Expectation management in hotel services: What drives guests’ expectations?

Abstract

THE AIMS OF THE PAPER

In our research, based on customer interviews conducted using the Critical Incidents Technique, we sought to answer the question of what customer expectations are for different types of accommodation, where they come from, and how they influence customer satisfaction and dissatisfaction.

METHODOLOGY

In the hypothesis test which performed with the Kruskal-Wallis test, we saw that there are significant differences in the parameters of the accommodation (type, location, hotel category) rather than along the demographic (age, gender) characteristics. In the course of the indicators shaping and forming expectations, there were typically significant differences in the elements related to the staff, while in the case of satisfaction and dissatisfaction it was in the dimension of the intention to return.

MOST IMPORTANT RESULTS

The results also showed that although satisfaction strongly correlates with the return intention variable in a positive direction, in the case of dissatisfaction parameters we obtained significant differences in almost all cases, i.e. the latter variable may be more important in the analysis of return intention formation. In the case of expectations the physical elements and environment of the hotel are mentioned primarily, but in the case of satisfaction and dissatisfaction factors there were more aspects related to staff (service quality, communication, attitude).

RECOMMENDATIONS

The interview of 111 guests provided an opportunity to perform both qualitative and quantitative analysis, so – although not representative – we examined the issue on a relatively large sample. At the end of the study, the limitations and future possibilities of the research were presented.

Acknowledgements: Supported by the ÚNKP-19-3-I-BCE-104. New National Excellence Program of the Ministry for Innovation and Technology.