The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels

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

“…They expect more than just general service, but rather, they expect detailed, delicate service such as complementary chocolates, strawberries, and wines for a special occasion. In addition, they are sensitive about how clean the hotel is (Browning, So, & Sparks, 2013). Guests who stay at low-rated hotels do not expect too much from hotel management in terms of service.…”

The effects of response strategies and severity of failure on consumer attribution with regard to negative word-of-mouth

“…Attribution of controllability is the extent to which customers perceive the cause of failure as volitional by the service provider [3,23]. Although environmental constraints on service providers may force a failure, sometimes they have opportunities to prevent failures from occurring.…”

“…Attribution of locus is defined as the extent to which the cause of a service failure is located in either the service provider or the customer [3,36]. For instance, a customer bought a set of new bookshelves from IKEA, but it then collapsed one day after assembly.…”

La relativa importancia de la velocidad en las conexiones WIFI

“…Cuando nos referimos al sector turístico, diversos estudios han demostrado que estas opiniones influyen en la planificación de los viajes y en las decisiones de contratación de servicios (Gretzel and Yoo, 2008;Vermeulen and Seegers, 2009). Los consumidores tienden a confiar más en las opiniones de desconocidos en Internet que en las campañas de publicidad y marketing de las empresas turísticas (Browning, So, & Sparks, 2013;Ricci & Wietsma, 2006).…”