Browsing by Author "Mellinas, Juan Pedro"

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    Asymmetric effects of WiFi on overall satisfaction
    Mellinas, Juan Pedro; Nicolau, Juan Luis (Elsevier, 2019-09)
    This article analyzes asymmetries in positive and negative effects of WiFi on different overall satisfaction measures. Based on four theories of customer satisfaction (importance-performance theory, dissonance theory, equity theory and contrast theory), the empirical application conducted on a sample of 3,210 hotels from 18 different countries shows that, while asymmetries are observed in all cases, the inclusion of the money paid in the measurement of satisfaction leads people to exaggerate the negative effects. Also, according to the relative thinking model, the impacts of WiFi on satisfaction vary in descending order of size over the distribution of the hotel’s overall rating score: the effect of WiFi accounts more for the lowest levels of overall satisfaction, and less for the highest levels.
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    The halo effect: A longitudinal approach
    Nicolau, Juan Luis; Mellinas, Juan Pedro; Martin-Fuentes, Eva (Pergamon-Elsevier, 2020-07-01)
    The halo effect is a cognitive bias whereby people form an opinion about a characteristic of an attribute of a product based on their predisposition (positive or negative) toward another attribute. No formal testing of this effect is available in the hospitality and tourism literature. Thus, this study fills this gap by analyzing a sample of 21,338 hotels. Results indicate that: i) the halo effect is supported (the “other” attributes explain nearly 50% of the focal attribute “location”); ii) asymmetric effects exist because negative variations have a stronger influence than positive variations (the halo effect actually becomes a crown of thorns); and iii) varying effects exist over the range of the dependent variable.
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    Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location
    Mellinas, Juan Pedro; Nicolau, Juan Luis; Park, Sangwon (Elsevier, 2018-11-05)
    The purpose of this article is to analyze the effects of hotel attribute ratings on location. This analysis is highly pertinent given the prevailing use of reviews and their potential interdependence. Within the framework of prospect theory, the results show that: i) the assessment of location is influenced by the evaluation of other hotel attributes; ii) this influence is asymmetric, in line with the loss aversion phenomenon (the consumer punishes the hotel more harshly for dissatisfaction than praises it lavishly for satisfaction); and iii) the effect of a change in the evaluations of other hotel attributes on the assessment of location presents a pattern that reverses the diminishing sensitivity property. Relevant research and managerial implications are outlined.
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    Let's hook up fast! Hotel reviews and Wi-Fi flaws
    Mellinas, Juan Pedro; Nicolau, Juan Luis (Pergamon-Elsevier, 2020-01)
    Free Wi-Fi connection is a prevalent service in the modern hotel industry. The effects of Wi-Fi services on customers' satisfaction have been investigated in existing literature. However, the attributes that lead to customers' negative reviews on hotels and the effects of these attributes on hotel ratings remain unexplored. Therefore, this article attempts to fill this gap by using a sample of 4800 reviews and estimating a Heckit model. This methodology allows us to model customers' decisions to write a negative review and rate a hotel simultaneously. The effects of Wi-Fi flaws on hotels' overall ratings are estimated and discussed. Moreover, important managerial implications are consequently derived. Reference dependence and sample selection bias also remain critical when analyzing hotel ratings.
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    Satisfaction measures with monetary and non-monetary components: Hotel's overall scores
    Nicolau, Juan Luis; Mellinas, Juan Pedro; Martin-Fuentes, Eva (Elsevier, 2020-05-09)
    Hotel scores are critical indicators of satisfaction. However, the diversity of methodologies for calculating these indicators leads to notable differences. To explore such discrepancies, this study investigated the differences when monetary and non-monetary components are included in the measures of satisfaction. The empirical test conducted on over 26,000 hotels revealed that exclusively using non-monetary components in satisfaction measures (e.g., arithmetic mean of non-monetary attributes) leads to higher values than using monetary measures of satisfaction (e.g., value for money). The deviations between attribute performance and its expected value explained the difference between both satisfaction measures. In addition, the attributes to which people seem to be monetarily sensitive are “comfort,” “staff,” and “services.” This study provides a tool for decision-makers to identify the best method for communicating the hotel's satisfaction measures via its position in the market and attributes that require reinforcement.