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Yıl 2022, Cilt 10, Sayı 3, 337 - 360, 01.09.2022
https://doi.org/10.30519/ahtr.969226

Öz

Kaynakça

  • Ariffin, A. A., & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31, 191-198. doi:10.1016/j.ijhm.2011.04.012.
  • Auld, G. W., Boushey, C. J., Cluskey, M., Misner, S. L., & Wang, C. (2007). Development of a decision tree to determine appropriateness of NVivo in analyzing qualitative data sets. Journal of Nutrition, Education and Behavior, 39(1), 37-47. doi:10.1016/j.jneb.2006.09.006.
  • Austin, Z., & Sutton, J. (2014). Qualitative research: Getting started. The Canadian Journal of Hospital Pharmacy, 67(6), 436-440.
  • Babakus, E., Yavas, U., & Eroglu, S. (2005). Gender effects on relational and core service dimensions of hotel choice decisions. Journal of Relationship Marketing, 4(1-2), 3-20. doi: 10.1300/J366v04n01_02.
  • Baruca, P., & Civre, Z. (2012). How do guests choose a hotel? Academica Turistica, 5(1), 75-84.
  • Blackwell, D. R., Miniard, P. W., & Engel, J. F. (2006). Consumer Behaviour (10th edition). Mason: Thomson South-Western.
  • Blesic, I., Ivkov-Dţigurski, A., Stankov, U., Stamenkoviš, I., & Bradiš, M. (2011). Research of expected and perceived service quality in hotel management. Journal of Tourism, 11, 5-13.
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77-101.
  • Brownell, J. (2011). Creating value for women business travelers: focusing on emotional outcomes. Cornell Hospitality Report, 11(12), 6-17.
  • Bryman, A. (2012). Social research methods. Oxford; New York: Oxford University Press.
  • Cetin, G. (2020). Experience vs quality: predicting satisfaction and loyalty in services. The Service Industries Journal, 40(15-16), 1167-1182. doi:10.1080/02642069.2020.1807005.
  • Cetin, G., & Walls, A. (2016). Understanding the customer experiences from the perspective of guests and hotel managers: empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing & Management, 25(4), 395-424 doi:10.1080/19368623.2015.1034395.
  • Cetin, G., Akova, O., & Kaya, F. (2014). Components of experiential value: case of hospitality industry. Procedia - Social and Behavioral Sciences, 150, 1040-1049.
  • Chan, E. S., & Lam, D. (2013). Hotel safety and security systems: bridging the gap between managers and guests. International Journal of Hospitality Management, 32, 202-216. doi: 10.1016/j.ijhm.2012.05.010.
  • Chan, E. S., & Wong, S. C. (2006). Hotel selection: When price is not the issue. Journal of Vacation Marketing, 12(2), 142-159.
  • Chen, H. S. (2019). A pilot study of business travelers' stress-coping strategies. Tourism and Hospitality Research, 19(2), 252-258.
  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297.
  • Chung, K. Y., Oh, S. Y., Kim, S. S., & Han, S. Y. (2004). Three representative market segmentation methodologies for hotel guest room customers. Tourism Management, 25(4), 429-441.
  • Cobanoglu, C., Corbaci, K., Moreo, P. J., & Ekinci, Y. (2003). A comparative study of the importance of hotel selection components by Turkish business travelers. International Journal of Hospitality & Tourism Administration, 4(1), 1-22. doi: 10.1300/J149v04n01_01.
  • Creswell, J. W. (2007). Qualitative inquiry and research design: Choosing among five approaches. Thousand Oaks: Sage Publications.
  • Deng, W.-J., Kuo, Y.-F., & Chen, W.-C. (2008). Revised importance-performance analysis: three-factor theory and benchmarking. The Service Industries Journal, 28(1), 37-51. doi:10.1080/02642060701725412.
  • Feickert, J., Verma, R., Plaschka, G., & Dev, C. S. (2006). Safeguarding your customers: The guest's view of hotel security. Cornell Hotel and Restaurant Administration Quarterly, 47(3), 224-244.
  • Garcia, M. (2014). The rise of female business travelers. New York: Skift Research.
  • Gumaste, R. R. (2019). A study of preferences of in-room facilities by female business travelers in hotels (with special reference to 5 star business hotels in Pune city). International Journal of Research and Analytical Reviews, 6(1), 63-67.
  • Gummesson, E. (2000). Qualitative methods in research management (2nd Ed.). California: Sage.
  • Hao, J. S., & Har, C. O. (2014). A study of the preferences of business female travelers on the selection of accommodation. Procedia-Social and Behavioral Sciences, 144, 176-186.
  • Hennink, M. M. (2014). Understanding focus group discussions. New York: Oxford University Press.
  • Heo, C., & Hyun, S. S. (2015). Do luxury room amenities affect guests’ willingness to pay? International Journal of Hospitality Management, 46, 161-168 doi: 10.1016/j.ijhm.2014.10.002.
