عنوان انگلیسی مقاله:
Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts
ترجمه فارسی عنوان مقاله:
رضایت مهمان از ابعاد مسکن در میان مهمانان با چالش تحرک: تجزیه و تحلیل مخلوط روش از متون مبتنی بر وب
Sciencedirect - Elsevier - Tourism Management , 53 (2016) 13-27. doi:10.1016/j.tourman.2015.09.001
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 perfor- mance 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.© 2015 Elsevier Ltd. All rights reserved.
Mixed methods | Content analysis | Web data | Guest satisfaction | Disabilities | eWOM | Lodging services | Strategic service management
قیمت: 1000 تومان