Refreshing hotel satisfaction studies by reconfiguring customer review data

Zhou, Lingqiang, Ye, Shun, Pearce, Philip L., and Wu, Mao-Ying (2014) Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38. pp. 1-10.

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This study reconfigures the user generated content in online hotel reviews to provide comparative and benchmarking insights about customer satisfaction. Hangzhou, an emerging tourism city in China, was selected for the study. Over a thousand user-generated reviews about four and five star hotels that were posted on were coded and analysed. Seventeen attributes influencing customer satisfaction were identified. The attributes were classified on the type of influence exerted: satisfiers (work in a solely positive direction), dissatisfiers (work in an exclusively negative direction), bidirectional forces (influence either positive or negative outcomes), and neutrals (no marked influence). The approach enabled the comparison of customer satisfaction between 4 and 5 star hotels, properties with different ownership, and the views of guests from different origins. The study suggests that a focused reclassification of the online review data can deliver powerful customer feedback messages for both researchers and hotel managers.

Item ID: 36125
Item Type: Article (Research - C1)
ISSN: 1873-4693
Keywords: online hotel reviews, satisfaction assessment, four and five star hotels, international customers, influencing attributes, hangzhou
Date Deposited: 12 Nov 2014 12:21
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150606 Tourist Behaviour and Visitor Experience @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 100%
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