Author:
Lu Carol,Berchoux Celine,Marek Michael W.,Chen Brendan
Abstract
Purpose
– The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them.
Design/methodology/approach
– This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction.
Findings
– The major findings of the study were that: there were no fundamental disconnects in the respective understandings of managers and guests; however, the two groups used different language to describe luxury, service quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized satisfaction in terms of value received for the price of lodging; and luxury, service quality and satisfaction were closely related in the minds of the managers and guests and were not independent constructs.
Research limitations/implications
– Recommendations are made based on marketing communications theory, that is all factors identified in this study can be considered to be part of the brand identity of the hotel; local culture can introduce variables that may be outside the scope of international standards; and information on local expectations and preferences can inform advertising and public relations efforts of the hotel.
Originality/value
– This study is significant because little research into luxury hotel customer satisfaction has been done using qualitative methodology, which provides a richer understanding of the experiences of the participants than can quantitative design.
Subject
Tourism, Leisure and Hospitality Management,Geography, Planning and Development
Reference48 articles.
1. Al Khattab, S.A.
and
Aldehayyat, J.S.
(2011), “Perceptions of service quality in Jordanian hotels”,
International Journal of Business and Management
, Vol. 6 No. 7, pp. 226-233.
2. Amenumey, E.K.
and
Lockwood, A.
(2008), “Psychological climate and psychological empowerment: an exploration in a luxury UK hotel group”,
Tourism and Hospitality Research
, Vol. 8 No. 4, pp. 265-281.
3. Berstein, L.
(1999), “Luxury and the hotel brand”,
Cornell Hotel and Restaurant Administration Quarterly
, Vol. 40, pp. 47-53.
4. Bitner, M.J.
,
Booms, B.H.
and
Stanfield, T.M.
(1990), “The service encounter: diagnosing favorable and unfavorable incidents”,
Journal of Marketing
, Vol. 54, pp. 71-84.
5. Cadotte, E.R.
and
Turgeon, N.
(1988), “Key factors in guest satisfaction”,
Cornell Hotel and Restaurant Administration Quarterly
, Vol. 28 No. 4, pp. 44-51.
Cited by
81 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献