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How do consumers select between hotels and Airbnb? : a hierarchy of importance in accommodation choice

Mody, Makarand Amrish; Jung, Sean; Dogru, Tarik; Suess, … - In: International journal of contemporary hospitality management 35 (2023) 4, pp. 1191-1218

Persistent link: https://www.econbiz.de/10014280762

From dreaming to believing : a review of consumer engagement behaviours with brands' social media content across the holiday travel process

Creevey, Dean; Kidney, Etain; Mehta, Glenn - In: Journal of travel and tourism marketing 36 (2019) 6, pp. 679-691

Persistent link: https://www.econbiz.de/10012179457

Consumer complaint behaviour of Asians and non‐Asians about hotel services : An empirical analysis

Ngai, Eric W.T.; Heung, Vincent C.S.; Wong, Y.H.; Chan, … - In: European Journal of Marketing 41 (2007) 11/12, pp. 1375-1391

Purpose – This paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender and education level) and complaint behaviour....

Persistent link: https://www.econbiz.de/10014722448

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

Tsang, Nelson; Qu, Hailin - In: International Journal of Contemporary Hospitality Management 12 (2000) 5, pp. 316-326

who visited China and stayed at hotels in Beijing, Shanghai, and Guangzhou. A descriptive statistics analysis was used … of a hotel’s service delivery and tourists’ actual perceptions of the service; and between managers’ perceptions of … tourists’ expectations and managers’ perceptions of their hotel’s service delivery. The results showed that tourists …

Persistent link: https://www.econbiz.de/10014762468

Customer complaint behaviour towards hotel restaurant services

Heung, Vincent C.S.; Lam, Terry - In: International Journal of Contemporary Hospitality Management 15 (2003) 5, pp. 283-289

The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel...

Persistent link: https://www.econbiz.de/10014762606

The effects of atmospheric elements on customer impression: the case of hotel lobbies

Countryman, Cary C.; Jang, SooCheong - In: International Journal of Contemporary Hospitality Management 18 (2006) 7, pp. 534-545

Purpose – The purpose of this study is to examine the atmospheric elements of color, lighting, layout, style, and furnishings that make up the physical environment of a hotel lobby. Previous research indicates that these atmospheric elements impact overall guest perceptions and impressions....

Persistent link: https://www.econbiz.de/10014762786

What has influenced growth in the UK's boutique hotel sector?

Aggett, Mandy - In: International Journal of Contemporary Hospitality Management 19 (2007) 2, pp. 169-177

, through the identification of attributes that attract consumers to these hotels. Design/methodology/approach – The study … respondents to these hotels. The growth of the boutique hotel sector in the UK may be attributable to consumers seeking …

Persistent link: https://www.econbiz.de/10014762813

Outcomes of customer verbal aggression among hotel employees

Karatepe, Osman M.; Yorganci, Ilkay; Haktanir, Mine - In: International Journal of Contemporary Hospitality Management 21 (2009) 6, pp. 713-733

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also...

Persistent link: https://www.econbiz.de/10014762968

Hotels on fire: investigating consumers' responses and perceptions

Vassilikopoulou, Aikaterini; Siomkos, George; … - In: International Journal of Contemporary Hospitality Management 21 (2009) 7, pp. 791-815

Purpose – This paper aims to investigate the consumer responses associated with crises in the hotel industry. More precisely, the current research explores the factors that affect consumer attitudes (i.e. impressions, perceived social responsibility, and future purchases) during a hotel...

Persistent link: https://www.econbiz.de/10014762973

The peculiar impact of higher room rates on customers' propensity to book

Schwartz, Zvi; Chen, ChihChien - In: International Journal of Contemporary Hospitality Management 22 (2010) 1, pp. 41-55

propensity to book, and consequently hotels' revenue maximization. Design/methodology/approach – Subjects were asked to assess … that price changes have on consumer reactions and consequently on the effectiveness of hotels' revenue management policies. …

Persistent link: https://www.econbiz.de/10014762982