IDEAS home Printed from https://ideas.repec.org/a/pal/jorapm/v17y2018i1d10.1057_s41272-017-0127-8.html
   My bibliography  Save this article

Nickel and dime guests for amenities: exploring guests’ perceptions of resort fees

Author

Listed:
  • Seung Hyun Lee

    (East Carolina University)

  • Jaeyong Lee

    (Premier Resort Management LLC)

Abstract

Resort fees refer to a mandatory daily surcharge imposed on guests for services and facilities. Although about 10% of U.S. hotels charge resort fees, there is a dearth of empirical studies on resort fees. Thus, this study takes an interpretative phenomenological approach and investigates guests’ view of resort fees. Based on data from https://www.TripAdvisor.com/ , guests’ perceptions of resort fees are identified in three stages: the moment they learn about this fee, the assessment of quality, availability, variety, and usage of amenities during their stay, and the evaluation of the overall hotel stay experience. Practical and theoretical implications are suggested.

Suggested Citation

  • Seung Hyun Lee & Jaeyong Lee, 2018. "Nickel and dime guests for amenities: exploring guests’ perceptions of resort fees," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(1), pages 20-31, February.
    • Handle: RePEc:pal:jorapm:v:17:y:2018:i:1:d:10.1057_s41272-017-0127-8
    DOI: 10.1057/s41272-017-0127-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41272-017-0127-8
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41272-017-0127-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Carlson, Jay P. & Weathers, Danny, 2008. "Examining differences in consumer reactions to partitioned prices with a variable number of price components," Journal of Business Research, Elsevier, vol. 61(7), pages 724-731, July.
    2. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    3. Gila Fruchter & Eitan Gerstner & Paul Dobson, 2011. "Fee or free? How much to add on for an add-on," Marketing Letters, Springer, vol. 22(1), pages 65-78, March.
    4. Monroe, Kent B, 1976. "The Influence of Price Differences and Brand Familiarity on Brand Preferences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 3(1), pages 42-49, June.
    5. Surendra N. Singh & Steve Hillmer & Ze Wang, 2011. "Efficient Methods for Sampling Responses from Large-Scale Qualitative Data," Marketing Science, INFORMS, vol. 30(3), pages 532-549, 05-06.
    6. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
    7. Kim Huat Goh & Jesse C. Bockstedt, 2013. "The Framing Effects of Multipart Pricing on Consumer Purchasing Behavior of Customized Information Good Bundles," Information Systems Research, INFORMS, vol. 24(2), pages 334-351, June.
    8. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    9. Franziska Völckner & Alexander Rühle & Martin Spann, 2012. "To divide or not to divide? The impact of partitioned pricing on the informational and sacrifice effects of price," Marketing Letters, Springer, vol. 23(3), pages 719-730, September.
    10. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Amanda Belarmino & Carola Raab & Tevfik Demirciftci, 2020. "The impact of resort fees on perceived fairness and destination brand image: an exploratory study," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 19(2), pages 129-137, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lee, K.M.C. & Kraussl, R.G.W. & Paas, L.J., 2009. "The effect of anticipated and experienced regret and pride on investors' future selling decisions," Serie Research Memoranda 0057, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    2. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
    3. Ou, Yi-Chun & Verhoef, Peter C., 2017. "The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers," Journal of Business Research, Elsevier, vol. 80(C), pages 106-115.
    4. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    5. Makkar, Marian & Yap, Sheau-Fen, 2018. "Emotional experiences behind the pursuit of inconspicuous luxury," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 222-234.
    6. Mao, Wen & Oppewal, Harmen, 2010. "Did I choose the right university? How post-purchase information affects cognitive dissonance, satisfaction and perceived service quality," Australasian marketing journal, Elsevier, vol. 18(1), pages 28-35.
    7. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
    8. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
    9. Sánchez-García, Isabel & Currás-Pérez, Rafael, 2011. "Effects of dissatisfaction in tourist services: The role of anger and regret," Tourism Management, Elsevier, vol. 32(6), pages 1397-1406.
    10. Hosany, Sameer & Prayag, Girish, 2013. "Patterns of tourists' emotional responses, satisfaction, and intention to recommend," Journal of Business Research, Elsevier, vol. 66(6), pages 730-737.
    11. Gupta, Aditya & Eilert, Meike & Gentry, James W., 2020. "Can I surprise myself? A conceptual framework of surprise self-gifting among consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    12. Roman Kraussl & Carmen Lee & Leo Paas, 2013. "The Effect of Anticipated and Experienced Regret and Pride on Investors Future Selling Decisions," DEM Discussion Paper Series 13-5, Department of Economics at the University of Luxembourg.
    13. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
    14. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
    15. Nur’Hidayah Che Ahmat Author_Email: nurhidayahcheahmat@gmail.com & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-169, Conference Master Resources.
    16. Md Shamim Hossain & Mst Farjana Rahman, 2023. "Customer Sentiment Analysis and Prediction of Insurance Products’ Reviews Using Machine Learning Approaches," FIIB Business Review, , vol. 12(4), pages 386-402, December.
    17. Ivan Barreda-Tarrazona & Ainhoa Jaramillo-Gutierrez & Daniel Navarro-Martinez & Gerardo Sabater-Grande, 2014. "The role of forgone opportunities in decision making under risk," Journal of Risk and Uncertainty, Springer, vol. 49(2), pages 167-188, October.
    18. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    19. Richard C. Bishop & Kevin J. Boyle, 2021. "On Adding-Up as a Validity Criterion for Stated-Preference Studies," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 80(3), pages 587-601, November.
    20. Hasan Al-Banna & Izra Berakon, 2024. "From bank to P2P lending: switching intention of SME’s: evidence from Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 568-581, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jorapm:v:17:y:2018:i:1:d:10.1057_s41272-017-0127-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.