Residential College | false |
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 Publication | International Journal of Hospitality Management |
ABS Journal Level | 3 |
ISSN | 0278-4319 |
Volume | 114Pages: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. |
Keyword | Aspect-based Sentiment Classification Asymmetric Relationship Attribute Prioritization Customer Satisfaction Marginal Utility Online Reviews |
DOI | 10.1016/j.ijhm.2023.103560 |
URL | View the original |
Indexed By | SSCI |
Language | 英語English |
WOS Research Area | Social Sciences - Other Topics |
WOS Subject | Hospitality, Leisure, Sport & Tourism |
WOS ID | WOS:001066746100001 |
Publisher | ELSEVIER SCI LTD, THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND |
Scopus ID | 2-s2.0-85172447122 |
Fulltext Access | |
Citation statistics | |
Document Type | Journal article |
Collection | Faculty of Business Administration ASIA-PACIFIC ACADEMY OF ECONOMICS AND MANAGEMENT DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT |
Corresponding Author | Li, Nao |
Affiliation | 1.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. |
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