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
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- EP ID EP170033
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