Hotel Selection: The Evaluation of Competitive Alternatives and Their Impact on Guests’ Service Expectations

Proceedings of the 21th International Conference on Excellence in Service, Le Cnam, Paris, France, 30-31st August 2018, pp. 501-509

9 Pages Posted: 20 Nov 2019

See all articles by Aurelio G. Mauri

Aurelio G. Mauri

Università IULM

Roberta Minazzi

University of Insubria; IULM University - Milan

Stanislav Hristov Ivanov

Zangador; Zangador Research institute; Varna University of Management (VUM)

Date Written: August 31, 2018

Abstract

The analysis of the factors that affect the hotel selection by guests is an interesting area of research with important managerial implications. Customers rarely focus their evaluations and build their expectations on a single hotel property. Consequently, a key factor is to understand how customers perceive the quality of services’ attributes and which is their importance and performance when compared with other competitors. The main purpose of this study is to investigate the influence of a few competitive issues considered during the hotel’s selection and affecting the expected service.

The results of the paper show that Psychological factors, Marketing communications and word of mouth, Hotel product and services and Price have positive and statistically significant influence on expectations. Competitors’ offers and actions have no significant impact on expectations in this first step. Further research is needed to better explore this last factor.

Keywords: hotel selection, competitors, expected service, hospitality

Suggested Citation

Mauri, Aurelio G. and Minazzi, Roberta and Ivanov, Stanislav Hristov and Ivanov, Stanislav Hristov, Hotel Selection: The Evaluation of Competitive Alternatives and Their Impact on Guests’ Service Expectations (August 31, 2018). Proceedings of the 21th International Conference on Excellence in Service, Le Cnam, Paris, France, 30-31st August 2018, pp. 501-509, Available at SSRN: https://ssrn.com/abstract=3484111

Aurelio G. Mauri

Università IULM ( email )

Via Carlo Bo 1
Milano, 20143
Italy

Roberta Minazzi

University of Insubria ( email )

via Sant'Abbondio, 9
Como, 22100 22100
Italy

HOME PAGE: http://www.uninsubria.it

IULM University - Milan ( email )

Milano, Via Carlo Bo, 1-20143
Italy

Stanislav Hristov Ivanov (Contact Author)

Zangador ( email )

Varna, 9010
Bulgaria

HOME PAGE: http://www.zangador.eu

Zangador Research institute

Varna, 9010
Bulgaria

HOME PAGE: http://www.zangador.institute/

Varna University of Management (VUM) ( email )

13 Oborishte Street
Varna, 9000
Bulgaria
+359 898 680713 (Phone)

HOME PAGE: http://www.vum.bg

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