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Explaining differences in recommendation rates: the case of South Cyprus hotels

Author

Listed:
  • Evgeny A. Antipov

    (National Research University Higher School of Economics)

  • Elena B. Pokryshevskaya

    (National Research University Higher School of Economics)

Abstract

In this study we demonstrate how publicly available data can be used to work out the indirect importance of various hotel attributes for their visitors. We apply Shapley value decomposition of the recommendation rate to compute the percentage contributions of various attributes to the overall loyalty, which helps us explain why some of Cyprus hotels have higher satisfaction ratings than the others. It appeared that satisfaction with gastronomy is the key driver of the overall satisfaction with Cyprus hotels. We conduct importance-performance analysis for one of the hotels to demonstrate a strategic management application of our empirical analysis. Directions for other potential studies using user-generated content are proposed.

Suggested Citation

  • Evgeny A. Antipov & Elena B. Pokryshevskaya, 2014. "Explaining differences in recommendation rates: the case of South Cyprus hotels," Economics Bulletin, AccessEcon, vol. 34(4), pages 2368-2376.
    • Handle: RePEc:ebl:ecbull:eb-14-00741
    as

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    References listed on IDEAS

    as
    1. Ching-Fu Chen & R. Rothschild, 2010. "An Application of Hedonic Pricing Analysis to the Case of Hotel Rooms in Taipei," Tourism Economics, , vol. 16(3), pages 685-694, September.
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    More about this item

    Keywords

    Shapley value; customer satisfaction; hotels; service attributes;
    All these keywords.

    JEL classification:

    • C7 - Mathematical and Quantitative Methods - - Game Theory and Bargaining Theory
    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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