Analysis of satisfiers and dissatisfiers in online hotel reviews on social media

Kim, Bona (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong) ; Kim, Seongseop (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong) ; Heo, Cindy Y. (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

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.


Type d'article:
scientifique
Faculté:
Economie et Services
Ecole:
EHL Ecole hôtelière de Lausanne
Classification:
Économie/gestion
Date:
2016
Pagination:
41 p.
Titre du document hôte:
International journal of contemporary hospitality management
Numérotation (vol. no.):
2016, vol. 28, no. 9, pp. 1915-1936
DOI:
ISSN:
0959-6119
Le document apparaît dans:



 Notice créée le 2016-11-04, modifiée le 2018-02-15

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