  • Hinkes, C. (2021). Key aspects to consider when conducting synchronous text based online focus groups- a research note. International Journal of Social Research Methodology, 24(6), 753-759. doi: 10.1080/13645579.2020.1801277.
  • Howell, R. A., Moreo, P. J., & DeMicco, F. J. (1993). A qualitative analysis of hotel services desired by female business travelers. Journal of Travel and Tourism Marketing, 1(4), 115-132.
  • Hu, F., & Trivedi, R. (2020). Mapping hotel brand positioning and competitive landscapes by text-mining user-generated content. International Journal of Hospitality Management 84, 102317.
  • Hussain, S., & Khanna, K. (2019). Guest satisfaction: A comparative study of hotel employees' and guests' perception. International Journal of Hospitality and Tourism Systems, 12(1), 83-93.
  • Hussain, S. (2017). Guest satisfaction in the 5 star deluxe hotel of Delhi determinants and challenges. Unpublished doctoral dissertation, Amity School of Hospitality, Noida, U.P.. Retrieved from http://hdl.handle.net/10603/189029
  • Iacobucci, D., & Ostrom, A. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology, 2(3), 257-286.
  • Juwaheer, T. D. (2011). Gender bias in hotel guests' perceptions of service quality: An empirical investigation of hotels in Mauritius. e-Review of Tourism Research, 9(5), 164-189.
  • Khanna, A., & Tyagi, G. (2019). The 2019 Indian Hospitality Trends & Opportunities Report. New Delhi: Hotelivate.
  • Khoo-Lattimore, C., Prayag, G., & Disegna, M. (2018). Me, my girls, and the ideal hotel: Segmenting motivations of the girlfriend getaway market using fuzzy C-medoids for fuzzy data. Journal of Travel Research, 58(5), 774-792.
  • Kim, B., Kim, S., King, B. E., & Heo, C. Y. (2019). Luxurious or economical? An identification of tourists' preferred hotel attributes using best-worst scaling (BWS). Journal of Vacation Marketing, 25(2), 162-175.
  • Kim, D., & Perdue, R. R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246-257. doi: 10.1016/j.ijhm.2013.05.012.
  • Kim, D., Hong, S., Park, B.-J., & Kim, I. (2020). Understanding heterogeneous preferences of hotel choice attributes: Do customer segments matter?. Journal of Hospitality and Tourism Management, 45, 330-337. doi: 10.1016/j.jhtm.2020.08.014.
  • Kim, Y. (2018). Power moderates the impact of desire for exclusivity on luxury experiential consumption. Psychology & Marketing, 35(4), 283–293. doi:10.1002/mar.21086
  • King, C., & Grace, D. (2008). Internal branding: Exploring the employee's perspective. Journal of Brand Management, 15(5), 358-372. doi:10.1080/10548408.2011.588108.
  • Kitzinger, J. (1994). The methodology of focus groups: The importance of interaction between research participants. Sociology of Health, 16(1), 103-121.
  • Lee, P. C., Lee, M. J., & Cheng, T.-T. (2019). Importance of wellness concepts in the hotel industry: Perspectives from the millennials. Journal of Quality Assurance in Hospitality and Tourism, 20(6), 729-752. doi:10.1080/1528008X.2019.1616041.
  • Lester, S. (1999). An introduction to phenomenological research. Taunton UK: Stan Lester Developments.
  • Liu, S., Law, R., Rong, J., Li, G., & Hall, J. (2013). Analyzing changes in hotel customers’ expectations by trip mode. International Journal of Hospitality Management, 34, 359-371. doi: 10.1016/j.ijhm.2012.11.011.
  • Lobe, B. (2017). Best practices for synchronous online focus groups. In R. S. Barbour, & D. L. Morgan (Eds), A New Era in Focus Group Research (pp. 227-250). London: Palgrave Macmillan.
  • Lockwood, A., & Pyun, K. (2019). How do customers respond to the hotel servicescape? International Journal of Hospitality Management, 82, 231–241. doi: 10.1016/j.ijhm.2019.04.016 .
  • Lockyer, T. (2002). Business guests’ accommodation selection: The view from both sides. International Journal of Contemporary Hospitality Management, 14(6), 294-300. doi: 10.1108/09596110210436832.
  • Lockyer, T. (2005a). The perceived importance of price as one hotel selection dimension. Tourism Management, 26(4), 529-537.
  • Lockyer, T. (2005b). Understanding the dynamics of the hotel accommodation purchase decision. International Journal of Contemporary Hospitality Management, 17(6), 481-492 doi: 10.1108/09596110510612121.
  • Luk, S. T., & Layton, R. (2002). Perception gaps in customer expectations: Managers versus service providers and customers. The Service Industries Journal, 22(2), 109-128.
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Expectations of Domestic Women Business Travelers from Hotel Accommodation: A Perspective of Hotel Managers

