Hotel Ratings
I. Locus of Recruitment, Return Rate, and Content
Bibliographic Data
| ID | 13665581 |
|---|---|
| Authors | Ashton D Trice (West Virginia University, corresponding author), Walter H Layman (Kahler Corporation, Morgantown, WV) |
| Year | 1983 |
| Volume | 53 |
| Issue | 3 |
| Pages | 898-898 |
| Publication date | 1983-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Psychological Reports (JOURNAL) |
| Journal identifiers | ISSN: 0033-2941 • E-ISSN: 1558-691X |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.2466/pr0.1983.53.3.898 |
| OpenAlex | W2082145338 |
| Language | EN |
| Citations received | 3 |
| References cited | 3 |
ratings of a hotel as a function of solicitation strategies. For 1 mo., the guests at a 357-room hotel were recruited to complete a 5-item, 5-point, high-positive Likert scale on which they rated room condition, food qualiry, and service by front office, dining room, and housekeeping staff. The 1,749 guests received fbrms at check-in, check-out, or were recruited at check-in to complete forms to be found in their rooms. Subjects were informed that the hotel was undergoing an evaluation and that the forms would be used to improve guest services. These guests were compared to those checking into the hotel during the month prior to and following the study, during which times no recruitment took place but forms were available in rooms (N = 2,193). Less than 0 895 of non-recruited guests returned forms, while 8 1% of guests recruited with fo~m at check-in, 9.2% of those recruited at check-in w~th forms in the room, and 19.3% of guests recruited at check-out completed forms. Racings were 16.3, 17.1, and 20.2, respectively, for the recruited groups, while the average for the non-recruited group was 13.8. The correlation between perceot returned and the positiveness of ratings was .94, while the number of very negative ratings (1) was inversely correlated to the percentage of respondents (-.48). These data suggest that recruitment may present a more positive and/or representative evalution than standard non-recruiting procedures in the industry, as, without special efforts to enhance return rate, guests return evaluations primarily to register complaints
Content (measure theory · Applied Psychology · Customer Service Quality and Loyalty · Mathematics · Psychology · Social Psychology · Technology Adoption and User Behaviour
| Unique citing works | 3 |
|---|---|
| Citations per year | 0.07 |
| Citation span | 1984 - 1985 (2) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 3 |