Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions

Wu, Cedric Hsi-Jui; Liao, Hsiu-Hui; Hung, Kuang‐Peng; Ho, Yi-Hsuan

doi:10.1016/j.ijhm.2011.09.012

Cited by 60 publications

(34 citation statements)

References 29 publications

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“…Salomon (1994) predicted that if a hotel failed to understand and meet the customers' service standards, it will be out of business in seven to nine years. Wu et al (2012) believe that if the quality of a hotel does not meet customer expectations, perceived quality may be lowered and perceived risk may be raised automatically. Boulding and Kirmani (1993) analysed the relationship between service guarantee and quality from customer perspective.…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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. (2015) 'Service experience through the eyes of budget hotel guests : do factors of importance inuence performance dimensions?', Journal of hospitality and tourism management., 23 . pp. 23-34. Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractThe aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is proposed which reflects the relationship between the constructs. The study uses a survey and interview technique. Findings from the analysis of 355 respondents from budget hotels in the Hainan province of China suggest statistical significances in several areas of relationship between rating of importance by the budget hotel guests and performance dimensions. Overall, the results indicate a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one province of China and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise features that are considered important by the guests staying in budget hotels in the Hainan Province, China and to identify the areas of disparity in service and product quality. Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions to assess customer satisfaction. The study investigates service quality perceptions of budget hotel guests in China, an area where research is generally sparse within the context of Asia and almost non-existent within the context of China. From this perspective the study contributes to the service quality literature in the lodging industry specifically the budget hotels. Keywords:Service quality, Customer satisfaction, Budget Hotels, Ch...

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Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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“…E-retailers often use service guarantees to point their e-service quality, reduce customer perceived risk, increase customer satisfaction and purchasing intentions (e.g. Wu, Liao, Hung, & Ho, 2012;Vaerenbergh, Keyser, & Lariviere, 2014). Hogreve and Gremler (2009) defined service guarantee as 'an explicit promise made by the service provider to (a) deliver a certain level of service to satisfy the customer and (b) remunerate the customer if the service is not sufficiently delivered'.…”

Section: Service Recoverymentioning

confidence: 99%

“…Long & McMellon, 2004;Collier & Bienstock, 2006;Endo et al, 2012;Wu et al, 2012;Vaerenbergh et al, 2014). However, we also find some issues inconsistent with the prior findings, which is discussed in detail next.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

Zhang

Huang

et al. 2014

Total Quality Management & Business Excellence

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China will become the largest online retail market in the world in the near future. Chinese consumers may have their own patterns of online consumption and behaviour that are different from those of consumers in the West. However, most research on consumer behaviour and e-service quality relies on theoretical frameworks developed in Western societies. The aim of this paper is to propose and empirically verify a conceptual framework for how customers judge e-service quality in the context of the Chinese e-retailing industry. Meanwhile, the key dimensions of e-service quality are searched with a survey to understand the e-service quality perceptions of Chinese consumers to enhance their e-satisfaction and e-loyalty. The empirical results suggest that e-retailers should pay more attention to process quality and service recovery in the context of Chinese culture and Chinese personality with high uncertainty avoidance taking consideration of service guarantee as one aspect.

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“…Risk is defined as the adverse consequences of an uncertain outcome before and during product/service consumption [8,9]. Since NFC is wireless technology transmitting transaction data, a higher level of risk should be considered.…”

Section: A Different Dimensions Of Risksmentioning

confidence: 99%

Adoption of Near Field Communication in hotel industry based on risk perspectives and individual characteristics

Sam

Chatwin

2016

2016 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)

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-The emergence of the mobile phone has created great opportunities for businesses, especially those providing services to customers. Hotels are very important to a country as they provide accommodation to travelers. Better services attract more hotel customers. With the advent of NFC, a wireless mobile technology, hotel customers can use NFC to get hotel services efficiently. Previous studies found that risk and users' individual characteristics are very important in analyzing the adoption of Internet communication technologies. This paper presents a quantitative study on hotel customers' adoption of Near Field Communications (NFC) based on six dimensions of risk perspectives and individual characteristics. The results can provide useful indicators for the hotel industry to utilize NFC for a more productive business.

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Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions

Cited by 60 publications

References 29 publications

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

Adoption of Near Field Communication in hotel industry based on risk perspectives and individual characteristics

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