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Sustainability has become a prominent goal in tourism and hospitality. While green practices can benefit the environment and society, they can also lead to customer dissatisfaction. Therefore, the current study aims to identify different hotel green practices and examine their impact on customer satisfaction and dissatisfaction. This study uses a mixed method of business analytics and regression analysis on a dataset of 813,791 online reviews of 450 hotels in New York City derived from TripAdvisor.com. The research findings guide hotel operators to build strategies for green practices while reducing customers' discomfort and improving the overall customer experience. [ABSTRACT FROM AUTHOR]

Value co-creation (VCC) appears as one of the key trends in marketing and management to reactivate the connection with customers. The main objective of this study is to analyze the chain of direct effects: VCC -> Brand Equity (BE) -> Customer Satisfaction (SAT). Furthermore, this research attempts to assess whether, in this chain of effects, there may be an interaction between both antecedent variables (VCC and BE) that enhances the understanding of satisfaction, and contrast the overall model for two segments: customers who booked the hotel through a traditional offline travel agency versus customers who booked online. The model is tested using PLS technique. Data was collected from 575 customers of four-star hotels in Majorca (Spain). Results reinforce the key importance of branding strategies in hotel management while showing that the channel of distribution partially moderates the relationships. Theoretical contribution and managerial implications are discussed. [ABSTRACT FROM AUTHOR]

Purpose: In the modern corporate economy, the vital point is to convert land resources into wealth and to have a particular and significant role in creating economic, social, and environmental outcomes. Therefore, corporate sustainability is considered a new management style in balancing social, economic, and environmental aspects. The new approach to the issue of sustainability can be used by private and public organizations as a solution for better decision-making to improve business by increasing flexibility and adaptability. Meanwhile, since the tourism industry has cultural, economic, and social benefits, it can achieve a competitive advantage, cost management, profitable financial performance, and finally customer satisfaction by paying special attention to the stability of the system. This study aims to investigate the level of customer satisfaction over time in the framework of system stability in four- and five-star hotels in Yazd province using the system dynamics approach. Design/methodology/approach: In this study, an integrative approach of the fuzzy Delphi method and system dynamics has been used. First, the model variables were identified by the Fuzzy Delphi method, and then the obtained variables were modeled by the system dynamics approach. Findings: The results of the analysis of the presented scenarios indicated that the system is highly sensitive to the number of brands, and with the increase in the number of brands, if a hotel does not improve its performance, it will severely lose its customers, as well as the best investment in terms of liquidity. Investing in advertising is significant, because advertising, in addition to introducing the product, affects the formation of customer expectations and leads to the introduction of the organization, indirectly; this in turn increases the number of customers. Therefore, practical functions have been considered in the fields of sales and corporate products and service organizations. Due to the development of a new model, basic functions can be also considered. Research limitations/implications: The most important limitations of this study included the limited number of four and five-star hotels under investigation, the confidentiality of hotel financial statements, the lack of customer satisfaction evaluation systems in hotels, and the lack of familiarity with most managers with system sustainability issues. Practical implications: The tourism industry has remarkable cultural, economic, and social benefits; it can achieve a competitive advantage, cost leadership, profitable financial performance, and finally customer satisfaction by paying special attention to the sustainability of the system. On the other hand, since hotel management is the beating heart of the tourism industry, it can create a competitive advantage by empowering employees, while making them aware of the importance of environmental issues and attracting their participation in the implementation of environmental policies. By creating a competitive advantage, hoteliers can reduce the total price of their services and attract the attention of a new range of environmentally friendly customers and tourists from all over the world through superiority, fame, credit, and distinction. The mentioned factors will lead to profitability and improvement of financial performance and ultimately increased customer satisfaction. Social implications: Recognition of the sustainability of systems in the three aspects of economic, social, and environmental factors, not only leads to better operational results, but also decreases capital costs, improves company performance, and social factors such as social benefit activities, creates and maintains employment, improves the health and safety of employees, and improves social responsibility and social audit. Originality/value: In this study, a dynamic model is developed based on the mutual and dynamic effects of economic, social, cultural, and managerial factors. It also allows hotel managers to manage their investments in different installments according to liquidity. [ABSTRACT FROM AUTHOR]

