Study of the critical success factors of emblematic hotels through the analysis of content of online opinions
| Autor: | Estefanía Hernández-Estárico, Sandra Morini-Marrero, M. Lilibeth Fuentes-Medina |
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| Rok vydání: | 2018 |
| Předmět: |
Value (ethics)
Organizational Behavior and Human Resource Management Analysis of content Strategy and Management media_common.quotation_subject lcsh:Business Business model Q02 Emblematic hotels Sentiment analysis Originality Perception lcsh:Finance lcsh:HG1-9999 ddc:650 0502 economics and business Critical success factor Business and International Management Marketing Value chain F31 media_common Critical success factors G15 05 social sciences Tourism Leisure and Hospitality Management 050211 marketing Spanish Tourist Paradors Business lcsh:HF5001-6182 050212 sport leisure & tourism Finance Tourism |
| Zdroj: | European Journal of Management and Business Economics, Vol 27, Iss 1, Pp 42-65 (2018) |
| ISSN: | 2444-8451 |
| DOI: | 10.1108/ejmbe-11-2017-0052 |
| Popis: | Purpose The purpose of this paper is to identify the critical success factors of emblematic hotels from the perspective of the guest, by analysing the direct activities that make up the value chain of these types of establishments. Design/methodology/approach The authors use the case study methodology to derive conclusions that contribute to the development of a theory about the success factors of emblematic hotels. The case selected is the Spanish Tourist Parador chain. The authors carried out over a period of two years a data mining analysis of the online comments posted by its guests. Findings The results indicate that the attributes of location and facilities are critical success factors expected a priori given the nature of the business of such establishments, based on the singular nature of the buildings. Another critical success factor is personnel, which seems to indicate that the Paradors support their business model by employing highly qualified staff, but give less attention to restaurant services or the room, according to guest perceptions. Originality/value The paper provides required evidence on the critical success factors of emblematic hotels adapting Porter’s value chain, for the tourism accommodation sector, through the analysis of direct value chain activities. In addition, the existing literature is broadened by taking a perspective scarcely studied, the guest perception of hotel establishments, online content posted by the user on the establishment’s website, rather than simply considering the traditional views of the experts/managers, through structures questionnaires. Besides, the results provide practical and useful implications for the managements of the emblematic hotels under study. |
| Databáze: | OpenAIRE |
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