Hotel service quality in Hong Kong: A study of tourists' expectations

1997 ◽  
Vol 3 (3) ◽  
pp. 264-271 ◽  
Author(s):  
Vincent C. S. Heung ◽  
M.Y. Wong
Keyword(s):  
Hong Kong ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality

Chinese hotel guest perception of international chain hotels under the same hotel brand in different travel destinations

2015 ◽  
Vol 23 (2) ◽  
pp. 172-188 ◽  
Author(s):  
Sunny Sun ◽  
Karen TszLun Tong ◽  
Rob Law
Keyword(s):  
Content Analysis ◽  
Hong Kong ◽  
Service Quality ◽  
Web Sites ◽  
Qualitative Approach ◽  
The West ◽  
Empirical Results ◽  
Hotel Service ◽  
Hotel Service Quality

A qualitative approach was employed to examine how Chinese hotel guests perceive international chain hotels in different travel destinations (i.e. China and abroad) under the same brand. A total of 13,204 reviews were retrieved from online hotel review Web sites, namely DaoDao.com and Ctrip.com . Content analysis of the reviews showed discrepancies in the perceptions. Chinese favoritism toward the West affected the perception of hotel service quality. Empirical results revealed the belief that hotel services in Western cities and Hong Kong are better compared with those of hotels in China. However, the perception in terms of location, rooms and facilities, cleanliness, and value was mainly affected by the experience during the actual hotel stay. No noticeable influence of Chinese favoritism was found.

Benchmarking of standard hotel service quality by KD-IPA model

2011 ◽  
Vol 14 (6) ◽  
pp. 1117-1141
Author(s):  
Li-Hsing Ho ◽  
Tien-Fu Peng ◽  
Shu-Yun Feng ◽  
Tieh-Min Yen
Keyword(s):  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality

A Study of General Reducing Criteria of Customer‐Oriented Perceived Gap for Hotel Service Quality

2008 ◽  
Vol 9 (1) ◽  
pp. 113-133 ◽  
Author(s):  
Ching‐Piao Chen ◽  
Wei‐Jaw Deng ◽  
Yi‐Chan Chung ◽  
Chih‐Hung Tsai
Keyword(s):  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality
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