The article aims to heighten the impact of guest online reviews on the hotel industry. Its objective is to increase the volume of users on the degree of satisfaction for effective engagement and loyalty in the luxury hotel context. Based on a keyword-driven search, the study has examined the factors influencing the guest online reviews: guest feedback, hotel management response, and customer decision-making process. They, in turn, impact the levels of customer satisfaction and engagement in the hotel and tourism industry in Vietnam. The practical problem takes place when there is a decline in the number of customers. Particularly hotel management is involved in facing negative comments in the online market. The quantitative method tested the validity of the measurements of the questionnaire and the correlation of the constructs through SPSS tools. Three hundred and eighty-four respondents participated in the survey, who are associating with the hotel and tourism profession. The results show that the customer's decision-making process holds the most significant impact in guest reviews' online activity toward the hoteliers' service quality to create positive customer satisfaction in handling online communication. The study's implications are to foster luxury hotel management and sustainable tourism by adopting guest online reviews in developed and developing countries. Its limitation and further study are also discussed to an overall understanding of existing and future research. [ABSTRACT FROM AUTHOR]

Current research has questioned the wisdom in over-reliance on customer satisfaction (CS) as the basis for achieving customer loyalty (CL) but rather emphasized the need for firms to go beyond merely satisfying customers to delivering delightful services to increase CL. This study investigates the relationship between Service quality (SQ) and CL, and the mediation role of CS and customer delight (CD) between them. A sample of 313 customers of luxury hotels in Ghana was selected using a convenience sampling technique. The results indicate that SQ had a significant positive effect on both CS and CD. Furthermore, both CS and CD effectively mediate the relationship between SQ and CL. However, CD had a more significant effect on CL compared to CS. This implies that while the quest for CL through SQ and CS is germane, hotels in Ghana need to go beyond just CS and emphasize CD since it has a relatively stronger effect on CL as the foundation for long-term performance. The results have strategic implications for the management of hotels in Ghana in their quest to increase CL as a pathway to lasting competitive advantage. [ABSTRACT FROM AUTHOR]

In today's competitive environment, customer delight plays a crucial role in enhancing customer loyalty and positive word-of-mouth. This paper provides a needs-based analysis of customer delight in hotels among senior tourists, who represent an increasingly important target for the hospitality industry. A total of 38 senior tourists were interviewed. Data were collected utilizing the critical incident technique and analysed through text mining analysis. Four main dimensions of customer delight emerged from the study that represent the fulfilment of different needs: learning, authenticity, exclusivity, and sharing. These findings theoretically contribute to the understanding of guest delight from a senior tourist's perspective and can help hotel managers to design delightful customer experiences. [ABSTRACT FROM AUTHOR]

In the work, the topics of internal control and quality management in hotel enterprises were addressed from the perspective of evaluating some aspects that, in the future, ensure their integration into a single management system. Internal control is a tool that allows the members of the organization to act under principles of reasonableness and security in the business activity, while quality management aims to achieve high standards of quality in the provision of services, evidenced in the levels of satisfaction of both internal and external customers. The research was developed in the 16 hotels that exist in the canton "La Maná", Cotopaxi province, Ecuador, with the objective of evaluating the level of certain elements of internal control and quality management. Theoretical and empirical research methods such as the historical and systemic method and observation were applied, a survey was applied to the administrative managers of these hotels and the data were analyzed with statistical techniques as part of the scientific measurement. It was determined that in these enterprises it is important the control environment, the monitoring of customer satisfaction, the implementation of controls in the quality area and the formal structuring of departments to address these activities, which in the future can contribute to the integration of internal control systems and quality management. [ABSTRACT FROM AUTHOR]

