Analysis of satisfiers and dissatisfiers in online hotel reviews on social media

Auteur(s)

Kim, Bona

Accéder

Beschreibung

The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show different levels of customer expectation.

Sujets

Gestion d'entreprise > Direction & management

Institution partenaire

Haute Ecole de Gestion de Genève

Langue

English

Datum

2016