Asymmetric effects of WiFi on overall satisfaction

Abstract

The Internet connection provided by hotels is one of the services that has a greater influence on consumers’ level of satisfaction (Antonio, de Almeida, Nunes, Batista, & Ribeiro, 2018; Hamilton, Rust, Wedel, & Dev, 2017; Li, Law, Vu, Rong, & Zhao, 2015). Nevertheless, the analysis of the potential differentiated effect of positive and negative WiFi ratings on satisfaction (asymmetric impacts) is a gap that this research attempts to fill, especially considering the different alternative overall satisfaction measures available. More important it is to know whether these symmetric/asymmetric effects are constant across different satisfaction measures.