Factors Affecting the Hotel's Service Quality: Relationship Marketing and Corporate Image

Chen, Wen-Jung; Chen, Meiliang

doi:10.1080/19368623.2013.766581

Cited by 61 publications

(70 citation statements)

References 25 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Since service quality has a significant effect on guests' satisfaction and retention, as well as on lodgings' financial performance and competitive advantage (Chen and Chen, 2014;Stylos and Vassiliadis, 2015;Wu and Ko, 2013;Yang et al, 2011), the current research study has some key managerial implications for networking hospitality and one-to-two-bedroom Airbnb flats in particular. Hence, in addition to its theoretical importance, this study sought to offer valuable advice to hospitality practitioners interested in Airbnb.…”

Section: Managerial Implicationsmentioning

confidence: 99%

“…Service quality has been recognized as an important theme in the service industries and particularly in the hospitality sector (Dedeoglu and Demirer, 2015;Wilkins et al, 2007) and as an essential factor for the survival of hospitality providers. It plays an important role in customer satisfaction and in the ultimate outcomes such as loyalty, commitment and repurchase intention (Akbaba, 2006;Chen and Chen, 2014;Taylor, 1992, Hu andJuwaheer, 2009;Petrick, 2004;Wilkins et al, 2007). Accommodation providers operate in a highly competitive business environment (Yang et al, 2011) and an excellent quality of service is imperative for their success, since it reflects their standard and creates a positive image of their product and service (Mohsin and Lockyer, 2010).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Unraveling the diverse nature of service quality in a sharing economy

Priporas

Stylos

Rahimi

et al. 2017

Int J Contemp Hospitality Mngt

190

View full text Add to dashboard Cite

Purpose-This study investigates customers' perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts.Design/methodology/approach-A self-administered questionnaire consisting of 25 accommodation-specific service quality attributes, structured according to Akbaba's (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis. Findings-The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in 2 easily accessible information and efficient resolution of problems during their stay. We also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings.Research limitations/implications-Airbnb is one of the most well-known examples of hospitality in the sharing economy and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality.Practical implications-The current study can assist hosts in gaining better knowledge of guests' decision making processes and in designing effective marketing strategies by focusing on guests' requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests' positive experiences at the accommodation and at the destination.Originality/value-Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

show abstract

Section: Managerial Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Unraveling the diverse nature of service quality in a sharing economy

Priporas

Stylos

Rahimi

et al. 2017

Int J Contemp Hospitality Mngt

190

View full text Add to dashboard Cite

show abstract

“…Relationship marketing has a direct effect on brand image and should be used as an effective tool in order to increase the brand image, customer retention and satisfaction by firms (Hashemi, 2012;Vegholm, 2011). Relationship marketing and having a long term relationship with the customers have strong, positive, and direct influence on brand image (Chen & Chen, 2013). Two Hypotheses concluded as: H1: There is a positive correlation between the relationship marketing and brand image.…”

Section: Brand Imagementioning

confidence: 99%

The Relationship of Customer Perceived Risk and Customer Satisfaction

Ghotbabadi¹,

Feiz²,

Baharun³

2016

MJSS

View full text Add to dashboard Cite

show abstract

“…Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry (Bhavani and Pawar 2013, Soriano 2002, Torres et al 2014, Chen and Chen 2014, Anton et al 2007, Bell et al 2005, Aydin & Ozer 2005, Suhartanto 2011. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions of service quality.…”

Section: So What Is the Significance And Implications Of This Study?mentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

View full text Add to dashboard Cite

. (2015) 'Service experience through the eyes of budget hotel guests : do factors of importance inuence performance dimensions?', Journal of hospitality and tourism management., 23 . pp. 23-34. Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractThe aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is proposed which reflects the relationship between the constructs. The study uses a survey and interview technique. Findings from the analysis of 355 respondents from budget hotels in the Hainan province of China suggest statistical significances in several areas of relationship between rating of importance by the budget hotel guests and performance dimensions. Overall, the results indicate a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one province of China and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise features that are considered important by the guests staying in budget hotels in the Hainan Province, China and to identify the areas of disparity in service and product quality. Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions to assess customer satisfaction. The study investigates service quality perceptions of budget hotel guests in China, an area where research is generally sparse within the context of Asia and almost non-existent within the context of China. From this perspective the study contributes to the service quality literature in the lodging industry specifically the budget hotels. Keywords:Service quality, Customer satisfaction, Budget Hotels, Ch...

show abstract

Factors Affecting the Hotel's Service Quality: Relationship Marketing and Corporate Image

Cited by 61 publications

References 25 publications

Unraveling the diverse nature of service quality in a sharing economy

Unraveling the diverse nature of service quality in a sharing economy

The Relationship of Customer Perceived Risk and Customer Satisfaction

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Contact Info

Product

Resources

About