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Available. Open Access. Open Access
Article
Publication date: 14 April 2020

Hongxiu Li, Yong Liu, Chee-Wee Tan and Feng Hu

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with…

38514

Abstract

Purpose

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.

Design/methodology/approach

This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.

Findings

By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.

Research limitations/implications

The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.

Practical implications

The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.

Originality/value

The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Open Access. Open Access
Article
Publication date: 3 April 2019

Jianbin Chen and Danlin Chen

Urban MICE competitiveness research consists of two clusters, one that is public-statistics-based and another that is questionnaire-based. Supply-side research on urban MICE…

1831

Abstract

Purpose

Urban MICE competitiveness research consists of two clusters, one that is public-statistics-based and another that is questionnaire-based. Supply-side research on urban MICE competitiveness is rare. Based on the findings of Chen (2014) and other scholars, the purpose of this paper is to design counterpart statistical indicators to empirically analyze CMCA member cities.

Design/methodology/approach

After calculating the standardized Z value of the original statistical data for 17 CMCA member cities, the authors conducted confirmatory factor analysis for the first-level principal components, based on which hierarchical clustering was performed; then, regression analysis was conducted with the MICE profit factor as the dependent variable and the cost factor, tight support factor and facilitating factor as the independent variables to support publishing articles.

Findings

The confirmatory factor analysis showed that the urban MICE competitiveness indicators from the supply-side perspective include the profit factor, cost factor, tight support factor and facilitating factor.

Research limitations/implications

On the basis of research findings from the demand perspective and the literature review, the authors constructed an urban MICE competitiveness indicator system from the perspective of the supply side and conducted principal component analysis. However, because of the inaccessibility of panel data, the current data were only sufficient to conduct the research. If panel data could be acquired, further research could be conducted to perfect the current indicator system for urban MICE competitiveness.

Practical implications

The findings suggest that tourism total income, tourism foreign exchange income, inbound tourist number, number of exhibitions, exhibition area, number of UFI member cities and number of ICCA member cities were the main reason for the gap between different cities’ competitiveness and the reform focus for improving urban MICE competitiveness. The cost factor had a significantly negative influence on urban MICE competitiveness, implying that the higher the average hotel room price and revenue per available room, the less competitive the MICE host city is.

Social implications

The tight support factor exerts a significant positive influence on urban MICE competitiveness from the supply-side perspective, while the cost factor exerts a significant negative influence. The findings suggest that the tourism total income, tourism foreign exchange income, inbound tourist number, number of exhibitions, exhibition area, number of UFI member cities and number of ICCA member cities were the main reason for the gap between different cities’ competitiveness and the reform focus for improving urban MICE competitiveness. The cost factor had a significantly negative influence on urban MICE competitiveness, implying that the higher the average hotel room price and revenue per available room, the less competitive the MICE host city is.

Originality/value

The research bridge the empirical statistics and the questionnaire-based perception study on urban MICE tourism image, and advance to construct an empirical statistics based indicator system for urban MICE tourism image.

Details

International Hospitality Review, vol. 33 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

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