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 Yoonjoung (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.


Article Type:
scientifique
Faculty:
Economie et Services
School:
EHL
Subject(s):
Economie/gestion
Date:
2016
Pagination:
41 p.
Published in:
International journal of contemporary hospitality management
Numeration (vol. no.):
2016, vol. 28, no. 9, pp. 1915-1936
DOI:
ISSN:
0959-6119
Appears in Collection:



 Record created 2016-11-04, last modified 2019-11-28

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