Model

Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

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