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Persuasive Communications, Online Reviews and Service Performances – A Study on Hotel Industry of New Zealand

Ahmed, Z; Fan, X; Billah, M
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Ahmed et al. (2022) Service Performances of New Zealand Hotel Industry.pdf (294.0Kb)
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http://hdl.handle.net/10292/14870
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Abstract
This study examines the relationship between external service quality and hotel performance in New Zealand. Utilising samples consisting of 719 customer reviews from 53 hotels operating under five large hotel chains in major New Zealand tourist cities, it explores how persuasive communication can be linked with the credibility and trustworthiness of online customer feedback and affect the performance of the hotel industry. The SERVQUAL model along with the persuasive communication theory ethos (credibility), logos (reason), and pathos (emotion) are used to measure customer perceptions of the service they receive from top hotel chains, assess the linkage between service performance and profitability, and make suggestions for future research. Customer feedback and ratings from the Trivago website were analysed using a content analysis approach to identify key factors important to customers. This study identifies eleven attributes that are essential to customers as well as to the industry in the service sector, namely, location, rooms, service, cleanliness, value for money, comfort, facilities, buildings, food, WIFI, and parking. The study suggests that there is a significant mediator effect of customer service quality on the interconnected relationship between customer loyalty and hotel performance. The finding provides important information for hotel retail chains that need to promote customer service quality as a vital practice for attracting new customers, as well as for retaining existing customers.
Keywords
Service performance; persuasion; persuasive communication; customer satisfaction; SERVQUAL; value relevance
Date
February 28, 2022
Source
Australasian Accounting, Business and Finance Journal, 16(1), 2022, 1-25.
Item Type
Journal Article
Publisher
University of Wollongong
Publisher's Version
https://ro.uow.edu.au/aabfj/vol16/iss1/1/
Rights Statement
©2022 Australasian Accounting Business and Finance Journal and Authors. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-Non Commercial License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

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