An online reviews-driven method for the prioritization of improvements in hotel services

被引：103
作者：
Zhang, Chenxi [1 ]
Xu, Zeshui [1 ]
Gou, Xunjie [1 ]
Chen, Shuixia [1 ]
机构：
[1] Sichuan Univ, Business Sch, Chengdu 610064, Peoples R China
来源：
TOURISM MANAGEMENT | 2021年 / 87卷
基金：
中国国家自然科学基金;
关键词：
Online reviews; Hotel service improvement; Customer satisfaction; Asymmetric relationship; Three-way decision model; CUSTOMER REVIEWS; ASYMMETRIC INFLUENCES; TOURIST SATISFACTION; QUALITY ATTRIBUTES; DECISION; CLASSIFICATION; INCLUSION; FEATURES; RATINGS; CHOICE;
D O I：
10.1016/j.tourman.2021.104382
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
Service improvement is of great importance for hotels to gain advantages. Several studies determined the prioritization of service improvement by identifying the relationship between service performance and customer satisfaction but ignored the impact of consumer expectations and managers' subjective opinions. This paper provides an online reviews-driven method for hoteliers to determine the prioritization of improvements in hotel services. Firstly, the improved penalty-reward contrast analysis that quantifies the sentiment tendencies and intensities in online reviews is used to identify types of service attributes. Secondly, based on the categorization of attribute types, three types of consumer expectations that affect consumer satisfaction are mined. Thirdly, the improved three-way decision model is used to determine the priority of allocation resources combining with managers' subjective opinions. Finally, the proposed method is applied to the case study of Four Seasons Hotel service improvement, and the advantages of this method are illustrated by comparative analysis.
引用
收藏
页数：13
相关论文
共 67 条
[1]   Revealing customers' satisfaction and preferences through online review analysis: The case of Canary Islands hotels [J].
Ahani, Ali ;
Nilashi, Mehrbakhsh ;
Yadegaridehkordi, Elaheh ;
Sanzogni, Louis ;
Tarik, A. Rashid ;
Knox, Kathy ;
Samad, Sarminah ;
Ibrahim, Othman .
JOURNAL OF RETAILING AND CONSUMER SERVICES, 2019, 51 :331-343
[2]   Sentiment Analysis in Tourism: Capitalizing on Big Data [J].
Alaei, Ali Reza ;
Becken, Susanne ;
Stantic, Bela .
JOURNAL OF TRAVEL RESEARCH, 2019, 58 (02) :175-191
[3]   The inclusion of competitor information in the three-factor theory of customer satisfaction [J].
Albayrak, Tahir .
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2019, 31 (04) :1924-1936
[4]   Destination attribute effects on rock climbing tourist satisfaction: an Asymmetric Impact-Performance Analysis [J].
Albayrak, Tahir ;
Caber, Meltem .
TOURISM GEOGRAPHIES, 2016, 18 (03) :280-296
[5]   Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques [J].
Albayrak, Tahir ;
Caber, Me Item .
TOURISM MANAGEMENT, 2015, 46 :43-50
[6]   The symmetric and asymmetric influences of destination attributes on overall visitor satisfaction [J].
Albayrak, Tahir ;
Caber, Meltem .
CURRENT ISSUES IN TOURISM, 2013, 16 (02) :149-166
[7]   Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes [J].
Back, Ki-Joon .
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2012, 31 (02) :535-543
[8]   Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews [J].
Berezina, Katerina ;
Bilgihan, Anil ;
Cobanoglu, Cihan ;
Okumus, Fevzi .
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2016, 25 (01) :1-24
[9]   Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry [J].
Bi, Jian-Wu ;
Liu, Yang ;
Fan, Zhi-Ping ;
Zhang, Jin .
TOURISM MANAGEMENT, 2020, 77
[10]   Modelling customer satisfaction from online reviews using ensemble neural network and effect-based Kano model [J].
Bi, Jian-Wu ;
Liu, Yang ;
Fan, Zhi-Ping ;
Cambria, Erik .
INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH, 2019, 57 (22) :7068-7088
1234567