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http://hdl.handle.net/10397/104915
Title: | Analysis of satisfiers and dissatisfiers in online hotel reviews on social media | Authors: | Kim, B Kim, S Heo, CY |
Issue Date: | 2016 | Source: | International journal of contemporary hospitality management, 2016, v. 28, no. 9, p. 1915-1936 | Abstract: | 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. |
Keywords: | Full-service and limited-service hotels Herzberg’s two-factor theory Online hotel review Satisfiers and dissatisfiers Social media |
Publisher: | Emerald Group Publishing Limited | Journal: | International journal of contemporary hospitality management | ISSN: | 0959-6119 | EISSN: | 1757-1049 | DOI: | 10.1108/IJCHM-04-2015-0177 | Rights: | © Emerald Group Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher. The following publication Kim, B., Kim, S. and Heo, C.Y. (2016), "Analysis of satisfiers and dissatisfiers in online hotel reviews on social media", International Journal of Contemporary Hospitality Management, Vol. 28 No. 9, pp. 1915-1936 is published by Emerald and is available at https://doi.org/10.1108/IJCHM-04-2015-0177. |
Appears in Collections: | Journal/Magazine Article |
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File | Description | Size | Format | |
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Kim_Analysis_Satisfiers_Sissatisfiers.pdf | Pre-Published version | 1.91 MB | Adobe PDF | View/Open |
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