Drivers of service productivity in the hospitality industry: a customer perspective

Ha Thu Nguyen, Anh Thi Tu Le and Truong Trong Hoang

International Journal of Productivity and Quality Management, 2023, vol. 39, issue 4, 464-489

Abstract: The Industrial Revolution 4.0 not only poses new challenges for hotel managers, but also opens up new data sources and potential analysis methods for research on service productivity and customer satisfaction. To explore determinants of tourism productivity from the customer's perspective, more than 2,700 reviews on Booking.com related to 21 luxury hotels in Vietnam were included in the integrated analysis process to make the most of both numerical and textual data. The findings of content analysis elucidated the basic and hidden dimensions of service that contribute to raising output of productivity - customer satisfaction. Besides, the comparison between the perceptions of the two main customer groups showed interesting differences between Asians and westerners. The study provides valuable suggestions for hotel managers to improve service productivity through enhancing customer satisfaction drivers and proposes to scholars a potential method for big data research and an approach to tourism service productivity.

Keywords: tourism service productivity; customer satisfaction; customer online reviews; hospitality; tourism industry; hotel industry; content analysis; tourism employees. (search for similar items in EconPapers)
Date: 2023
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