The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach

被引：289

作者：

Xu, Xun ^{[1
]}

Li, Yibai ^{[2
]}

机构：

[1] Calif State Univ Stanislaus, Coll Business Adm, Dept Management Operat & Mkt, One Univ Circle, Turlock, CA 95382 USA

[2] Univ Scranton, Kania Sch Management, Operat & Informat Management Dept, Scranton, PA 18510 USA

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2016年 / 55卷

关键词：

Customer satisfaction; Customer dissatisfaction; Antecedents; Hotel type; Online reviews; Text mining; LATENT SEMANTIC ANALYSIS; ONLINE PRODUCT REVIEWS; USER-GENERATED CONTENT; WORD-OF-MOUTH; BEHAVIORAL INTENTIONS; GUEST SATISFACTION; SERVICE QUALITY; BUDGET HOTELS; HOSPITALITY; MANAGEMENT;

D O I：

10.1016/j.ijhm.2016.03.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Customers' online reviews play an important role in generating electronic word of mouth; these reviews serve as an online communication tool that highly influences consumers' demand for hotels. Using latent semantic analysis, which is a text mining approach, we analyze online customer reviews of hotels. We find that the determinants that create either customer satisfaction or dissatisfaction toward hotels are different and are specific to particular types of hotels, including full-service hotels, limited-service hotels, suite hotels with food and beverage, and suite hotels without food and beverage. Our study provides a clue for hoteliers to enhance customer satisfaction and alleviate customer dissatisfaction by improving service and satisfying the customers' needs for the different types of hotels the hoteliers own. (C) 2016 Elsevier Ltd. All rights reserved.

引用

页码：57 / 69

页数：13

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