earticle

영어

Hotel guests’ expectations and actual experiences on hotel service quality often fail to coincide due the guests’ unusually high anticipation, hotels’ complete breakdown in delivering their standard, or the combination of both. Furthermore, this disconfirmation could be augmented contingent upon the level of hotel segment or classification where the guests stayed as well as the overall performance rating manifested by previous guests. By incorporating a 2x2 matrix design in which a hotel star-classification configures one dimension (2 versus 4 stars) and an average overall hotel rating (low versus high) configures the other, this explorative multiple case study uses conjoint analyses to examine the difference in the comparative importance of six hotel attributes (value, service, sleep quality, rooms, location, and cleanliness) among four prominent hotel chain brands located in the U.S. Via the analysis of online data, this study may enlighten hotel managers with various ways to accommodate hotel guests’ needs.