Thematic distribution by hotel
| Theme | FS | HIL | MAN | PEN | SWI | Total |
|---|---|---|---|---|---|---|
| Service quality | 8 | 21 | 16 | 9 | 0 | 54 |
| Personalized service and staff recognition | 1 | 0 | 8 | 0 | 37 | 46 |
| Revisit intention and loyalty | 8 | 7 | 4 | 13 | 2 | 34 |
| Recommendation and eWOM | 3 | 13 | 7 | 8 | 2 | 33 |
| Luxury, view, location and amenities | 11 | 3 | 3 | 8 | 0 | 25 |
| Dissatisfaction and service failure | 12 | 0 | 2 | 3 | 2 | 19 |
| Satisfaction and mixed satisfaction | 1 | 6 | 0 | 1 | 7 | 15 |
| Dining and food and beverage | 2 | 0 | 3 | 2 | 0 | 7 |
| Cleanliness and housekeeping | 0 | 0 | 6 | 0 | 0 | 6 |
| Expectations and expectation confirmation | 1 | 0 | 0 | 4 | 0 | 5 |
| Emotional and hospitality experience | 1 | 0 | 1 | 1 | 0 | 3 |
| Brand-related evaluations | 2 | 0 | 0 | 0 | 0 | 2 |
| Choice and information cues | 0 | 0 | 0 | 1 | 0 | 1 |
| Total | 50 | 50 | 50 | 50 | 50 | 250 |
| Theme | FS | HIL | MAN | PEN | SWI | Total |
|---|---|---|---|---|---|---|
| Service quality | 8 | 21 | 16 | 9 | 0 | 54 |
| Personalized service and staff recognition | 1 | 0 | 8 | 0 | 37 | 46 |
| Revisit intention and loyalty | 8 | 7 | 4 | 13 | 2 | 34 |
| Recommendation and eWOM | 3 | 13 | 7 | 8 | 2 | 33 |
| Luxury, view, location and amenities | 11 | 3 | 3 | 8 | 0 | 25 |
| Dissatisfaction and service failure | 12 | 0 | 2 | 3 | 2 | 19 |
| Satisfaction and mixed satisfaction | 1 | 6 | 0 | 1 | 7 | 15 |
| Dining and food and beverage | 2 | 0 | 3 | 2 | 0 | 7 |
| Cleanliness and housekeeping | 0 | 0 | 6 | 0 | 0 | 6 |
| Expectations and expectation confirmation | 1 | 0 | 0 | 4 | 0 | 5 |
| Emotional and hospitality experience | 1 | 0 | 1 | 1 | 0 | 3 |
| Brand-related evaluations | 2 | 0 | 0 | 0 | 0 | 2 |
| Choice and information cues | 0 | 0 | 0 | 1 | 0 | 1 |
| Total | 50 | 50 | 50 | 50 | 50 | 250 |
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