مشخصات مقاله:
عنوان فارسی مقاله:
بررسی اثرات نامتقارن عملکرد ویژگی ها بر رضایت مشتری در صنعت هتلداری
عنوان انگلیسی مقاله:
Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry
کلمات کلیدی مقاله:
رضایت مشتری، اثرات نامتقارن، هتل، داده های ایجاد شده توسط کاربر، تقسیم بندی بازار
کلمات کلیدی انگلیسی:
Customer satisfaction – Asymmetric effects – Hotel – User-generated data – Market segmentation
مناسب برای رشته های دانشگاهی زیر:
مدیریت
مناسب برای گرایش های دانشگاهی زیر:
بازاریابی، هتلداری
وضعیت مقاله انگلیسی و ترجمه:
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فهرست مطالب:
Abstract
Keywords
1. Introduction
2. Related work
2.1. The related theoretical underpinnings of asymmetric effects of AP on CS
2.1.1. Symmetric versus asymmetric effects of AP on CS
2.1.2. The theoretical underpinning of static asymmetries
2.1.3. Theoretical underpinnings of dynamic asymmetries
2.2. Studies on the asymmetric relationship between AP and CS in hotel industry
2.3. Studies on the use of user-generated data in tourist research
3. Methodology
3.1. Data collection
3.2. Research method
3.2.1. Penalty–reward contrast analysis
3.2.2. Asymmetric impact-performance analysis
4. Results and discussions
4.1. Verifying whether the asymmetric relationship between AP and CS varies across different types of hotels
4.2. Verifying whether the asymmetric relationship between AP and CS varies across traveler types
4.3. Verifying whether the asymmetric relationship between AP and CS varies across travelers from different regions
4.4. What are the priorities of hotel attributes for each type of hotel with respect to different types of travelers and travelers from different regions?
4.4.1. The priorities of hotel attributes for each type of hotel with respect to different types of travelers in improving the quality of attributes
4.4.2. The priorities of hotel attributes for each type of hotel with respect to travelers from different regions in improving the quality of attributes
5. Conclusion
5.1. Implications
5.1.1. Theoretical implications
5.1.2. Practical implications
5.2. Limitations
Author contributions
Acknowledgement
References
قسمتی از مقاله انگلیسی:
1. Introduction
Customer satisfaction (CS) is the key to the success of every organization in the hospitality field, and has been extensively studied and discussed in recent years due to its increasing importance to managers (Chen, 2015; Slevitch & Oh, 2010; Tontini, dos Santos Bento, Milbratz, Volles, & Ferrari, 2017; Xiang, Schwartz, Gerdes, & Uysal, 2015). To better evaluate and investigate CS, most researchers recommend the multi-attribute approach, i.e., CS should be measured through the performances of multiple attributes (Chen, 2015; Mihali�c, 2013; Slevitch & Oh, 2010). Based on the multi-attribute approach, most CS studies have conceptualized the relationship between attribute performance (AP) and CS as linear or symmetric (Chen, 2014, 2015; Liu et al., 2017; Slevitch & Oh, 2010). In these studies, an implicit assumption was that the same amount changes of attribute’s positive and negative performances would lead to the same amount changes of CS. However, the symmetric assumption has been criticized and proved to be not always holding true.