Augmenting the Range of Hotel Selection Attributes: Perceptions of Managers and Customers of Three- to Five-Star UK Hotels Compared

Abstract

The paper presents the findings of two surveys of the views of UK hotel managers and customers of three- to five-star UK hotels when identifying the perceived importance of hotel selection and quality assessment attributes. The important and unimportant attributes are compared and contrasted, the former in functional categories. In order to highlight the relevance of the findings, the data are compared with six other attribute studies. The results indicate some general agreement but the current work examines a much higher number of attributes than other studies, making direct comparisons more difficult particularly in the areas of bedroom tangibles and the service provider.