The Impact of the Environmental Quality of Online Feedback and Satisfaction When Exploring the Critical Factors for Luxury Hotels

Ríos-Martín, Miguel Ángel; Folgado-Fernández, José Antonio; Palos-Sánchez, Pedro R.; Castejón-Jiménez, Paula

doi:10.3390/su12010299

Cited by 12 publications

(11 citation statements)

References 58 publications

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“…Patient Preference and Adherence 2022:16 2090 perception of service experiences, such as patient-doctor communication, 24,25 waiting time, 23 environment 26 and physician ability. 9 These results are inconsistent across study regions.…”

Section: Dovepressmentioning

confidence: 99%

“…With the growing attention on patient-centered care, 21 , 22 measurements of the relationship between different dimensions of quality perceptions and the choice of provider help to identify what aspects matter most to patients, 9 , 23–26 and are accordingly, informative in delivering patient-centered health care service by taking targeted measures to make health service responsive to the patient demands. Previous studies have helped identify the important drivers of positive perception of service experiences, such as patient-doctor communication, 24 , 25 waiting time, 23 environment 26 and physician ability. 9 These results are inconsistent across study regions.…”

Section: Introductionmentioning

confidence: 99%

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Quality Perceptions and Choice of Public Health Facilities: A Mediation Effect Analysis of Outpatient Experience in Rural China

Yin¹,

Hu²,

Chen³

2022

PPA

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Purpose Outpatients have choices of providers in the hierarchical health service delivery system of China. Understanding how quality perceptions and outpatient experience affect the choice of health facility would help inform decisions about priorities for action aimed at guiding the use of primary care. This study examines how quality perceptions of outpatient service affect the facility level choice in rural China. Methods Household surveys were conducted in 2011, 2012 and 2015 in Ningxia Hui Autonomous Region, China. We selected 968 respondents as the study sample, who had at least two outpatient visits to the public health facilities during each survey period. Prior quality perceptions of the outpatient service at the village clinics, township centers, and county hospitals were reported on an 8-item Quality Indicator questionnaire. Experienced quality perception from the first outpatient visit was also reported. The outcome of interest was outpatients’ facility level choices. We used regression and mediation analysis to explore whether and how outpatient experience at a specific health facility would mediate the relationship between prior quality perceptions and the facility level choice. Results Overall, the quality perception was positively and significantly associated with outpatients’ staying at the same or lower levels of care ( β =0.265, P =0.007). This effect was fully mediated by experienced quality perception (z=2.985, P =0.003). The indirect effect was significant for three particular dimensions, including quality perceptions of the environment ( β =0.075, P =0.025), doctor-patient communication ( β =0.065, P =0.022), and physician ability ( β =0.062, P =0.021). Conclusion Outpatient quality perceptions—especially positive perceptions regarding environment, doctor-patient communication, and physician ability—could contribute to minimizing upward referral via improvement in outpatient experience. Policymakers and health care providers may need to therefore optimize outpatient experience as they push to develop a more locally responsive primary care system.

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Section: Dovepressmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Quality Perceptions and Choice of Public Health Facilities: A Mediation Effect Analysis of Outpatient Experience in Rural China

Yin¹,

Hu²,

Chen³

2022

PPA

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“…The distinct results found in these studies have shown that the relevance given by guests to the quality attributes of the hotel services may vary depending on the environmental and cultural context. For example, a study conducted in five-star hotels in Spain using TripAdvisor's UGC identified several hotel quality attributes and classified them into "staff," "services," "room," and "location" (Rios- Martin et al, 2020).…”

Section: Hotel Service Qualitymentioning

confidence: 99%

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Peres

Paladini

2021

Cogent Business & Management

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This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polarity of feelings expressed in the reviews. UGC was collected using a crawler, resulting in a text corpus comprising 68,558 reviews. The polarity of feelings, positive or negative, was identified using sentiment analysis techniques and Latent Dirichlet Allocation (LDA) was used to identify latent topics in the corpus associated with the attributes of hotel service quality. This study found that "room," "location," "ambience," "staff," "breakfast," "parking," "reservation," and "cost-benefit" were the attributes most frequently assessed by consumers in their reviews. The attributes that generate the most negative reviews were "room," "parking," and "reservation." The attributes "location," "ambience," "staff," "breakfast," and "cost-benefit" were the attributes that generated most of the positive reviews. When comparing the results of this study to those of previous studies, two attributes demonstrated greater prominence: the attribute "room" that attracted a high number of negative comments and the attribute "parking" that had not presented itself with the same level of relevance in other studies.

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“…Previous studies have made great advancements on the development of sustainable tourism [12][13][14]. However, extant research has been conducted primarily through ecological and social perspectives of tourism [15][16][17], while individual and collective human sustainability of the hospitality industry has received little attention [18]. The present study fills the gap by studying the role EWE measurement plays in SHRM under the hospitality setting.…”

Section: Introductionmentioning

confidence: 96%

Sustainable HRM through Improving the Measurement of Employee Work Engagement: Third-Person Rating Method

Zhang

Hui-xin

et al. 2020

Sustainability

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The purpose of the paper is to present the survey findings of two alternative methods (self-rating (SR) and third-person rating (TPR)) of measuring employee work engagement (EWE). The potential impacts of gender, job tenure, position, and work condition on TPR vs. SR were also investigated. A sample of 649 of hotel service workers, supervisors, and managers in China participated in the study. An accurate measure of employee work engagement serves as a leading indicator of turnover intention and an early diagnostic tool for sustainable human resource management. Despite its popularity as a work engagement measure, SR method has many limitations. This research attempted to demonstrate that TPR is a viable and better alternative measure of EWE. The results indicated that TPR does possess desirable measurement characteristics, such as convergent validity, nomological validity, and structure invariant. TPR also provides a more conservative, and perhaps more accurate as well, measure of EWE. The difference in mean EWE scores as measured by SR vs. TPR was found to be affected by the specific dimension under study, with the least observable absorption dimension the most affected. The difference was also found to be significantly higher for males than for females, bigger as an employee’s position moves higher, and larger as the length of job tenure increases. Additionally, the difference in satisfaction–EWE correlations, as measured by TPR vs. SR, were much higher when the work conditions were poor. For practitioners, the importance of this study lies in the fact that TPR, as a conservative measure of EWE, can play an important role in detecting early signs of employee troubles sooner and lead management to take timely actions, making human resource management more sustainable. For academics, the results that SR and TPR of EWE generally result in similar pattern of findings offer strong encouragement to build future research on EWE through the TPR method.

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The Impact of the Environmental Quality of Online Feedback and Satisfaction When Exploring the Critical Factors for Luxury Hotels

Cited by 12 publications

References 58 publications

Quality Perceptions and Choice of Public Health Facilities: A Mediation Effect Analysis of Outpatient Experience in Rural China

Quality Perceptions and Choice of Public Health Facilities: A Mediation Effect Analysis of Outpatient Experience in Rural China

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Sustainable HRM through Improving the Measurement of Employee Work Engagement: Third-Person Rating Method

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