►组织管理学系黎巎International Journal of Hospitality Management 2023

Mengqiang Pan, Nao Li, Rob Law, Xiankai Huang, IpKin Anthony Wong, Binru Zhang, Leyan Li. Service attribute prioritization based on the marginal utility of attribute performance. International Journal of Hospitality Management,2023,114:103560

【内容摘要】Service attribute prioritization is a key basis for developing service quality improvement strategies. Previous studies prioritize attributes by assigning them into different strategy intervals, which make it difficult to determine the priority of attributes in the same interval. To solve this problem, some studies calculate the satisfaction of each attribute. However, this approach may cause systematic errors in calculating the satisfaction of each attribute. Accordingly, this paper proposes a new method for prioritizing service attributes by constructing an overall satisfaction (utility) function and calculating the marginal utility under current attribute performance. The validation of restaurant review data on TripAdvisor and comparison experiments with other methods show the effectiveness and advantages of this method.