Persuasive Communications, Online Reviews and Service Performances – A Study on Hotel Industry of New Zealand

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aut.relation.articlenumber2130en_NZ
aut.relation.issue1en_NZ
aut.relation.journalAustralasian Accounting Business and Finance Journalen_NZ
aut.relation.volume16en_NZ
aut.researcherAhmed, Zahir
dc.contributor.authorAhmed, Zen_NZ
dc.contributor.authorFan, Xen_NZ
dc.contributor.authorBillah, Men_NZ
dc.date.accessioned2022-02-03T02:32:46Z
dc.date.available2022-02-03T02:32:46Z
dc.date.copyright2022-02-28en_NZ
dc.date.issued2022-02-28en_NZ
dc.description.abstractThis study examines the relationship between external service quality and hotel performance in New Zealand. Utilising samples consisting of 719 customer reviews from 53 hotels operating under five large hotel chains in major New Zealand tourist cities, it explores how persuasive communication can be linked with the credibility and trustworthiness of online customer feedback and affect the performance of the hotel industry. The SERVQUAL model along with the persuasive communication theory ethos (credibility), logos (reason), and pathos (emotion) are used to measure customer perceptions of the service they receive from top hotel chains, assess the linkage between service performance and profitability, and make suggestions for future research. Customer feedback and ratings from the Trivago website were analysed using a content analysis approach to identify key factors important to customers. This study identifies eleven attributes that are essential to customers as well as to the industry in the service sector, namely, location, rooms, service, cleanliness, value for money, comfort, facilities, buildings, food, WIFI, and parking. The study suggests that there is a significant mediator effect of customer service quality on the interconnected relationship between customer loyalty and hotel performance. The finding provides important information for hotel retail chains that need to promote customer service quality as a vital practice for attracting new customers, as well as for retaining existing customers.en_NZ
dc.identifier.citationAustralasian Accounting, Business and Finance Journal, 16(1), 2022, 1-25.
dc.identifier.issn1834-2000en_NZ
dc.identifier.urihttps://hdl.handle.net/10292/14870
dc.publisherUniversity of Wollongongen_NZ
dc.relation.urihttps://ro.uow.edu.au/aabfj/vol16/iss1/1/
dc.rights©2022 Australasian Accounting Business and Finance Journal and Authors. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-Non Commercial License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
dc.rights.accessrightsOpenAccessen_NZ
dc.subjectService performanceen_NZ
dc.subjectpersuasionen_NZ
dc.subjectpersuasive communicationen_NZ
dc.subjectcustomer satisfactionen_NZ
dc.subjectSERVQUALen_NZ
dc.subjectvalue relevanceen_NZ
dc.titlePersuasive Communications, Online Reviews and Service Performances – A Study on Hotel Industry of New Zealanden_NZ
dc.typeJournal Article
pubs.elements-id431435
pubs.organisational-data/AUT
pubs.organisational-data/AUT/Business School Accreditation
pubs.organisational-data/AUT/Business School Accreditation/2020
pubs.organisational-data/AUT/Faculty of Business, Economics and Law
pubs.organisational-data/AUT/Faculty of Business, Economics and Law/Business School
pubs.organisational-data/AUT/Faculty of Business, Economics and Law/Business School/Accounting Department
pubs.organisational-data/AUT/PBRF
pubs.organisational-data/AUT/PBRF/PBRF Business Economics and Law
pubs.organisational-data/AUT/PBRF/PBRF Business Economics and Law/Accounting Department PBRF 2018
pubs.organisational-data/AUT/PBRF/PBRF Business Economics and Law/Faculty Review Team PBRF 2018
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