UM  > Faculty of Business Administration
Residential Collegefalse
Status已發表Published
Service attribute prioritization based on the marginal utility of attribute performance
Pan, Mengqiang1,6; Li, Nao2; Law, Rob3; Huang, Xiankai2; Wong, Ip Kin Anthony4; Zhang, Binru5; Li, Leyan2
2023-08-23
Source PublicationInternational Journal of Hospitality Management
ABS Journal Level3
ISSN0278-4319
Volume114Pages:103560
Abstract

Service attribute prioritization is a key basis for developing service quality improvement strategies. Previous studies prioritize attributes by assigning them into different strategy intervals, which make it difficult to determine the priority of attributes in the same interval. To solve this problem, some studies calculate the satisfaction of each attribute. However, this approach may cause systematic errors in calculating the satisfaction of each attribute. Accordingly, this paper proposes a new method for prioritizing service attributes by constructing an overall satisfaction (utility) function and calculating the marginal utility under current attribute performance. The validation of restaurant review data on TripAdvisor and comparison experiments with other methods show the effectiveness and advantages of this method.

KeywordAspect-based Sentiment Classification Asymmetric Relationship Attribute Prioritization Customer Satisfaction Marginal Utility Online Reviews
DOI10.1016/j.ijhm.2023.103560
URLView the original
Indexed BySSCI
Language英語English
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:001066746100001
PublisherELSEVIER SCI LTD, THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
Scopus ID2-s2.0-85172447122
Fulltext Access
Citation statistics
Document TypeJournal article
CollectionFaculty of Business Administration
ASIA-PACIFIC ACADEMY OF ECONOMICS AND MANAGEMENT
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Corresponding AuthorLi, Nao
Affiliation1.School of E-commerce and Logistics, Beijing Technology and Business University, Beijing, China
2.Academy of Digital Economy, Department of International Tourism Management, School of International Economics and Management, Beijing Technology and Business University, Beijing, China
3.Asia-Pacific Academy of Economics and Management, Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau, Macau SAR, China
4.Faculty of Business Administration, University of Macau, Macau, China
5.School of Finance and Economics, Yangtze Normal University, Chongqing, China
6.School of Business Administration, Southwestern University of Finance and Economics, Chengdu, China
Recommended Citation
GB/T 7714
Pan, Mengqiang,Li, Nao,Law, Rob,et al. Service attribute prioritization based on the marginal utility of attribute performance[J]. International Journal of Hospitality Management, 2023, 114, 103560.
APA Pan, Mengqiang., Li, Nao., Law, Rob., Huang, Xiankai., Wong, Ip Kin Anthony., Zhang, Binru., & Li, Leyan (2023). Service attribute prioritization based on the marginal utility of attribute performance. International Journal of Hospitality Management, 114, 103560.
MLA Pan, Mengqiang,et al."Service attribute prioritization based on the marginal utility of attribute performance".International Journal of Hospitality Management 114(2023):103560.
Files in This Item:
There are no files associated with this item.
Related Services
Recommend this item
Bookmark
Usage statistics
Export to Endnote
Google Scholar
Similar articles in Google Scholar
[Pan, Mengqiang]'s Articles
[Li, Nao]'s Articles
[Law, Rob]'s Articles
Baidu academic
Similar articles in Baidu academic
[Pan, Mengqiang]'s Articles
[Li, Nao]'s Articles
[Law, Rob]'s Articles
Bing Scholar
Similar articles in Bing Scholar
[Pan, Mengqiang]'s Articles
[Li, Nao]'s Articles
[Law, Rob]'s Articles
Terms of Use
No data!
Social Bookmark/Share
All comments (0)
No comment.
 

Items in the repository are protected by copyright, with all rights reserved, unless otherwise indicated.