Customer satisfaction antecedents in uncertain hospitality conditions: an exploratory data mining approach
Yazarlar (3)
Mahlagha Darvıshmotevalı School Of Hotel And Tourism Management, The Hong Kong Polytechnic University, Türkiye
Doç. Dr. Hasan Evrim ARICI Kastamonu Üniversitesi, Türkiye
Mehmet Ali Köseoğlu
Metropolitan State University, Amerika Birleşik Devletleri
Metropolitan State University, Amerika Birleşik Devletleri
| Makale Türü | Özgün Makale (ESCI dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Journal of Hospitality and Tourism Insights | ||
| Dergi ISSN | 2514-9792 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | ESCI | ||
| Makale Dili | İngilizce | Basım Tarihi | 01-2025 |
| Cilt / Sayı / Sayfa | 8 / 1 / 263–284 | DOI | 10.1108/JHTI-11-2023-0845 |
| Makale Linki | http://dx.doi.org/10.1108/jhti-11-2023-0845 | ||
| UAK Araştırma Alanları |
Otel İşletmeciliği
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| Özet |
| Purpose Informed by trait and self-determination theories, the present study aims to extend the knowledge regarding the link between customer satisfaction (CS) and its antecedents, including job autonomy (JA), conscientiousness, customer uncertainty (CU) and extra-role customer service (E-RCS) in the hospitality industry. Design/methodology/approach A total of 306 frontline employees were selected from the hotels in North Cyprus, Turkey. Psychometric properties, including the validity and reliability of study variables, were assessed in the first step using confirmatory factor analysis. Then, the data were analyzed utilizing machine learning methods, mainly three exploratory data mining techniques, including lasso regression, decision trees and random forest, as well as partial dependence plots to visualize the role of suggested predictors on the outcome variable … |
| Anahtar Kelimeler |
| Autonomy | Conscientiousness | Data mining | Extra-role | Satisfaction | Uncertainty |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Web of Science | 3 |
| Scopus | 3 |
| Google Scholar | 8 |