Purpose: Housekeeping is an important hotel process from the point-of-view of the number of work hours it takes and its impact on customer satisfaction. However, few previous scientific studies have addressed this topic or the variables that are determinants of the time required to clean a room. Design/methodology/approach: A stopwatch Time Study has been performed in a 4-star-hotel. Additionally, data on several variables that could affect cleaning time have been collected and subjected to regression analysis. Findings: Results show that only the task-related variables have a statistically significant influence on total cleaning time. None of the analyzed employee-related variables have any effect on cleaning time. Moreover, five tasks represent over 2/3 of the total cleaning time. Originality/value: In addition to empirically identifying the variables that influence cleaning time and to what extent, this study demonstrates the advantages of using stopwatch time studies to establish cleaning times. [ABSTRACT FROM AUTHOR]

In order to ensure customer satisfaction in tourism, which is a labor-intensive sector, it is important to train qualified workforce and employ trained workforce. However, research in the tourism sector indicates that a significant proportion of the students who study tourism do not work in the tourism sector. The aim of this study is to reveal the factors of orientation towards the tourism profession of the students who have received tourism education, their views on employment in the tourism sector and their career expectations. In the academic year 2019-2020, students enrolled in Çankırı Karatekin University Ilgaz School of Tourism and Hotel Management and Vocational School of Tourism and hotel management program constitute the core of the research. As a result of the study, a significant difference has been found between the perceptions of students towards self-employment in tourism (starting their own business, social opportunities and education and training dimensions) and variables of gender and having previously studied tourism. Furthermore there is a significant difference of students’ perceptions of employment and career prospects between those who preferred the department voluntarily and involuntarily. [ABSTRACT FROM AUTHOR]

This study investigates the direct and indirect associations between CSR and customer retention, with the mediating effect of C-C (Customer-Company) identification, company reputation, and customer satisfaction. A sample of 384 customers from the hotel industry was taken for the present study. The result found a significant mediating effect of the aforementioned variables to measure the impact of CSR activities on customer retention. The study also tested and confirmed moderated mediation effect of C-C identification between CSR and customer retention via company reputation. The study contributes to the existing literature on stakeholder theory, and highlights its association with social identity theory, social exchange theory, and signaling theory, with respect to CSR activities in the hospitality industry. Encouraging a holistic approach to strategic CSR in hotels, this study contributes a framework of stakeholder roles, emanating from stakeholder responsibility and stakeholder involvement in CSR in the hotel sector, that will be of interest to both academics and practitioners. [ABSTRACT FROM AUTHOR]

The objective of the research was to develop a procedure to evaluate customers' satisfaction with the hotel services. It has four phases, five stages and ten steps, and was partially applied in an all-inclusive hotel in the eastern region of Cuba. Specific indicators were designed to calculate customer's satisfaction and determine expectations and perception of hotel services. The data were processed through univariate and multivariate statistics. The review of the theoretical bases of quality management with hotel services allowed to verify that customer's satisfaction is directly related to the performance of the facility, and is the main proof that the offered services fulfill the quality requisites. The designed procedure and the proposal of the system of indicators allow to evaluate the quality of hotel services, analyze the deficiencies and propose solution and improvement alternatives. [ABSTRACT FROM AUTHOR]

This study combines programming and data mining to analyze consumer reviews extracted from Yelp.com to deconstruct the hotel guest experience and examine its association with satisfaction ratings. The findings show many important factors in customer reviews that carry varying weights and find the meaningful semantic compositions inside the customer reviews. More importantly, our approach makes it possible to use big data analytics to find different perspectives on variables that might not have been studied in the hospitality literature. [ABSTRACT FROM AUTHOR]

