Perceived image study with online data from social media: the case of boutique hotels in China

Wang, Wanfei; Ying, Shun; Lyu, Jiaying; Qi, Xiaoguang

doi:10.1108/imds-11-2018-0483

Cited by 25 publications

(22 citation statements)

References 37 publications

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“…Computerized methods vary, but the methods most frequently used in the tourism field are word-frequency analysis (Berezina et al , 2016) and Latent Dirichlet allocation (LDA) (Guo et al , 2017). Word frequency can be extracted and calculated by using software such as CATPAC (Lee and Hu, 2005) or by writing a Python program (Wang et al , 2019). For instance, high-frequency keywords (staff, service and room) were identified to show the most frequent complaint factors (Lee and Hu, 2005).…”

Section: Literature Reviewmentioning

confidence: 99%

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Ying

Chan

2020

IJCHM

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Purpose The paper aims to identify the emergent themes of hotel guests’ satisfaction, to compare the distribution of the attributes of the themes between Chinese and North American guests and to compare the importance of the themes for different satisfaction levels between Chinese and North American guests from a cross-cultural perspective. Design/methodology/approach By adopting Python (a computer language), the word-frequency method was used to identify emergent themes of hotel guests’ satisfaction. Topic modeling was adopted to compare the attributes distribution of each theme and the features of satisfaction between Chinese and North American guests. Findings First, three themes were identified including functionality, staff and price. Functionality can be further categorized into five subthemes, namely, room, travel, food, environment and hotel facility. Second, the distribution of the attributes of the themes between Chinese and North American guests was compared from a cross-cultural perspective. Chinese guests tend to mention both lifestyles- and social norms–related attributes and expect personalized service, while North American guests mainly prefer to describe lifestyle-related attributes and prefer standardized service. Third, the study compared the changing importance of the themes (functionality, staff and price) for different satisfaction levels between Chinese and North American guests. As the satisfaction level decreases, the importance of functionality decreases, that of staff increases and that of price remain stable for Chinese guests. In contrast, the importance of each theme has fluctuated mildly from the high to the low satisfaction level for North American guests. Practical implications Proposed managerial implications are to highlight lifestyle- and social norms-related attributes, as well as personalized service for Chinese guests. However, lifestyle-related attributes and standardized service should be facilitated for North American guests. Specific suggestions were made to help improve hotel performance such as the good performance of functional-related attributes, which could enhance satisfaction and better staff performance, which would reduce dissatisfaction. Originality/value By mining big data, this study investigated hotel guests’ satisfaction from a dynamic instead of a static perspective. This study provides some rare insights into differences in key attributes influencing satisfaction levels of Chinese versus North American guests staying in luxury hotels in China. This study also takes a novel approach to examine the dynamics of the importance of the various themes at different satisfaction levels, and contrast these dynamics between Chinese and North American guests. The findings offer valuable insight into market segmentation and management in the hospitality industry.

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Section: Literature Reviewmentioning

confidence: 99%

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Ying

Chan

2020

IJCHM

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“…The platform also allows customers to comment on their accommodation experiences with text and pictures to express their true feelings. Many prior studies have used data obtained from Ctrip [61,62], which indicates that it was also reasonable for us to use the data on the website.…”

Section: Data Collectionmentioning

confidence: 99%

A Comparative Study of Customer Perceptions of Urban and Rural Bed and Breakfasts in Beijing: An Analysis of Online Reviews

et al. 2021

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The differences between urban and rural B&Bs should be emphasized, which is critical for the sustainable development of the B&B industry. This study identified and compared the topics that customers were concerned about for urban and rural B&Bs in Beijing by analyzing 13,241 online reviews obtained from the website Ctrip. The results showed that customers focused on 10 common topics: “room”, “location”, “host”, “experience”, “surroundings”, “facilities”, “service”, “design/style”, “value”, and “entertainment”. However, the importance of each topic varied between urban and rural B&Bs. Customers paid more attention to the room. Urban B&B customers were more concerned about location. The convenience of urban B&Bs was more prominent than that of rural B&Bs, especially in terms of public transportation and commercial services. While rural B&B customers were more concerned about experience, service, design/style, and entertainment. In addition, the “host” is the most crucial and influential factor in the development of B&Bs. This study made contributions to customer perceptions of B&Bs from a comparative perspective and enriched the understanding of the characteristics of urban and rural B&Bs. In the part of practice, this study might provide enlightenment for B&B operators and local governments to take measures for B&Bs sustainable development.

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“…Trip advisor has information about comments about Disney Shanghai. These remarks provided a second data point for analysis (Wang, et al, 2019). Most of these comments are about the experience which provides insight into the structure and function of the Park (Wu, et.…”

Section: Disney Shanghai -Second Data Pointmentioning

confidence: 99%

“…Every regions has its local cultural basis, which is, reflected in the food, leisure pursuits, beliefs, and desires (Kwon, 2012;Zhang, et al 2019). Today, the way this ancient culture has adapted to new social trends adds to the complexity (Martinstaff, 2015;Wang, et al, 2019). China has an ancient culture and it is mirrored on Chinese leisure consumption and participation.…”

Section: Introductionmentioning

confidence: 99%

Disney Shanghai Park: A Cultural and Psychographic Assessment

2020

JTHS

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Amusement parks occurred in Europe and North American as early as in 19 century (Clave and Clarke, 2007). Theme park in China is relatively new. Not until 1989, first attraction development, the Splendid China, was established in Shenzhen (Ap, 2008). However, witnessed the rapid economic development in China in the past decades, Chinese consumers rapidly and significantly raised their leisure expenditure, one of key growth area is to attend theme park (Martin, et al., 2018). The theme park collects recreational entertainment, leisure activities, and seeking excitement into one entity, often preferred by visitors as one stop vacation-taking place. More important, theme park is often a center for cultural manifestation, responsiveness, and appreciation, and these attributes are often associated with the place where it is built. The purpose of this manuscript was to understand the cultural and psychological demands for the Disney Shanghai Park in China. A Triangulation method of Critical Analysis, Word Cloud, and Thematic Content Analysis was used. Two data points were analyzed: Hotel Comments and Park Remarks. The common thread through the Shanghai data was group processes and decisions that relate to the development of the group. 30 term of its reliability. As it was mentioned earlier, some comments could be well-inflamed other than accurate. We recommend future research to use this finding as a springboard to further look into theme park goers' expectation and satisfaction in the context of cultural appreciation. A combined of qualitative and quantitative research approach is strongly recommended for future research as well. Do we believe in TripAdvisor? Examining credibility perceptions and online travelers' attitude toward using user-generated content. Shanghai surprise: The city heats up with in the know boutiques. fashionable nightlife and seductively revitalized hotels.

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Perceived image study with online data from social media: the case of boutique hotels in China

Cited by 25 publications

References 37 publications

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

A Comparative Study of Customer Perceptions of Urban and Rural Bed and Breakfasts in Beijing: An Analysis of Online Reviews

Disney Shanghai Park: A Cultural and Psychographic Assessment

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