Purpose: This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction. Design/methodology/approach: This study uses a mixed methods approach consisting of content analysis and...

Customer experience is becoming important as the basis (necessary condition) of increasing competitive advantages in the hotel and restaurant industry. In the latest conditions, customers are becoming more demanding and discerning of the hotel's service product, resulting in the complicated task of ...

With use of a more heavily user-influenced Web 2.0 approach now commonplace online, consumers have ready access to a vast amount of detailed hotel information and online user reviews, and can share their own evaluations. Online user-generated reviews are a form of electronic word-of-mouth and...

Based on the development background of the social network environment, higher requirements are put forward for the development and transformation of hotels in the new era. As a representative industry in the service industry, the service quality and experience provided by the hotel can meet the...

Purpose: This paper aims to examine the relationship among guests' lodging recovery experience, work-related rumination, guest satisfaction and well-being, within the context of hotels and bed and breakfasts (B&Bs). Design/methodology/approach: The sample included 823 Taiwanese full-time workers....

The aim of this study is to assess customer perceptions of service quality delivered by front office, room service and an in house restaurant/café in the lodgings of Hamilton, New Zealand. A survey questionnaire was structured for this study, with the help of local managers in the lodging industry. ...

This study investigates the impact of hotel attributes and complimentary and emerging amenities on online user ratings and compares their effects across star ratings. By combining data scraped from TripAdvisor.com and hotel property information provided by the STR, a total of 763 hotel cases...

Purpose: Creating memorable experiences for customers at the individual property is one of the primary goals in hotel management across all segments. Adopting the concept of the ingredient branding, this study aims to attempt to identify the effects of bathroom amenity brands on customers'...

Purpose: The purpose of this paper is to figure out the impacts of soft innovation in the city hotels in general, whereas the focus is on figuring out if there exists a difference in vitality on the components of soft innovation among the hotel categories, as 4 stars, 5 stars and boutique hotels in ...

In this digital age, the Internet provides angry consumers an easy means to vent their dissatisfaction. Negative communications shared among consumers exert a strong and destructive influence on hospitality business. The aim of this empirical study is to explore how upscale and luxury hotels in...