Information about the quality of the accommodation services provided by hotels in different cities across the globe can now be conveniently obtained by accessing travelers’ reviews posted on various travel websites such as TripAdvisor, Orbitz, and Expedia. These reviews, especially negative ones, can have serious impact on the hotels concerned whose reputation and business are at stake. Hotel management thus needs to address negative comments with an effective response, termed review response genre in this study, to achieve service recovery. Drawing upon the construct of rapport as the analytical framework, this paper focuses particularly on the ways the review response genre serves this communicative purpose while responding to unjust negative comments. It is found that hotel management deals with such comments with denials of the problems mentioned in the comments and attempts to enhance rapport with the dissatisfied customers. The findings should be of practical significance to hotels and the practitioners responsible for writing review responses. [ABSTRACT FROM AUTHOR]

The hotel industry in Minna, Nigeria has experienced tremendous growth in numbers in recent times. Despite this growth, nothing seems to be known about the quality of services provided to customers by these hotels from the customers’ viewpoint. Thus, this study investigates the relationships between service quality, perceived value, customer satisfaction and behavioral intention in the hotel industry in the town of Minna, Nigeria. A structural equation modeling (SEM) approach was applied to test the proposed conceptual framework using data collected from 263 customers in eight 4-star hotels. The descriptive statistics result indicates that fairly appreciable quality services are rendered by the hotels and the structural model suggests that perceived value has a significant impact on the relationship between customer satisfaction and behavioral intention. The findings of this study provide implications for the operators of hotels in Minna to continue to improve services rendered so as to enhance customers’ satisfaction in order to gain their loyalty. [ABSTRACT FROM PUBLISHER]

The objective of the investigation was to determine the attributes that the clients keep in mind for deciding the purchase of touristic products. The analyzed information was obtained by means of the consultation of the main digital sites that promote these products, and through the application of surveys. The assessment of the obtained data allowed the identification of the most important attributes that impact in the election of the clients' purchase. They were also characterized according to the most outstanding attributes, the main market segments, and according to the place of origin and the trip company. The results of this investigation are relevant for the commercial administration of the hotels: Brisas Guardalavaca and Club Amigo Atlántico-Guardalavaca. [ABSTRACT FROM AUTHOR]

The purpose of this study is to identify which sustainable hotel practices guests would be most satisfied with, and what motivates guests to participate in these practices. In addition, the study tested for differences that may exist due to the sociocultural backgrounds of respondents, and whether they are willing to pay a premium for an environmentally friendly hotel. Data was collected in a popular tourist destination in Mexico. An analysis on satisfaction ratings revealed only minimal differences between demographic groups, which suggests that sustainable hotel practices are attractive beyond a niche market. Furthermore, Mexican and American respondents reported different views of environmentally friendly hotels, with Americans exhibiting more concern with functional aspects of sustainability, while Mexican guests were more familiar with emotional aspects of conservation. The study concluded that management should consider the sociocultural backgrounds, of their guests and may have to engage in efforts to educate guests about the benefits of balancing social responsibility with guest service expectations. [ABSTRACT FROM AUTHOR]

This study aims at identifying the dimensions of service quality and examining the interrelationships among the service quality dimensions, service quality, perceived value, corporate image, customer satisfaction and behavioral intentions in the quick service restaurant industry. The dimensions of service quality are built on a basis of formative indicators and a multi-level and hierarchical model is used as a framework to synthesize the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions of customers in the quick service restaurant industry. The findings of this study are based on multiple regression analysis of a convenience sample of 686 respondents. The findings reveal that there are three primary dimensions and 10 sub-dimensions of service quality in the quick service restaurant industry. [ABSTRACT FROM AUTHOR]

Every day is more necessary that the companies they opt for better management systems that it allows them to achieve the increment of its utilities and revenues, for what the directive will have solid knowledge of the human behavior. The objectives of this work are in the first place to evaluate the relationship that settles down among the internal client's satisfaction toward the work that carries out and the capacity explicatoria of this variable in the behavior of the internal client's loyalty with their organization, as well as the statistical and computer (software professionals) employment of tools of character. In the concrete case of this investigation they are sought to measure two inherent variables / characteristic to a process of the internal client's management, what locates us in the parameters of the Method for the Solution of not structured Problems. The main results are given in demonstrating that a positive correlation exists between the internal client's variable satisfaction and its loyalty with the organization, as well as to strengthen the fact that the key element is the work with other people. With these results it will be explained and predict the factors of the acting of the employees, of their productivity, of the creation of value for the client, as well as of their attitudes, labor satisfaction and loyalty to the organization. [ABSTRACT FROM AUTHOR]

