An online reviews-driven method for the prioritization of improvements in hotel services |
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Affiliation: | 1. Major in Industrial Quality Engineering, Division of Cosmetic Science and Technology, Daegu Haany University, 1 Hanuidae-ro, Gyeongsan, Gyongsabuk-do 38610, Republic of Korea;2. Department of Industrial Systems and Management, National University of Singapore, 1 Engineering Drive 2, Singapore 117576, Singapore;3. Department of Business Administration, Changwon National University, 20 Changwondaehak-ro Uichang-gu Changwon-si, Gyeongsangnam-do 51140, Republic of Korea |
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Abstract: | 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. |
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Keywords: | Online reviews Hotel service improvement Customer satisfaction Asymmetric relationship Three-way decision model |
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