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Title: Service quality in airport hotel chains through the lens of online reviewers
Authors: Moro, S.
Lopes, R. J.
Esmerado, J.
Botelho, M.
Keywords: Hotel chain
Airport hotel
Service quality
Customer feedback
Online reviews
Issue Date: 2020
Publisher: Elsevier
Abstract: Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.
Peer reviewed: yes
DOI: 10.1016/j.jretconser.2020.102193
ISSN: 0969-6989
Appears in Collections:ISTAR-RI - Artigos em revistas científicas internacionais com arbitragem científica

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