Asymmetric effects of WiFi on overall satisfaction

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dc.contributor.authorMellinas, Juan Pedroen
dc.contributor.authorNicolau, Juan Luisen
dc.date.accessioned2024-08-05T13:28:51Zen
dc.date.available2024-08-05T13:28:51Zen
dc.date.issued2019-09en
dc.description.abstractThis 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.en
dc.description.versionAccepted versionen
dc.format.extent4 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 102666 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.annals.2018.12.023en
dc.identifier.issn0160-7383en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/120846en
dc.identifier.volume78en
dc.language.isoenen
dc.publisherElsevieren
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000500202100021&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=930d57c9ac61a043676db62af60056c1en
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectfree WiFien
dc.subjectonline reviewsen
dc.subjectquantile regressionen
dc.subjectsatisfactionen
dc.subjectTobit modelen
dc.titleAsymmetric effects of WiFi on overall satisfactionen
dc.title.serialAnnals of Tourism Researchen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2018-12-25en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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