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Increasing hotel customer value through service quality cues in Taiwan

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  • Hong-Sheng Chang

Abstract

The purpose of this paper is to elucidate how service quality cues and customer value are related, and explores the internal composition of this relationship. Samples were collected using a questionnaire, which had assessed the quality of the researcher's measurement efforts by investigating reliability and validity. Functional value is found to be affected mainly by reliable cues and accuracy of service quality, whereas conditional value is influenced by responsiveness of service quality. Furthermore, emotional value is found to be affected mainly by empathy of service quality, whereas social value is influenced by tangible cues of service quality. Finally, epistemic value is affected by responsiveness service quality. For future research, other external cues may influence perception of customer value with extrinsic information should be discussed. In practice, hotel managers can hone the relevant cues and optimise investments to raise service quality. Finally, this study provides a new shape of ‘structural’ relationships among five service quality cues and five types of customer value.

Suggested Citation

  • Hong-Sheng Chang, 2008. "Increasing hotel customer value through service quality cues in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 73-84, January.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:1:p:73-84
    DOI: 10.1080/02642060701725537
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    Cited by:

    1. Lin, Shu-Ping & Yang, Chen-Lung & Chan, Ya-hui & Sheu, Chwen, 2010. "Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach," International Journal of Production Economics, Elsevier, vol. 126(2), pages 255-263, August.
    2. Ian Sutherland & Youngseok Sim & Seul Ki Lee & Jaemun Byun & Kiattipoom Kiatkawsin, 2020. "Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation," Sustainability, MDPI, vol. 12(5), pages 1-15, February.
    3. Park, Jaehun & Lee, Byung Kwon, 2021. "An opinion-driven decision-support framework for benchmarking hotel service," Omega, Elsevier, vol. 103(C).
    4. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    5. Tseng-Lung Huang, 2018. "Creating a commercially compelling smart service encounter," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 357-377, June.
    6. Xiaolong Guo & Lina He, 2012. "Tourism Supply-Chain Coordination: The Cooperation between Tourism Hotel and Tour Operator," Tourism Economics, , vol. 18(6), pages 1361-1376, December.

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