The product-associated failures: international versus local hotels in Taiwan

• 영문명: The product-associated failures: international versus local hotels in Taiwan
• 발행기관: 한국관광학회
• 저자명: Poh Theng Loo
• 간행물 정보: 『International Journal of Tourism Science』Vol.16 No.3, 106~112쪽, 전체 7쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.11.30

영문 초록

Hotel companies both of the international and local type are mushrooming in Taiwan. Hence, the quality of hotel rooms is critical in order to remain cutting edge in hotel competitiveness in the market. However, service failure is unavoidable in services industry especially hotels due to long hours (24/7) of service delivery. Previous studies on hotels lacked systematic analysis of product-associated failure which is indeed critical. So, this study closes this gap. Online complaint data from June 2014 till December 2015 were collected from five international hotels and another five local hotels in Taipei. A total of 139 usable cases were extracted from online review websites. Thematic analysis was employed and resulted in three main categories (sensory quality, functional quality, and safety quality) and 11 subcategories. Sensory quality recorded the highest failure among these. The categorization offers significant academic and practical implications.

목차

1. Research background

2. Methodology

3. Findings and discussions

4. Conclusions

Disclosure statement

Funding

References

키워드

Product failure online review website local hotel international hotel