Sealing the deal: Factors influencing guest satisfaction with accommodation daily deals

Carmen Cox*

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review

1 Citation (Scopus)

Abstract

This research explores the underlying determinants of guest satisfaction with accommodation purchased through daily deal promotions. The results of a survey of three hundred buyers find a generally high level of satisfaction with the overall experience of accommodation daily deals. The research contributes to the literature by identifying five factors, which underpin guest satisfaction with accommodation daily deals. It presents the first published research, which identifies the factors which significantly influence the level of satisfaction reported by guests for accommodation daily deals. The five factors identified are trade-offs associated with purchasing via a daily deal; the value and integrity of the deal; customer delight with the stay; hotel staff’s knowledge of the deal; and redemption challenges. With the exception of redemption challenges, all other factors are shown to have a significant influence on the guest’s overall satisfaction with their accommodation deal stay experience.

Original languageEnglish
Pages (from-to)532-551
Number of pages20
JournalJournal of Hospitality Marketing and Management
Volume26
Issue number5
Early online date28 Jan 2017
DOIs
Publication statusPublished - 4 Jul 2017

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