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Exploring influential factors affecting guest satisfaction
Journal of Hospitality and Tourism Technology, 2020Purpose Electronic word of mouth in the form of user-generated content (UGC) in social media plays an important role in influencing customer decision-making and enhancing service providers’ brand images, sales and service innovations. While few research studies have explored real content generated by hotel guests in social media, business analytics ...
Minwoo Lee +3 more
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Guest Satisfaction Barometer and Benchmarking
Journal of Quality Assurance in Hospitality & Tourism, 2001Abstract An increasing number of companies use customer satisfaction data for improvement programs, strategic decision making, and compensation schemes. Typically, single companies carry out satisfaction measurement for their own purposes. As a consequence, results are not comparable with other companies.
Matzler, Kurt, Pechlaner, Harald
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Investigating the Relationhip between Employee Satisfaction and Guest Satisfaction
Cornell Hotel and Restaurant Administration Quarterly, 2000A study of six metropolitan, full-service hotels (involving 600 guests and 240 employees) found a statistical connection between employee satisfaction and guest satisfaction. Regarding employees' satisfaction, the data indicated that monetary factors can be dissatisfiers.
Michael A. Spinelli, George C. Canavos
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Hotel Guest Satisfaction among Business Travelers
Cornell Hotel and Restaurant Administration Quarterly, 1996Much of the guest-satisfaction literature focuses on the mechanisms of error reduction and quality management. Rather than concentrate on reducing errors in all areas, the important matter in customer satisfaction is to determine the attributes that guests consider important and focus on those attributes.
Marit G. Gundersen +2 more
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Hotel Guest Satisfaction and Brand Performance
Journal of Quality Assurance in Hospitality & Tourism, 2006The value and significance of guest satisfaction, brand management, and franchising in the hotel industry have been well docu- mented and researched as independent topics. While previous research has suggested that franchising has an overall negative effect on hotel quality, it has rarely investigated the important links between hotel brand performance
John W. O'Neill +2 more
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Determination of Guest Satisfaction by Text Mining
2022The satisfaction of guests is of paramount importance to ensure the continuity and profitability of hotels. This study aims to determine guests' satisfaction with hotels by analyzing the online comments of guests. The text mining method has been utilized in this study. 58,193 Turkish comments about 5-star hotels in Turkey have been examined.
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Understanding Guest Satisfaction with Urban Hotel Location
Journal of Travel Research, 2017In this article, we unveil determinants of guest satisfaction with urban hotel locations and disclose what types of locations are preferred by guests. Using data from 8,185 online reviews of 220 Los Angeles hotels checked in during a 1-year period, we apply a mixed-effect ordered logit model to investigate factors determining location evaluation ...
Yang Yang, Zhenxing Mao, Jingyin Tang
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Hotel design, guest satisfaction, and behavioural intentions
Anatolia, 2017AbstractThis study presents a method to measure hotel design quality and its relationships with guest satisfaction and with behavioural intentions. Hotel design quality is measured using the Design Quality Indicator (DQI). A partial least squares analysis reveals that the DQI predicts guest satisfaction with both statistical and practical significance.
Dina Marie V. Zemke +3 more
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Sustainable Hotel Practices and Guest Satisfaction Levels
International Journal of Hospitality & Tourism Administration, 2014The purpose of this study is to identify which sustainable hotel practices guests would be most satisfied with, and what motivates guests to participate in these practices. In addition, the study tested for differences that may exist due to the sociocultural backgrounds of respondents, and whether they are willing to pay a premium for an ...
Orie Berezan +2 more
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Examining key hotel attributes for guest sleep and overall satisfaction
Tourism and Hospitality Research, 2020Introduction Despite the fact that hotels provide a venue for sleeping, there is surprisingly little research that has explored sleep among hotel guests. The aim of this study is to identify the relationship between hotel attributes (e.g., light in the guestroom, bed linens), guest sleep, and overall guest satisfaction.
Rebecca Robbins +3 more
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