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Trust Between Customers and Hotels: Through the Expression of Trust of Customers

Liu, Yi-Ping LU (2020) SMMM20 20201
Department of Service Management and Service Studies
Abstract
The thesis aims to explore the customers' attitude and perception about trust between customers and hotels through the expression of trust of customers. Hotels nowadays interact and build relationships with customers frequently where there are many possible terms evoking expression of trust customers. In order to study the dynamic feature of trust, a qualitative approach is used. A netnographic approach is conducted on Tripadvisor and qualitative content analysis is chosen to collect and analyze empirical data. The themes are identified regarding trust between customers and hotels which are "customer trust in hotels" and "Hotel trust in customers". Several terms evoking customers' expression of trust under the two themes are also... (More)
The thesis aims to explore the customers' attitude and perception about trust between customers and hotels through the expression of trust of customers. Hotels nowadays interact and build relationships with customers frequently where there are many possible terms evoking expression of trust customers. In order to study the dynamic feature of trust, a qualitative approach is used. A netnographic approach is conducted on Tripadvisor and qualitative content analysis is chosen to collect and analyze empirical data. The themes are identified regarding trust between customers and hotels which are "customer trust in hotels" and "Hotel trust in customers". Several terms evoking customers' expression of trust under the two themes are also discussed. The thesis is able to contribute to gaining understanding on trust where hotels can take the contribution as the practical implication when employing trust to deal with customers. (Less)
Please use this url to cite or link to this publication:
author
Liu, Yi-Ping LU
supervisor
organization
course
SMMM20 20201
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Trust, Customer Trust, Hotel Trust, Hotel Sector, Hospitality, Tourism, Service Industry, Tripadvisor, Netnography
language
English
id
9012335
date added to LUP
2020-11-20 10:42:22
date last changed
2020-11-20 10:42:22
@misc{9012335,
  abstract     = {{The thesis aims to explore the customers' attitude and perception about trust between customers and hotels through the expression of trust of customers. Hotels nowadays interact and build relationships with customers frequently where there are many possible terms evoking expression of trust customers. In order to study the dynamic feature of trust, a qualitative approach is used. A netnographic approach is conducted on Tripadvisor and qualitative content analysis is chosen to collect and analyze empirical data. The themes are identified regarding trust between customers and hotels which are "customer trust in hotels" and "Hotel trust in customers". Several terms evoking customers' expression of trust under the two themes are also discussed. The thesis is able to contribute to gaining understanding on trust where hotels can take the contribution as the practical implication when employing trust to deal with customers.}},
  author       = {{Liu, Yi-Ping}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{Trust Between Customers and Hotels: Through the Expression of Trust of Customers}},
  year         = {{2020}},
}