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An attributional approach to hotel selection. Part 2: The customers’ perceptions

✍ Scribed by Roger J. Callan

Publisher
John Wiley and Sons
Year
1998
Weight
615 KB
Volume
4
Category
Article
ISSN
1077-3509

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✦ Synopsis

This paper (the second in a series of four) presents the ®ndings of a study of the views of UK hotel customers when identifying the perceived importance of hotel selection and quality assessment attributes. A brief review of the methodology is presented together with an analysis of customer preferences and characteristics. As the ®rst article in the series concentrated upon the important attributes, this paper focuses on the interjacent and relatively unimportant attributes. A discussion of the ®ndings reveals that customers view leisure, entertainment and children-related services as relatively unimportant. The results con®rm the importance of competence and the characteristics and performance of the service provider.

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