Selecting a hotel and determining salient quality attributes: a preliminary study of mature british travellers

Callan, Roger J.; Bowman, Lisa

doi:10.1002/(sici)1522-1970(200003/04)2:2<97::aid-jtr190>3.0.co;2-1

Cited by 108 publications

(33 citation statements)

References 26 publications

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“…Although very few researchers have sought to investigate the importance of hotel attributes for seniors (Callan and Bowman, 2000) and their satisfaction with overall hotel services (Hartman and Qu, 2007;Wei et al, 1999;Wuest et al, 2001), these studies are generally limited to one market and do not consider possible market differences. In one of the earliest studies, Gustin and Weaver (1993), using 53 hotel attributes, found that "cleanliness", "convenience of location", IJCHM 26,4 "room price", "easy access from main roads", "security systems" and "parking lot lighting" were the most important attributes when selecting a hotel for seniors.…”

Section: Literature Review and Research Gaps In The Hospitality Litermentioning

confidence: 99%

“…Moreover, Callan and Bowman (2000) surveyed 104 senior British travelers who rated the importance of 38 hotel attributes when selecting a hotel or judging its quality. While senior British tourists were not strongly influenced by low prices, "value for money" was the second most important attribute for them.…”

Section: Literature Review and Research Gaps In The Hospitality Litermentioning

confidence: 99%

“…For instance, the issue whether the senior tourists' importance ratings of hotel attributes are similar across the different age segments or nationalities is an underexplored topic (Badinelli et al, 1991;Callan and Bowman, 2000). Although one exceptional study by Callan and Bowman (2000) attempted to identify the importance of hotel attributes for senior British tourists, there is a pressing need for more research on this issue. Therefore, the main aim of this study is to identify the importance of hotel attributes for pre-senior and senior tourists when selecting a hotel.…”

Section: Introductionmentioning

confidence: 99%

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Does the importance of hotel attributes differ for senior tourists?

Caber

Albayrak

2014

International Journal of Contemporary Hospitality Management

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Access to this document was granted through an Emerald subscription provided by emerald-srm:198285 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this study is to identify the importance of hotel attributes for pre-senior and senior tourists when selecting a hotel. Design/methodology/approach -Three market segments (German, Dutch and British) were selected as the sample of the research. The Callan and Bowman's (2000) scale was employed and data obtained from 13 five star hotels in Antalya, Turkey. Findings -Results of the study showed that "value for money" and "availability of organized entertainment in the hotel" were important attributes for senior British tourists when compared to other participants. Dutch senior tourists attached more importance to food service attributes ("small food portions" and "special dietary menus") than did the other respondents. Practical implications -Research results confirmed the importance of staff attributes ("politeness of staff" and "friendliness of staff") for customer satisfaction. This finding highlights the need for training programmes targeting hospitality employees, with a specific focus on meeting customers' demands for receiving friendly and polite service. Originality/value -The present study intends to contribute to the literature on senior tourist market by identifying the importance of hotel attributes for three market segments (Germany, England and The Netherlands).

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Section: Literature Review and Research Gaps In The Hospitality Litermentioning

confidence: 99%

Section: Literature Review and Research Gaps In The Hospitality Litermentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Does the importance of hotel attributes differ for senior tourists?

Caber

Albayrak

2014

International Journal of Contemporary Hospitality Management

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“…Age is asserted to be a strong determinant of the customer behaviour affecting elements such as interest, taste, buying behaviour, political preference and investment (Lim et al, 2008). Callan and Bowman (2000) stated that adults (55 and older) comprised a smart group with high expectations from hotel services and attached importance to the service rather than the real price and price cut.…”

Section: Discussionmentioning

confidence: 99%

“…This dimension is considered among the most important dimensions in evaluating service quality. Many studies on service quality in the sport and recreational industry indicate the importance of the dimension of physical environment quality (Chelladurai and Chang, 2000; Howat et al, 2008; Kim and Kim, 1995; Ko and Pastore, 2005, 2007). The sample group of our study presented significant differences in the physical environment quality dimension considering all comparisons with the independent variables of gender, the educational level, occupation and a household income level.…”

Section: Discussionmentioning

confidence: 99%

Quality Perception of the 2012 World Indoor Athletics Championships

Şimşek

2016

Journal of Human Kinetics

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The objective of this study was to compare the views of spectators concerning the quality perception of the World Indoor Athletics Championships. The study group consisted of 568 spectators who watched the events. A measurement scale of event quality in spectator sports (SEQSS) developed by Ko et al. (2011) was used as a data collection tool in the study. In order to determine the views of the spectators concerning the quality of the Indoor Athletics Championships, the dimensions constituting the scale were compared according to the demographic features of the sample group. As a consequence, important differences in most of the dimensions of the scale were revealed with respect to the demographic data of the subjects. The most relevant finding of the study is that the dimension of “physical environment quality”, which is one of the dimensions constituting the event quality, differed significantly in all comparisons that were made according to demographic features.

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Exploring the Hotel Service Personnel's Cognitive Implications toward Service Attributes and Ethics

Lin

2012

Hum Ftrs & Erg Mfg Svc

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It is extremely important for service personnel to have high ethical standards, be committed to the business, and be willing to serve customers well, as this can help their employer to gain a competitive advantage. This study adopted the Kano model and proposed a service ethics scale to explore service personnel's cognitive implications toward hotel service attributes and ethics. Based on a literature review and expert interviews, this study summarized 40 service ethics variables. A total of 438 responses from hotel service personnel were collected. Through factor analysis, seven dimensions (factors) of service ethic measurement were confirmed. The analytical results showed that hotel attributes within the “service attitude” and “room facilities” factors are evaluated as attractive and one‐dimensional qualities by the service personnel with high ethical standards. Such attributes should thus be a focus of hotels to increase the level of customer satisfaction. Finally, the limitations and managerial implications of this work, as well as directions for future research, are also provided. © 2012 Wiley Periodicals, Inc.

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Selecting a hotel and determining salient quality attributes: a preliminary study of mature british travellers

Cited by 108 publications

References 26 publications

Does the importance of hotel attributes differ for senior tourists?

Does the importance of hotel attributes differ for senior tourists?

Quality Perception of the 2012 World Indoor Athletics Championships

Exploring the Hotel Service Personnel's Cognitive Implications toward Service Attributes and Ethics

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