The purpose of this study is to determine factors affecting the choice of hotel of persons traveling for tourism purposes. The study also aims to identify the differences in factors which have an impact on the choice of hotels depending on individuals' gender and educational background. To achieve this aim, the scale which was developed by Sohrabi et al. was translated into Turkish and conducted as a pilot study in Kuşadası before being applied to the randomly selected 166 participants living in İzmir. Preliminary construct validity of hotel selection factors was tested using exploratory factor analysis. After the main study hotel selection factors were determined as; service quality, price, and cleanliness of room, location of the hotel and climatic conditions, hotel's environment and network services. Internal consistency, as assessed by Cronbach's alpha, for each of the content areas within each of five hotel selection factors was found to be adequate to demonstrate reliability. As a result of the factorial MANOVA test, price and service quality was found to be more important than cleanliness of rooms, climatic conditions, hotel's environment and network services. In addition, it is identified that people having graduate education degree give more importance to service quality, women to cleanliness of rooms and men having undergraduate degree to price in their hotel selection. [ABSTRACT FROM AUTHOR]

This article aims to illustrate an implementation of theory of constraints (TOC) thinking process (TP) in order to analyze and improve operations at a hotel. The article contributes to the hospitality literature by demonstrating the effectiveness of the TOC TP within the hospitality industry. In order to understand current operations, data were collected through interviews, direct observations, and meeting with various focus groups. The research findings show that the TOC TPs can help hotel managers adapt appropriate strategies to successfully manage the constraints that were keeping the case study organization from improving its overall performance relative to its stated goal. [ABSTRACT FROM PUBLISHER]

This research explores and develops a hotel sustainability business model (HSBM) to study the sustainability orientation of the Slovenian hotel industry. Based on a comparative analysis of the existing sustainability and triple bottom line models, the usual content of a three-line HSBM (economic, environmental and sociocultural) was extended to include customer satisfaction, environmental education and power to implement changes. Financial, marketing and tourism sustainability experts investigated best practices in sustainability measurements and gathered appropriate sustainability indicators; expert opinion and the Delphi method refined and reduced an initial 79 indicators to 36 operational indicators, able to fulfil the HSBM's sub-categories within the extended triple bottom line. The HSBM's concept was used to study the sustainability of Slovenian hotel firms to reveal how important these indicators are for hotel managers and do they monitor them. Results indicated strong importance and measurement of economic and marketing indicators, such as profitability and customer satisfaction. Following the socialist tradition, companies recognise the importance of human resources, but the importance of environmental education and awareness building, biodiversity, and the establishment of partnerships with stakeholders to implement sustainable tourism development are neglected. Economic performance was, for example, monitored by 66% of respondents, environmental performance by 28% and social performance by 42%. [ABSTRACT FROM AUTHOR]

Taking into account the development of the tourist industry and the necessity of the competitive excellence it is conceived this work in the "Gran Caribe Villa Tortuga" Hotel, focusing in the design of a Quality Management System that allows the improvement of the process of Accommodation in this Hotel. After an initial diagnosis, it was demonstrated the necessity of carrying out significant changes in the facilities. There are some difficulties regarding quality management suited to the characteristics of the Hotel in which actions that allow solving these deficiencies are not carried out. It was elaborated a procedure for the design of the Quality Management System in the "Gran Caribe Villa Tortuga" Hotel. The design of the Quality Management System in the Accommodation area provides the Hotel management with the current state of service quality in this area by means of the application of the used techniques and it offers the strategies to be followed in order to achieve a better service. [ABSTRACT FROM AUTHOR]

