مقاله انگلیسی رایگان در مورد تاثیر مسافرت در رضایت مشتری با خدمات هتل – الزویر ۲۰۱۸

elsevier

 

مشخصات مقاله
انتشار مقاله سال ۲۰۱۸
تعداد صفحات مقاله انگلیسی ۱۶ صفحه
هزینه دانلود مقاله انگلیسی رایگان میباشد.
منتشر شده در نشریه الزویر
نوع مقاله ISI
عنوان انگلیسی مقاله The effects of traveling for business on customer satisfaction with hotel services
ترجمه عنوان مقاله تاثیر مسافرت برای کسب و کار در رضایت مشتری با خدمات هتل
فرمت مقاله انگلیسی  PDF
رشته های مرتبط گردشگری و توریسم، مدیریت
گرایش های مرتبط مدیریت کسب و کار، بازاریابی
مجله مدیریت گردشگری – Tourism Management
دانشگاه Faculty of Tourism and Hospitality Management – Singidunum University – Serbia
کلمات کلیدی سفر تجاری، رضایت مشتری، بررسی های آنلاین، ویژگی های هتل، تقسیم بندی بازار
کلمات کلیدی انگلیسی Business travel, Customer satisfaction, Online reviews, Hotel attributes, Market segmentation
کد محصول E7669
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۱٫ Introduction

Business and leisure travelers are the two major market segments of the contemporary hotel industry. Besides having different travel motivations, the segments are shown to exhibit differences regarding information search behavior (Jones & Chen, 2011), hotel selection criteria (Yavas & Babakus, 2005), and preferences for hotel attributes (Kashyap & Bojanic, 2000). These facets are well-established research topics represented by a large body of empirical evidence in the literature. Nevertheless, little attention has been paid to the observed differences in reported levels of post-purchase satisfaction between the two segments. It has been shown that for-business hotel service encounters are, on average, evaluated less favorably than for-leisure encounters, with the difference being substantial in its magnitude and robust to controls for numerous relevant factors (Banerjee & Chua, 2016; Lawrence & Perrigot, 2015; Lewis, 1984; Radojevic, Stanisic, & Stanic, 2017). The rare explanations for this phenomenon offered in the literature focus on the personal characteristics of frequent business travelers (Lawrence & Perrigot, 2015) as well as the inconveniences typically associated with business travel (Radojevic et al., 2017), but no conclusive empirical evidence that would support these explanations has been provided. The aim of this study is, thus, to examine in more detail the effect of traveling for business on the evaluation of hotel services. The study employs a multilevel modeling framework to derive an unbiased estimate of the average difference in the reported levels of satisfaction between the two types of encounter, as well as to examine whether the difference changes as a function of certain contextual factors (personal characteristics of the customer, hotel attributes, etc.). The results obtained in this study are important for advancing the existing theoretical approaches to customer satisfaction, especially the dispositional (Plog, 2002; Sirgy, 2010, p. 246) and the encounter (NOE, Uysal, & Magnini, 2010) approaches, but are also valuable to hotel managers, who can learn what can be done to counteract the negative effect of business travel and achieve higher levels of customer satisfaction, which is vital in the highly competitive hotel market.

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