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        English Version
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        Hu, N., Zhang, T., 高寶俊*, Bose, I.What do hotel customers complain about? Text analysis using structural topic model


           Abstract:The ability to understand the causes of customers' complaints is critical for hotels to improve their service quality, customer satisfaction, and revenue. This study adopts a novel structural topic model text analysis method to analyze 27,864 hotel reviews in New York City, and show that it leads to improved inference on consumer dissatisfaction. Our results reveal 10 topics, whose appearances in the negative reviews are substantially higher than those in the positive reviews. In addition, we investigate how customer complaints vary across different hotel grades. Results indicate that customer complaints for high-end hotels are mainly related to service issues, whereas customers of low-end hotels are frequently annoyed by facility-related problems. This research contributes to the hospitality literature by enhancing our understanding of the aspects of hotel customers’ dissatisfaction through rigorous statistical analysis, their correlations, and importance for different hotel grades.
           高寶俊為本文通訊作者。本文刊登于Tourism Management, 72 (2019), 417-426
           Tourism Management 為學院英文B+類獎勵期刊;ABS4分期刊; 2018年影響因子5.9215年影響因子7.080; HOSPITALITY, LEISURE, SPORT & TOURISM 學科分類下排名1/50,在MANAGEMENT學科分類下排名8/210
        發布時間:2019-06-12 瀏覽人數:
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