The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from tourists at several sight-seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate in a survey on the hotel's services. The study findings suggest that it is the quality of service and the corporate image of the hotel that jointly influence tourism customers' loyalty. Although the study findings do not indicate a direct relationship between service quality and loyalty, it is the consistent quality of service that creates and sustains the image of the hotel which, ultimately, results in tourism customer loyalty. This would therefore suggest that tourism customer loyalty is dependent on a hotel's ability to consistently deliver service quality. [ABSTRACT FROM AUTHOR]

This study empirically tests for the effects of two types of service tangibility, physical and mental, on consumers' sense of service, using the hotel industry as a case example. An experiment was conducted to test the established hypotheses using a between-cases factorial design. Even though the effect of physical tangibility was larger than the effect of mental tangibility, empirical results support the hypothesized relationships; i.e., the interactive effect of physical and mental tangibility performs better than the effect under conditions of mono-tangibility. This study suggests that hotel managers need to identify specific components of services in more detail, which might increase their chances for getting clearer service tangibility perceived by consumers. In particular, the discrepancy between perceptions of tangibility is exactly the issue that may lead hospitality service providers to misunderstand consumers' requirements, which then causes inefficiency in marketing service offerings. [ABSTRACT FROM AUTHOR]

There is an agreement among management scientists about the strong relationship between consumers' satisfaction and organizational development. Nevertheless, researchers that show how deep this relation is, are not very common in the tourist area. [ABSTRACT FROM AUTHOR]

This research investigates guests' perceptions of the process of booking hotel rooms, To test the hypothesis that guests experience stress during the booking process, 224 guests in two hotels in New Zealand were asked about their experiences when making hotel reservations. The results of a qualitative analysis show that many travellers do find the process of hooking accommodation uncomfortable and stressful. Fifty-five percent of guests expressed dissatisfaction with some aspect of the hooking process. Lack of information about the hotel and its services were quoted most often as the critical factor, closely followed by dislike of the price negotiation process. [ABSTRACT FROM AUTHOR]

The authors examined the degree of discrepancy between customers' perceptions and expectations for hotel service quality. This research finds that customers have negative disconformation, that is, the degree of expected service quality is higher than the perceived service quality. Nevertheless, the findings show high customer satisfaction. The authors report that this phenomenon is explained by the notion that service value plays a key role as a mediating variable in the relationship between service quality and customer satisfaction. [ABSTRACT FROM AUTHOR]

With the flourishing development of the hotel industry, the study of customer satisfaction based on online reviews and data has become a new model. In this paper, customer reviews and ratings on Ctrip.com are used, and TF-IDF and K-means algorithms are used to extract and cluster the keywords of reviews texts. Finally, 10 first-level influencing factors of hotel customer satisfaction are determined: epidemic prevention, consumption emotion, convenience, environment, facilities, catering, target group, perceived value, price, and service. Based on backpropagation neural network and weight matrix operation, an influencing factor analysis model of hotel customer satisfaction is constructed to explore the role of these factors. The results show that consumption emotion, perceived value, epidemic prevention, target group, and convenience would significantly affect customer satisfaction, among which epidemic prevention becomes a new factor affecting customer satisfaction. Environment, facilities, catering, and service have relatively little effect on customer satisfaction, while price has the least effect. This study provides a path and method for online reviews of hotel management to improve customer satisfaction and provides a theoretical basis for the study of online reviews of hotels. [ABSTRACT FROM AUTHOR]

Se tratan las dificultades relacionadas con la gestión de los hoteles durante la temporada turística baja. Se destaca la importancia de cumplir con las expectativas de los clientes durante la temporada baja cuando operan los hoteles con plantilla reducida. Se nota que cuando las agencias de viajes no cumplen con los contratos de ocupación, los hoteleros frecuentemente se ven obligados a ofrecer descuentos para mantener las tasas de ocupación deseadas.