Satisfaction measures with monetary and non-monetary components: Hotel's overall scores

Simple item page
dc.contributor.authorNicolau, Juan Luisen
dc.contributor.authorMellinas, Juan Pedroen
dc.contributor.authorMartin-Fuentes, Evaen
dc.date.accessioned2024-08-06T14:16:46Zen
dc.date.available2024-08-06T14:16:46Zen
dc.date.issued2020-05-09en
dc.description.abstractHotel 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.en
dc.description.versionAccepted versionen
dc.format.extent7 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 102497 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.ijhm.2020.102497en
dc.identifier.eissn1873-4693en
dc.identifier.issn0278-4319en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/120858en
dc.identifier.volume87en
dc.language.isoenen
dc.publisherElsevieren
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000531107100032&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.subjectBooking.comen
dc.subjectHotelen
dc.subjectSatisfactionen
dc.subjectScoresen
dc.titleSatisfaction measures with monetary and non-monetary components: Hotel's overall scoresen
dc.title.serialInternational Journal of Hospitality Managementen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2020-05-01en
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

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Nicolau, Mellinas and Martín-Fuentes (2020) accepted manuscript.pdf
Size:
697.45 KB
Format:
Adobe Portable Document Format
Description:
Accepted version
Download
License bundle
Now showing 1 - 1 of 1
Name:
license.txt
Size:
1.5 KB
Format:
Plain Text
Description:
Download

Collections

All Faculty Deposits
Scholarly Works, Hospitality and Tourism Management