Explaining differences in recommendation rates: the case of South Cyprus hotels

Evgeny Antipov and Elena Pokryshevskaya ()
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Elena Pokryshevskaya: National Research University Higher School of Economics

Economics Bulletin, 2014, vol. 34, issue 4, 2368-2376

Abstract: In this study we demonstrate how publicly available data can be used to work out the indirect importance of various hotel attributes for their visitors. We apply Shapley value decomposition of the recommendation rate to compute the percentage contributions of various attributes to the overall loyalty, which helps us explain why some of Cyprus hotels have higher satisfaction ratings than the others. It appeared that satisfaction with gastronomy is the key driver of the overall satisfaction with Cyprus hotels. We conduct importance-performance analysis for one of the hotels to demonstrate a strategic management application of our empirical analysis. Directions for other potential studies using user-generated content are proposed.

Keywords: Shapley value; customer satisfaction; hotels; service attributes (search for similar items in EconPapers)
JEL-codes: C7 M0 (search for similar items in EconPapers)
Date: 2014-11-06
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