Hotel Literature Review Essay

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CHAPTER:2 LITERATURE REVIEW

This chapter reviews the literature on loyalty and customer satisfaction. Although the major focus is on customer satisfaction in service of hotel, this chapter begins with a brief review of the importance of customer loyalty in the hotel industry. This is followed by a review of loyalty literature, which results in the construction of a definition of service loyalty for use in this study. Next, factors thought to influence the development of loyalty are discussed. In particular, emphasis is on customer satisfaction as the most important determinant for loyalty. Afterwards, the photo-elicitation approach is explained as a method for collecting guest feedback. This chapter concludes with a discussion of how services
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Facilities provided may range from a modest-quality mattress in a small room to large suites with bigger, higher-quality beds, a dresser, a fridge and other kitchen facilities, upholstered chairs, a flat screen television and en-suite bathrooms. Small, lower-priced hotels may offer only the most basic guest services and facilities. Hotel category (in the range of 0-5 stars), location (the island where the hotel is located) and the average of the scores provided by the users. About the opinions, we have gathered the following information: the user who wrote the opinion, the origin of the user, the profile (whether the user has traveled solo, with friends or with family), the textual opinion, and a set of detailed scores given by the users to six specific features: location, service, comfort, cleanliness, rooms and quality of the hotel. Trip Advisor allows their users to assign a numerical value to each of those features, computing the overall score of a hotel as the average of the feature scores. In the past few years The concept of delivering quality service for ensuring guests satisfaction to achieve guests’ loyalty and subsequent repeat business has always been a normal assumption on the part of many theorists and practitioners. The main discussion is whether high quality service actually encourages to satisfied guests to return for repeat visits to the same hotel, and conversely, whether low quality service leads to low satisfaction, discouraging guests from

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