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Using Multivariate Statistics

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The authors examine the implications of electronic shopping for consumers, retailers, and manufacturers. They assume that near-term technological developments will offer consumers unparalleled opportunities to locate and compare product offerings. They examine these advantages as a function of typical consumer goals and the types of products and services being sought and offer conclusions regarding consumer incentives and disincentives to purchase through interactive home shopping vis-à-vis traditional retail formats. The authors discuss implications for industry structure as they pertain to competition among retailers, competition among manufacturers, and retailer-manufacturer relationships.

Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in

Cornell hotel and restaurant administration quarterly

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Multivariate Data Analysis With Readings

Consumers' willingness to pay for green initiatives of the hotel industry

Sharing economy and prospects in tourism research

Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants

Purpose




The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show different levels of customer expectation.




Design/methodology/approach




A content analysis of 919 satisfaction- and dissatisfaction-indicating reviews of 100 hotels in both full-service and limited-service hotel segments in New York City on Trip Advisor was conducted.




Findings




Results show that satisfiers and dissatisfiers in full-service hotels were distinct, with the exception of two common service-related factors, namely, “staff and their attitude” and “service”. On the other hand, “staff and their attitude” and four room facilities-related factors, “room cleanliness/dirtiness”, “bed”, “bathroom” and “room size”, were revealed as common satisfiers and dissatisfiers in limited-service hotels. To fulfill customer satisfaction and resolve dissatisfaction in both full-service and limited-service hotels, satisfiers and dissatisfiers should be highlighted according to the hotel class; the most critical factor is “staff and their attitude”.




Practical implications




Analysis of online hotel reviews provides understanding of customers’ satisfiers and dissatisfiers, and the results are very useful to hotel management. Therefore, hotel operators should monitor electronic word-of-mouth, recognizing and acting upon previous and current customers’ satisfactory and unsatisfactory reactions.




Originality/value




As technologies such as social media develop, customers are increasingly sharing their satisfactory and unsatisfactory experiences on consumer-generated online review sites. These have become a major source of information not only for customers deciding on a hotel stay but also for hotel managers trying to understand their customers and competitors.

/pdf/analysis-of-satisfiers-and-dissatisfiers-in-online-hotel-57p2ficqq9.pdf

Cindy Yoonjoung Heo

Papers

Consumers' willingness to pay for green initiatives of the hotel industry

Sharing economy and prospects in tourism research

Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants

Analysis of satisfiers and dissatisfiers in online hotel reviews on social media

Influences of consumer characteristics on fairness perceptions of revenue management pricing in the hotel industry.