An attributional approach to hotel selection. Part 2: The customers’ perceptions

Abstract

This paper (the second in a series of four) presents the findings of a study of the views of UK hotel customers when identifying the perceived importance of hotel selection and quality assessment attributes. A brief review of the methodology is presented together with an analysis of customer preferences and characteristics. As the first article in the series concentrated upon the important attributes, this paper focuses on the interjacent and relatively unimportant attributes. A discussion of the findings reveals that customers view leisure, entertainment and children-related services as relatively unimportant. The results confirm the importance of competence and the characteristics and performance of the service provider. © 1998 John Wiley & Sons, Ltd.