Yıl 2022, Cilt 10, Sayı 3, 337 - 360, 01.09.2022
https://doi.org/10.30519/ahtr.969226

Öz

The objective of this paper is to ascertain the perception of hotel managers concerning the expectations of domestic women business travelers (DWBT) through qualitative analysis. This research was performed using synchronous focus group discussions (FGDs) virtually on Microsoft Teams. Participants belonged to the management of 5-star hotels in Delhi and Gurugram (cities in the National Capital Region, India). Transcripts were analyzed thematically using NVivo (Release 1.0) software. The authors have proposed seven core themes associated with female symbols of expectations looked forward to by DWBT from their hotel stay. These are guest room as the expectation of servicescape and design, hotel services as the expectation of comfort, amenities as the expectation of quality and value, hotel security as the expectation of assurance and trust, augmented specials being the expectation of personalization, selection triggers being the expectation of convenience and suitability, and customized meal requirements being the expectation of health and wellbeing. Hospitality marketers may apply strategic planning and decision-making to devise focused communication strategies to accomplish the expectations of this segment. To the best of our knowledge, this research is the first to break new ground to assess findings using synchronous FGDs for understanding the expectations of DWBT from the management perspective.

Kaynakça

  • Ariffin, A. A., & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31, 191-198. doi:10.1016/j.ijhm.2011.04.012.
  • Auld, G. W., Boushey, C. J., Cluskey, M., Misner, S. L., & Wang, C. (2007). Development of a decision tree to determine appropriateness of NVivo in analyzing qualitative data sets. Journal of Nutrition, Education and Behavior, 39(1), 37-47. doi:10.1016/j.jneb.2006.09.006.
  • Austin, Z., & Sutton, J. (2014). Qualitative research: Getting started. The Canadian Journal of Hospital Pharmacy, 67(6), 436-440.
  • Babakus, E., Yavas, U., & Eroglu, S. (2005). Gender effects on relational and core service dimensions of hotel choice decisions. Journal of Relationship Marketing, 4(1-2), 3-20. doi: 10.1300/J366v04n01_02.
  • Baruca, P., & Civre, Z. (2012). How do guests choose a hotel? Academica Turistica, 5(1), 75-84.
  • Blackwell, D. R., Miniard, P. W., & Engel, J. F. (2006). Consumer Behaviour (10th edition). Mason: Thomson South-Western.
  • Blesic, I., Ivkov-Dţigurski, A., Stankov, U., Stamenkoviš, I., & Bradiš, M. (2011). Research of expected and perceived service quality in hotel management. Journal of Tourism, 11, 5-13.
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77-101.
  • Brownell, J. (2011). Creating value for women business travelers: focusing on emotional outcomes. Cornell Hospitality Report, 11(12), 6-17.
  • Bryman, A. (2012). Social research methods. Oxford; New York: Oxford University Press.
  • Cetin, G. (2020). Experience vs quality: predicting satisfaction and loyalty in services. The Service Industries Journal, 40(15-16), 1167-1182. doi:10.1080/02642069.2020.1807005.
  • Cetin, G., & Walls, A. (2016). Understanding the customer experiences from the perspective of guests and hotel managers: empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing & Management, 25(4), 395-424 doi:10.1080/19368623.2015.1034395.
  • Cetin, G., Akova, O., & Kaya, F. (2014). Components of experiential value: case of hospitality industry. Procedia - Social and Behavioral Sciences, 150, 1040-1049.
  • Chan, E. S., & Lam, D. (2013). Hotel safety and security systems: bridging the gap between managers and guests. International Journal of Hospitality Management, 32, 202-216. doi: 10.1016/j.ijhm.2012.05.010.
  • Chan, E. S., & Wong, S. C. (2006). Hotel selection: When price is not the issue. Journal of Vacation Marketing, 12(2), 142-159.
  • Chen, H. S. (2019). A pilot study of business travelers' stress-coping strategies. Tourism and Hospitality Research, 19(2), 252-258.
  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297.
  • Chung, K. Y., Oh, S. Y., Kim, S. S., & Han, S. Y. (2004). Three representative market segmentation methodologies for hotel guest room customers. Tourism Management, 25(4), 429-441.
  • Cobanoglu, C., Corbaci, K., Moreo, P. J., & Ekinci, Y. (2003). A comparative study of the importance of hotel selection components by Turkish business travelers. International Journal of Hospitality & Tourism Administration, 4(1), 1-22. doi: 10.1300/J149v04n01_01.
  • Creswell, J. W. (2007). Qualitative inquiry and research design: Choosing among five approaches. Thousand Oaks: Sage Publications.
  • Deng, W.-J., Kuo, Y.-F., & Chen, W.-C. (2008). Revised importance-performance analysis: three-factor theory and benchmarking. The Service Industries Journal, 28(1), 37-51. doi:10.1080/02642060701725412.
  • Feickert, J., Verma, R., Plaschka, G., & Dev, C. S. (2006). Safeguarding your customers: The guest's view of hotel security. Cornell Hotel and Restaurant Administration Quarterly, 47(3), 224-244.
  • Garcia, M. (2014). The rise of female business travelers. New York: Skift Research.
