The Causes and Behavior-altering Effects of Hotel Guests’ Dissatisfaction
Journal Title: Journal of Tourism and Services - Year 2015, Vol 6, Issue 11
Abstract
The product hotels sell is pure service. Since this product can’t be tried out in advance, its purchase depends largely on the guest’s trust [47]. Guests evaluate the service based on the fulfillment of the complete experience. This means that they don’t just rate the result but the process as well. They do this based on a subjective evaluation of the service they receive. [48]. The goal of this research is to explore – using the SERVQUAL model [28] – which characteristic of this service or which behavior of the service provider leads to a dissatisfied hotel guest either through being faulty or absent. The findings of the research reveal that the majority hotel guests who left negative feedback have done so because they were missing the manifestations of hospitality. The majority of these negative feedbacks were so severe that they resulted in actions by guests that were unfavorable for the hotel.
Authors and Affiliations
Ákos Kátay
Keywords
Related Articles
- EP ID EP170033
- DOI -
- Views 117
- Downloads 0
Theoretical Basis for Understanding Quality in Tourism From Perspective of the Czech Republic´s Practice
Communicating quality to tourism consumers is one of the most important activity in the field of tourism. As a professional body UNWTO (World Tourism Organization of the United Nations) defines quality in tourism as “the...
Perspectives on Travelling and Identity: Activating Self-Concepts According to Different Cultural Contexts
The presented study aims to approach the complex topic of travelling and identity. Being a traveler in a certain country and its cultural context is always influencing the general and situative identity. Certain parts of...
Destination management organizations (DMOs) and crisis management
The present article covers the significance of crisis management in the activities of modern destination management organizations. Apart from theoretical deliberations, whose aim was to present the idea of DMOs and their...
Rural tourism in Region Twente, The Netherlands and Leningrad Region, Russia: Comparison between rural tourism destinations and Government Policies
This paper deals with the development of Rural Tourism in both regions - Twente in Netherland and the Leningrad region in Russia. It reveals the current situation, the potential and the problems of the rural tourism deve...
The Recent Trends Describing Cultural Issues and Intercultural Management within the Framework of the Polish-German Relations
It is becoming increasingly difficult to ignore Poland in terms of a potential international collaboration. In the recent years more and more foreign concerns or investors are becoming aware of the fact that the Polish m...