Does hotel attribute importance differ by hotel? Focusing on hotel star-classifications and customers’ overall ratings

Rhee, Hosung Timothy; Yang, Sung-Byung

doi:10.1016/j.chb.2015.02.069

Cited by 121 publications

(94 citation statements)

References 26 publications

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“…Rhee et al [20] state the importance of value for hotel groups that have higher star classification tends to be greater than hotel groups that have lower star classification. The impact is a hotel with high star classification will be better in managing strategy than a hotel with low star classification.…”

Section: H1: the Accountant Role In The Strategic Decision-making Promentioning

confidence: 99%

The Impact of Business Strategy Formulation Towards Accountant Role: Star Rating as Moderation Variable in Hotel Industry in Southern Sumatera Region

Setiawan¹,

Rahmawati²,

Djuminah³

et al. 2019

IJET

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This research aims to test and prove the relation of the selection of strategy formulation towards accountant role in hotel business management, and also to test and prove star-hotel rating in moderating the relation between the selection of strategy formulation and accountant role in hotel business management in Southern Sumatera region. This research uses the data which is collected from surveys conducted on star-hotel General Managers (Hotel Leaders) in Southern Sumatera region. 134 questionnaires are given to General Managers (Hotel Leaders). A total of 118 questionnaires (88.06%) are used in this research. This data is analysed by Moderating Regression Analysis using SPSS software version 21. Findings show that deliberate strategy formulation gives positive impact towards the increase of accountant role in the hotel industry, whereas star rating gives negative interaction effect to deliberate strategy formulation. A new insight of this research is the effort to see interaction effect of star-hotel rating and strategy formulation practice towards accountant role in the hotel industry.

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Section: H1: the Accountant Role In The Strategic Decision-making Promentioning

confidence: 99%

The Impact of Business Strategy Formulation Towards Accountant Role: Star Rating as Moderation Variable in Hotel Industry in Southern Sumatera Region

Setiawan¹,

Rahmawati²,

Djuminah³

et al. 2019

IJET

View full text Add to dashboard Cite

show abstract

“…Additionally, since the destination image highly influences accommodation offer, the impact of travelers' photos is considerably higher for less known destinations (Deng & Li, 2018). The importance of hotel location is perceived differently by guests depending on the hotel number of stars (Rhee & Yang, 2015). This suggests that location moderates how hotel stars influence customer satisfaction.…”

Section: The Moderating Effect Of Locationmentioning

confidence: 99%

Are the States United? An Analysis of U.S. Hotels’ Offers Through TripAdvisor’s Eyes

Moro

Batista

Rita

et al. 2019

Journal of Hospitality & Tourism Research

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This empirical data-driven research aims to unveil thought-provoking insights on the U.S. hotel offer across its 50 states. Information of more than 30,000 hotels was collected through web scraping from TripAdvisor. Using such data, 50 support vector machine models were trained to model the TripAdvisor score, one per state, to assess the convergent and divergent factors in customer satisfaction across all the U.S. states. A conceptual model is proposed and validated through the data-driven support vector machine models developed for each state to identify convergent features across the states to explain customer satisfaction (here represented by TripAdvisor score). Hotel size, price, and stars are not moderated by the location, expressed by the corresponding state, although these highly influence satisfaction, whereas both hotel number of published photos and the amenities are affected by the location. Thus, adaptation issues were found regarding amenities and published photos within each state’s offer.

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“…However, official hotel classification systems vary between member states causing confusion not only for tourists but also to the whole hospitality sector (Cser and Ohuchi, 2008). The European Union is seriously considering to develop a single classification system that can be applied to all countries (Rhee and Yang, 2015). The criteria and their respective weightings elicited and prioritised in this study can inform hotel classification standards, based as they are on the opinion of the most important stakeholder of all: the customer.…”

Section: Public Policy Implicationsmentioning

confidence: 99%

Do five-star hotel managers know their customers’ priorities? An AHP-Prioritised scorecard study

Ishizaka

Quintano

Labib

et al. 2019

EMJB

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Purpose Regular surveys by the Malta Hotels & Restaurants Association indicate a substantial improvement in the financial performance of five-star hotels in Malta in recent years. Therefore, the purpose of this paper is to investigate if this positive performance is primarily due to customer centricity by management. Design/methodology/approach The assessment is based on the findings of a quantitative study that compared the results of a demand side (customer survey) with those of a supply side (management survey). In total, 24 decision-choice criteria were framed within the four perspectives (financial, customer, internal process and employee learning/growth) of the balanced scorecard. Actual and potential customers of five-star hotels and hotel managers were asked to rank the decision-choice criteria and the balanced scorecard perspectives. The multi-criteria decision analysis was carried out by means of the AHP. Findings The study showed that managers in the five-star hospitality sector in Malta are in harmony with customer expectations given the strong positive correlation between the results of the customer and management surveys. Research limitations/implications This research is limited to the island of Malta but can be easily replicated for other touristic destinations. Practical implications This study has implication for hospitality customers, hotel managers and policy makers to help them to identify weak areas of hotel performance and improve them. Originality/value The paper has developed a Prioritised scorecard, a new hybrid balanced scorecard and AHP. Targets are therefore prioritised, which allow a better allocation of scarce resources.

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Does hotel attribute importance differ by hotel? Focusing on hotel star-classifications and customers’ overall ratings

Cited by 121 publications

References 26 publications

The Impact of Business Strategy Formulation Towards Accountant Role: Star Rating as Moderation Variable in Hotel Industry in Southern Sumatera Region

The Impact of Business Strategy Formulation Towards Accountant Role: Star Rating as Moderation Variable in Hotel Industry in Southern Sumatera Region

Are the States United? An Analysis of U.S. Hotels’ Offers Through TripAdvisor’s Eyes

Do five-star hotel managers know their customers’ priorities? An AHP-Prioritised scorecard study

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