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

Research output: Contribution to journalArticleScientificpeer-review

Researchers

  • Feng Hu
  • Thorsten Teichert
  • Yong Liu

  • Hongxiu Li
  • Elina Gundyreva

Research units

  • University of Hamburg
  • Zhejiang Normal University
  • Department of Information and Knowledge Management
  • Tampere University
  • Sievo Oy

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.

Details

Original languageEnglish
Pages (from-to)345-357
Number of pages13
JournalTourism Management
Volume74
Publication statusPublished - 1 Oct 2019
MoE publication typeA1 Journal article-refereed

    Research areas

  • Big data, Evolving demands, Post-acceptance model, Re-patronage, Times of visit

ID: 34739648