Examining the negative relationship between length of stay at a hotel and customer satisfaction: Evidence from online customer reviews

Article

Kim, J. and Han, J. 2023. Examining the negative relationship between length of stay at a hotel and customer satisfaction: Evidence from online customer reviews. International Journal of Contemporary Hospitality Management. 35 (12), pp. 4099-4116. https://doi.org/10.1108/ijchm-04-2022-0437
TypeArticle
TitleExamining the negative relationship between length of stay at a hotel and customer satisfaction: Evidence from online customer reviews
AuthorsKim, J. and Han, J.
Abstract

Purpose
Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online customer reviews, this study aims to fill this gap in the extant literature on the relationship between length of stay and customer satisfaction level.

Design/methodology/approach
The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction as measured by review ratings. The authors used the Mahalanobis matching approach to confirm the empirical findings.

Findings
This analysis shows that length of stay is negatively associated with customer satisfaction. Additionally, the authors find that this negative relationship is stronger in high-end hotels than in low-end hotels.

Research limitations/implications
The research findings contribute to the literature by shedding light on a new stream of research, namely, length of stay. Additionally, the research findings offer novel insights that could help hotel managers understand the trade-off between longer stays and customer satisfaction.

Originality/value
To the best of the authors’ knowledge, this is one of the first few studies to show the systematic impact of length of stay on the valence of online review ratings, as well as the moderating effect of hotel levels by analyzing customer online reviews on hotel experiences.

KeywordsLength of stay; Customer satisfaction; Online reviews; Review ratings; Hotel levels
Sustainable Development Goals9 Industry, innovation and infrastructure
Middlesex University ThemeCreativity, Culture & Enterprise
PublisherEmerald
JournalInternational Journal of Contemporary Hospitality Management
ISSN0959-6119
Publication dates
Online17 Mar 2023
Print08 Nov 2023
Publication process dates
Submitted05 Apr 2022
Accepted12 Feb 2023
Deposited12 Oct 2023
Output statusPublished
Accepted author manuscript
Copyright Statement

Copyright © 2023, Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher

Digital Object Identifier (DOI)https://doi.org/10.1108/ijchm-04-2022-0437
Web of Science identifierWOS:000950133300001
LanguageEnglish
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