Purpose – This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again. Design/methodology/approach – Data are used from online customer ratings of 664 hotels in the UK for the purpose. The...

Purpose – Using data from online guest ratings, the purpose of this paper is to explore how the performance of hotels in terms of various criteria influences loyalty behavior of customers. Design/methodology/approach – Ratings of 333 hotels in the UK were collected from the web site...