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Evolving customer expectations of hospitality services: Differences in attribute effects on satisfaction and Re-Patronage

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Evolving customer expectations of hospitality services : Differences in attribute effects on satisfaction and Re-Patronage. / Hu, Feng; Teichert, Thorsten; Liu, Yong; Li, Hongxiu; Gundyreva, Elina.

julkaisussa: TOURISM MANAGEMENT, Vuosikerta 74, 01.10.2019, s. 345-357.

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Hu, Feng ; Teichert, Thorsten ; Liu, Yong ; Li, Hongxiu ; Gundyreva, Elina. / Evolving customer expectations of hospitality services : Differences in attribute effects on satisfaction and Re-Patronage. Julkaisussa: TOURISM MANAGEMENT. 2019 ; Vuosikerta 74. Sivut 345-357.

Bibtex - Lataa

@article{40dae98bed534020a9142369e6290125,
title = "Evolving customer expectations of hospitality services: Differences in attribute effects on satisfaction and Re-Patronage",
abstract = "Survey-based research on hotel re-patronage is based largely on hotel customer satisfaction measurements and stated re-visit intentions. Less is known about actual re-patronage and evolving traveler preferences in re-visit situations. Online reviews enable longitudinal analyses of individual travelers' hotel assessments. Scrutinizing accommodation experiences manifested in half a million online customer reviews, spanning well above 10 years, this study investigated factors in consumers' satisfaction and repeat patronage for different times of visiting the same hotel. The study found robust evidence as to how consumers’ service evaluations change with repeated visits. Specifically, room quality becomes less important in shaping consumer satisfaction, while re-patronage decisions come to emphasize the quality of service. Hotel location, to which consumers accord minimal weight when assessing their overall hotel satisfaction, was identified as an important determining factor for re-patronage. The patterns revealed in evolving consumer assessments point to new insights for improving hotel offers.",
keywords = "Big data, Evolving demands, Post-acceptance model, Re-patronage, Times of visit",
author = "Feng Hu and Thorsten Teichert and Yong Liu and Hongxiu Li and Elina Gundyreva",
year = "2019",
month = "10",
day = "1",
doi = "10.1016/j.tourman.2019.04.010",
language = "English",
volume = "74",
pages = "345--357",
journal = "TOURISM MANAGEMENT",
issn = "0261-5177",
publisher = "Elsevier",

}

RIS (suitable for import to EndNote) - Lataa

TY - JOUR

T1 - Evolving customer expectations of hospitality services

T2 - Differences in attribute effects on satisfaction and Re-Patronage

AU - Hu, Feng

AU - Teichert, Thorsten

AU - Liu, Yong

AU - Li, Hongxiu

AU - Gundyreva, Elina

PY - 2019/10/1

Y1 - 2019/10/1

N2 - Survey-based research on hotel re-patronage is based largely on hotel customer satisfaction measurements and stated re-visit intentions. Less is known about actual re-patronage and evolving traveler preferences in re-visit situations. Online reviews enable longitudinal analyses of individual travelers' hotel assessments. Scrutinizing accommodation experiences manifested in half a million online customer reviews, spanning well above 10 years, this study investigated factors in consumers' satisfaction and repeat patronage for different times of visiting the same hotel. The study found robust evidence as to how consumers’ service evaluations change with repeated visits. Specifically, room quality becomes less important in shaping consumer satisfaction, while re-patronage decisions come to emphasize the quality of service. Hotel location, to which consumers accord minimal weight when assessing their overall hotel satisfaction, was identified as an important determining factor for re-patronage. The patterns revealed in evolving consumer assessments point to new insights for improving hotel offers.

AB - Survey-based research on hotel re-patronage is based largely on hotel customer satisfaction measurements and stated re-visit intentions. Less is known about actual re-patronage and evolving traveler preferences in re-visit situations. Online reviews enable longitudinal analyses of individual travelers' hotel assessments. Scrutinizing accommodation experiences manifested in half a million online customer reviews, spanning well above 10 years, this study investigated factors in consumers' satisfaction and repeat patronage for different times of visiting the same hotel. The study found robust evidence as to how consumers’ service evaluations change with repeated visits. Specifically, room quality becomes less important in shaping consumer satisfaction, while re-patronage decisions come to emphasize the quality of service. Hotel location, to which consumers accord minimal weight when assessing their overall hotel satisfaction, was identified as an important determining factor for re-patronage. The patterns revealed in evolving consumer assessments point to new insights for improving hotel offers.

KW - Big data

KW - Evolving demands

KW - Post-acceptance model

KW - Re-patronage

KW - Times of visit

U2 - 10.1016/j.tourman.2019.04.010

DO - 10.1016/j.tourman.2019.04.010

M3 - Article

VL - 74

SP - 345

EP - 357

JO - TOURISM MANAGEMENT

JF - TOURISM MANAGEMENT

SN - 0261-5177

ER -