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.

中文翻译：

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检查酒店入住时间与客户满意度之间的负相关关系：来自在线客户评论的证据

目的

尽管停留时间对于高效的酒店管理很重要，但将停留时间作为消费者购买后行为预测指标的研究却很少。通过分析在线客户评论，本研究旨在填补现有文献中有关停留时间与客户满意度之间关系的空白。

设计/方法论/途径

作者为这项研究收集并使用了伦敦酒店的在线评论数据。我们进行了一系列线性回归分析，以检查入住时间对通过评论评级衡量的客户满意度的影响。作者使用马哈拉诺比斯匹配方法来证实实证研究结果。

发现

该分析表明，停留时间与客户满意度呈负相关。此外，作者发现这种负相关关系在高端酒店中比在低端酒店中更为强烈。

研究局限性/影响

这些研究结果揭示了一个新的研究领域，即住院时间，从而为文献做出了贡献。此外，研究结果提供了新颖的见解，可以帮助酒店管理者了解长期住宿和客户满意度之间的权衡。

原创性/价值

据作者所知，这是最早的几项研究之一，通过分析客户对酒店的在线评论，展示了入住时间对在线评论评级效价的系统影响，以及酒店级别的调节作用。经验。