Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/121567
Campo DC Valoridioma
dc.contributor.authorMartín Hernández, Juan Carlosen_US
dc.contributor.authorRudchenko, Ven_US
dc.contributor.authorSanchez-Rebull, MVen_US
dc.date.accessioned2023-03-27T09:56:56Z-
dc.date.available2023-03-27T09:56:56Z-
dc.date.issued2020en_US
dc.identifier.issn2076-3387en_US
dc.identifier.urihttp://hdl.handle.net/10553/121567-
dc.description.abstractAlthough hotels usually have clients from different nationalities, the research analyses the multicultural effects on hotel customers’ satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing interesting managerial insights into how different nationalities perceive hotel attributes differently using two hotels located in Saint Petersburg as a case study. To that end, a fuzzy hybrid method based on the technique of similarity to ideal solution (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that: (1) nationality influences the hotel guests’ satisfaction; (2) customers are, in general, more elastic in three-star hotels than in four-star hotels; (3) welcome gifts in the room and in the bathroom are key attributes in the clients’ satisfaction; and (4) Italian and Spanish guests are the least and the most satisfied customers, respectively. The study offers a number of important managerial insights to hotel managers and practitioners. The average figures obtained by general hotel satisfaction surveys usually hinder important peculiarities that need to be addressed when managers develop strategic satisfaction enhancement programmes. In particular, our results show that managers need to adapt the programmes to the differences observed by nationalities.en_US
dc.languageengen_US
dc.relation.ispartofAdministrative Sciencesen_US
dc.subject531290 Economía sectorial: turismoen_US
dc.subject.otherHotel guests' satisfactionen_US
dc.subject.otherGuest nationalityen_US
dc.subject.otherMulticultural analysisen_US
dc.subject.otherFuzzy numbersen_US
dc.subject.otherTOPSISen_US
dc.subject.otherKey hotel attributesen_US
dc.titleThe role of nationality and hotel class on guests' satisfaction: a fuzzy-TOPSIS approach applied in Saint Petersburgen_US
dc.typeArticleen_US
dc.identifier.doi10.3390/admsci10030068en_US
dc.identifier.scopus2-s2.0-85098772240-
dc.identifier.isiWOS:000578257400001-
dc.contributor.orcid#NODATA#-
dc.contributor.orcid#NODATA#-
dc.contributor.orcid#NODATA#-
dc.identifier.issue3-
dc.investigacionCiencias Sociales y Jurídicasen_US
dc.utils.revisionen_US
dc.identifier.ulpgcen_US
dc.contributor.buulpgcBU-ECOen_US
dc.description.esciESCI
item.fulltextCon texto completo-
item.grantfulltextopen-
crisitem.author.deptGIR TIDES: Investigación en Turismo y Transporte-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptDepartamento de Análisis Económico Aplicado-
crisitem.author.orcid0000-0002-2950-2405-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameMartín Hernández, Juan Carlos-
Colección:Artículos
Adobe PDF (592,25 kB)
Vista resumida

Google ScholarTM

Verifica

Altmetric


Comparte



Exporta metadatos



Los elementos en ULPGC accedaCRIS están protegidos por derechos de autor con todos los derechos reservados, a menos que se indique lo contrario.