Guest online review: An extraordinary focus on hotel users' satisfaction, engagement, and loyalty

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F21%3A63530618" target="_blank" >RIV/70883521:28120/21:63530618 - isvavai.cz</a>

Výsledek na webu

<a href="https://www.tandfonline.com/doi/full/10.1080/1528008X.2021.1920550" target="_blank" >https://www.tandfonline.com/doi/full/10.1080/1528008X.2021.1920550</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/1528008X.2021.1920550" target="_blank" >10.1080/1528008X.2021.1920550</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Guest online review: An extraordinary focus on hotel users' satisfaction, engagement, and loyalty

Popis výsledku v původním jazyce

The article aims to heighten the impact of guest online reviews on the hotel industry. Its objective is to increase the volume of users on the degree of satisfaction for effective engagement and loyalty in the luxury hotel context. Based on a keyword-driven search, the study has examined the factors influencing the guest online reviews: guest feedback, hotel management response, and customer decision-making process. They, in turn, impact the levels of customer satisfaction and engagement in the hotel and tourism industry in Vietnam. The practical problem takes place when there is a decline in the number of customers. Particularly hotel management is involved in facing negative comments in the online market. The quantitative method tested the validity of the measurements of the questionnaire and the correlation of the constructs through SPSS tools. Three hundred and eighty-four respondents participated in the survey, who are associating with the hotel and tourism profession. The results show that the customer’s decision-making process holds the most significant impact in guest reviews’ online activity toward the hoteliers’ service quality to create positive customer satisfaction in handling online communication. The study’s implications are to foster luxury hotel management and sustainable tourism by adopting guest online reviews in developed and developing countries. Its limitation and further study are also discussed to an overall understanding of existing and future research.

Název v anglickém jazyce

Guest online review: An extraordinary focus on hotel users' satisfaction, engagement, and loyalty

Popis výsledku anglicky

The article aims to heighten the impact of guest online reviews on the hotel industry. Its objective is to increase the volume of users on the degree of satisfaction for effective engagement and loyalty in the luxury hotel context. Based on a keyword-driven search, the study has examined the factors influencing the guest online reviews: guest feedback, hotel management response, and customer decision-making process. They, in turn, impact the levels of customer satisfaction and engagement in the hotel and tourism industry in Vietnam. The practical problem takes place when there is a decline in the number of customers. Particularly hotel management is involved in facing negative comments in the online market. The quantitative method tested the validity of the measurements of the questionnaire and the correlation of the constructs through SPSS tools. Three hundred and eighty-four respondents participated in the survey, who are associating with the hotel and tourism profession. The results show that the customer’s decision-making process holds the most significant impact in guest reviews’ online activity toward the hoteliers’ service quality to create positive customer satisfaction in handling online communication. The study’s implications are to foster luxury hotel management and sustainable tourism by adopting guest online reviews in developed and developing countries. Its limitation and further study are also discussed to an overall understanding of existing and future research.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach<br>I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2021

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Journal of Quality Assurance in Hospitality &amp; Tourism

ISSN

1528-008X

e-ISSN

—

Svazek periodika

neuveden

Číslo periodika v rámci svazku

neuvedeno

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

32

Strana od-do

—

Kód UT WoS článku

000658221600001

EID výsledku v databázi Scopus

2-s2.0-85107462461