ABSTRACT
On the other hand, other features of the guestroom such as bathroom cleanliness can drive satisfaction ratings up or down depending upon performance. A search of the phrase ‘bathroom cleanliness’ or more specic phrases such as ‘hair on oor’ or ‘dirty tub’ on a site such as Trip Advisor reveal it is not easy to keep bathrooms consistently clean for guestsmanaging both the ability and motivation of a housekeeping sta requires knowledge and experience. Due to variations in performance on such dimensions, termed one-dimensions in Kano’s model, positive performance drive satisfaction scores up and negative performance pulls them down.
