Service quality in airport hotel chains through the lens of online reviewers

Detalhes bibliográficos
Autor(a) principal: Moro, S.
Data de Publicação: 2020
Outros Autores: Lopes, R. J., Esmerado, J., Botelho, M.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/20573
Resumo: Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.
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spelling Service quality in airport hotel chains through the lens of online reviewersHotel chainAirport hotelService qualityCustomer feedbackOnline reviewsAirport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.Elsevier2021-07-06T00:00:00Z2020-01-01T00:00:00Z20202020-07-08T11:02:23Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/20573eng0969-698910.1016/j.jretconser.2020.102193Moro, S.Lopes, R. J.Esmerado, J.Botelho, M.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T18:00:23Zoai:repositorio.iscte-iul.pt:10071/20573Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:31:59.273469Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Service quality in airport hotel chains through the lens of online reviewers
title Service quality in airport hotel chains through the lens of online reviewers
spellingShingle Service quality in airport hotel chains through the lens of online reviewers
Moro, S.
Hotel chain
Airport hotel
Service quality
Customer feedback
Online reviews
title_short Service quality in airport hotel chains through the lens of online reviewers
title_full Service quality in airport hotel chains through the lens of online reviewers
title_fullStr Service quality in airport hotel chains through the lens of online reviewers
title_full_unstemmed Service quality in airport hotel chains through the lens of online reviewers
title_sort Service quality in airport hotel chains through the lens of online reviewers
author Moro, S.
author_facet Moro, S.
Lopes, R. J.
Esmerado, J.
Botelho, M.
author_role author
author2 Lopes, R. J.
Esmerado, J.
Botelho, M.
author2_role author
author
author
dc.contributor.author.fl_str_mv Moro, S.
Lopes, R. J.
Esmerado, J.
Botelho, M.
dc.subject.por.fl_str_mv Hotel chain
Airport hotel
Service quality
Customer feedback
Online reviews
topic Hotel chain
Airport hotel
Service quality
Customer feedback
Online reviews
description Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.
publishDate 2020
dc.date.none.fl_str_mv 2020-01-01T00:00:00Z
2020
2020-07-08T11:02:23Z
2021-07-06T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/20573
url http://hdl.handle.net/10071/20573
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0969-6989
10.1016/j.jretconser.2020.102193
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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