  • Gumaste, R. R. (2019). A study of preferences of in-room facilities by female business travelers in hotels (with special reference to 5 star business hotels in Pune city). International Journal of Research and Analytical Reviews, 6(1), 63-67.
  • Gummesson, E. (2000). Qualitative methods in research management (2nd Ed.). California: Sage.
  • Hao, J. S., & Har, C. O. (2014). A study of the preferences of business female travelers on the selection of accommodation. Procedia-Social and Behavioral Sciences, 144, 176-186.
  • Hennink, M. M. (2014). Understanding focus group discussions. New York: Oxford University Press.
  • Heo, C., & Hyun, S. S. (2015). Do luxury room amenities affect guests’ willingness to pay? International Journal of Hospitality Management, 46, 161-168 doi: 10.1016/j.ijhm.2014.10.002.
  • Hinkes, C. (2021). Key aspects to consider when conducting synchronous text based online focus groups- a research note. International Journal of Social Research Methodology, 24(6), 753-759. doi: 10.1080/13645579.2020.1801277.
  • Howell, R. A., Moreo, P. J., & DeMicco, F. J. (1993). A qualitative analysis of hotel services desired by female business travelers. Journal of Travel and Tourism Marketing, 1(4), 115-132.
  • Hu, F., & Trivedi, R. (2020). Mapping hotel brand positioning and competitive landscapes by text-mining user-generated content. International Journal of Hospitality Management 84, 102317.
  • Hussain, S., & Khanna, K. (2019). Guest satisfaction: A comparative study of hotel employees' and guests' perception. International Journal of Hospitality and Tourism Systems, 12(1), 83-93.
  • Hussain, S. (2017). Guest satisfaction in the 5 star deluxe hotel of Delhi determinants and challenges. Unpublished doctoral dissertation, Amity School of Hospitality, Noida, U.P.. Retrieved from http://hdl.handle.net/10603/189029
  • Iacobucci, D., & Ostrom, A. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology, 2(3), 257-286.
  • Juwaheer, T. D. (2011). Gender bias in hotel guests' perceptions of service quality: An empirical investigation of hotels in Mauritius. e-Review of Tourism Research, 9(5), 164-189.
  • Khanna, A., & Tyagi, G. (2019). The 2019 Indian Hospitality Trends & Opportunities Report. New Delhi: Hotelivate.
  • Khoo-Lattimore, C., Prayag, G., & Disegna, M. (2018). Me, my girls, and the ideal hotel: Segmenting motivations of the girlfriend getaway market using fuzzy C-medoids for fuzzy data. Journal of Travel Research, 58(5), 774-792.
  • Kim, B., Kim, S., King, B. E., & Heo, C. Y. (2019). Luxurious or economical? An identification of tourists' preferred hotel attributes using best-worst scaling (BWS). Journal of Vacation Marketing, 25(2), 162-175.
  • Kim, D., & Perdue, R. R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246-257. doi: 10.1016/j.ijhm.2013.05.012.
  • Kim, D., Hong, S., Park, B.-J., & Kim, I. (2020). Understanding heterogeneous preferences of hotel choice attributes: Do customer segments matter?. Journal of Hospitality and Tourism Management, 45, 330-337. doi: 10.1016/j.jhtm.2020.08.014.
  • Kim, Y. (2018). Power moderates the impact of desire for exclusivity on luxury experiential consumption. Psychology & Marketing, 35(4), 283–293. doi:10.1002/mar.21086
  • King, C., & Grace, D. (2008). Internal branding: Exploring the employee's perspective. Journal of Brand Management, 15(5), 358-372. doi:10.1080/10548408.2011.588108.
  • Kitzinger, J. (1994). The methodology of focus groups: The importance of interaction between research participants. Sociology of Health, 16(1), 103-121.
  • Lee, P. C., Lee, M. J., & Cheng, T.-T. (2019). Importance of wellness concepts in the hotel industry: Perspectives from the millennials. Journal of Quality Assurance in Hospitality and Tourism, 20(6), 729-752. doi:10.1080/1528008X.2019.1616041.
  • Lester, S. (1999). An introduction to phenomenological research. Taunton UK: Stan Lester Developments.
  • Liu, S., Law, R., Rong, J., Li, G., & Hall, J. (2013). Analyzing changes in hotel customers’ expectations by trip mode. International Journal of Hospitality Management, 34, 359-371. doi: 10.1016/j.ijhm.2012.11.011.
  • Lobe, B. (2017). Best practices for synchronous online focus groups. In R. S. Barbour, & D. L. Morgan (Eds), A New Era in Focus Group Research (pp. 227-250). London: Palgrave Macmillan.
  • Lockwood, A., & Pyun, K. (2019). How do customers respond to the hotel servicescape? International Journal of Hospitality Management, 82, 231–241. doi: 10.1016/j.ijhm.2019.04.016 .
  • Lockyer, T. (2002). Business guests’ accommodation selection: The view from both sides. International Journal of Contemporary Hospitality Management, 14(6), 294-300. doi: 10.1108/09596110210436832.
  • Lockyer, T. (2005a). The perceived importance of price as one hotel selection dimension. Tourism Management, 26(4), 529-537.
  • Lockyer, T. (2005b). Understanding the dynamics of the hotel accommodation purchase decision. International Journal of Contemporary Hospitality Management, 17(6), 481-492 doi: 10.1108/09596110510612121.
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Ayrıntılar

