Title: Drivers of service productivity in the hospitality industry: a customer perspective

Authors: Ha Thu Nguyen; Anh Thi Tu Le; Truong Trong Hoang

Addresses: University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, CauGiay, Hanoi, Vietnam ' Thuongmai University, 79 Ho Tung Mau, Cau Giay, Hanoi, Vietnam ' University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, CauGiay, Hanoi, Vietnam

Abstract: The Industrial Revolution 4.0 not only poses new challenges for hotel managers, but also opens up new data sources and potential analysis methods for research on service productivity and customer satisfaction. To explore determinants of tourism productivity from the customer's perspective, more than 2,700 reviews on Booking.com related to 21 luxury hotels in Vietnam were included in the integrated analysis process to make the most of both numerical and textual data. The findings of content analysis elucidated the basic and hidden dimensions of service that contribute to raising output of productivity - customer satisfaction. Besides, the comparison between the perceptions of the two main customer groups showed interesting differences between Asians and westerners. The study provides valuable suggestions for hotel managers to improve service productivity through enhancing customer satisfaction drivers and proposes to scholars a potential method for big data research and an approach to tourism service productivity.

Keywords: tourism service productivity; customer satisfaction; customer online reviews; hospitality; tourism industry; hotel industry; content analysis; tourism employees.

DOI: 10.1504/IJPQM.2023.132829

International Journal of Productivity and Quality Management, 2023 Vol.39 No.4, pp.464 - 489

Received: 23 Jul 2021
Accepted: 28 Aug 2021
Published online: 11 Aug 2023 *

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