Earticle

초록

영어

Hotel guests’ expectations and actual experiences on hotel service quality often fail to coincide due the guests’ unusually high anticipation, hotels’ complete breakdown in delivering their standard, or the combination of both. Furthermore, this disconfirmation could be augmented contingent upon the level of hotel segment or classification where the guests stayed as well as the overall performance rating manifested by previous guests. By incorporating a 2x2 matrix design in which a hotel star-classification configures one dimension (2 versus 4 stars) and an average overall hotel rating (low versus high) configures the other, this explorative multiple case study uses conjoint analyses to examine the difference in the comparative importance of six hotel attributes (value, service, sleep quality, rooms, location, and cleanliness) among four prominent hotel chain brands located in the U.S. Via the analysis of online data, this study may enlighten hotel managers with various ways to accommodate hotel guests’ needs.

목차

Abstract
 Introduction
 Literature Review
  Hotel Attributes
  Hotel Star-Classification
  Hotel Attribute Importance, Hotel Classification, and Hotel Overall Performance Rating
  Propositions
 Research Methodology
  Research Design and Analysis
  Data Collection
 Conclusion (Potential Contributions)
 References

저자

• Hosung Timothy Rhee [ Graduate School of Management Information Systems, Ajou University San 5, Woncheon-dong, Yeongtong-gu, Suwon 443-749, Korea ]
• Sung-Byung Yang [ Department of e-Business, School of Business Administration, Ajou University San 5, Woncheon-dong, Yeongtong-gu, Suwon 443-749, Korea ]

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