Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts

Ye Zhang and Shu Tian Cole

Tourism Management, 2016, vol. 53, issue C, 13-27

Abstract: Given that many lodging businesses cannot afford to provide satisfactory services to people with mobility challenges, this study recommends a strategic order of service attribute development to maximize customer satisfaction with minimal costs. The crucial lodging service attributes of this population are identified and distinguished by degrees of influence on customer satisfaction based on the analyses of 543 web travel reviews. The results suggests prioritizing the bottom-line delivery of basic and performance factors (i.e. room access and staff attitude capability), whereas optionally offering the delivery of excitement factors or above-and-beyond delivery of performance factors, such as luggage and equipment support and general lodging features. Being the first attempt to integrate quantitative and qualitative web content analysis with Penalty-Reward Contrast Analysis, this study captures the real-life tourist service evaluation criteria with improved accuracy and reliability. It also enables a thorough and efficient exploitation of customer-generated web textual data.

Keywords: Mixed methods; Content analysis; Web data; Guest satisfaction; Disabilities; eWOM; Lodging services; Strategic service management (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:touman:v:53:y:2016:i:c:p:13-27

DOI: 10.1016/j.tourman.2015.09.001

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