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

Auteur(s)

Kim, Bona

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Description

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

Date

2016