Publication Details

This is an electronic version of an article published as: Dolnicar, S, Business Travellers’ Hotel Expectations and Disappointments: A Different Perspective to Hotel Attribute Importance Investigation, Asia Pacific Journal of Tourism Research, 2002, 7(1), 29-35. The Asia Pacific Journal of Tourism Research is available here.


Hotel attribute importance studies have a long tradition in hospitality research. This study investigates the issue for business travelers by asking the respondents to state their expectations and disappointments / dissatisfaction in an open question format instead of rating the importance of attributes directly. The aim of the study is twofold: (1) to learn about expectations and past disappointments of this particular segment to provide additional insight for customizing hotel offers and (2) to investigate whether the findings reported in literature so far are mirrored or not.



Link to publisher version (DOI)