Birincil Dil İngilizce
Konular Otelcilik, Konaklama, Spor ve Turizm
Bölüm Araştırma Makalesi
Yazarlar

Gagandeep NARULA> (Sorumlu Yazar)
Banarsidas Chandiwala Institute of Hotel Management and Catering Technology
0000-0002-5898-6648
India


Tanuja KAUSHİK>
School of Hospitality and Student Welfare, GD Goenka University, Gurugram
0000-0003-2554-6926
India


Sarah HUSSAİN>
Department of Tourism and Hospitality Management, Jamia Millia Islamia
0000-0003-0161-4699
India


Frederick DEMİCCO>
The Franke College of Business, School of Hotel and Restaurant Management
0000-0002-7768-686X
United States

Yayımlanma Tarihi 1 Eylül 2022
Başvuru Tarihi 9 Temmuz 2021
Kabul Tarihi 4 Ocak 2022
Yayınlandığı Sayı Yıl 2022, Cilt 10, Sayı 3

Kaynak Göster

APA Narula, G. , Kaushik, T. , Hussain, S. & Demicco, F. (2022). Expectations of Domestic Women Business Travelers from Hotel Accommodation: A Perspective of Hotel Managers . Advances in Hospitality and Tourism Research (AHTR) , 10 (3) , 337-360 . DOI: 10.30519/ahtr.969226


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