Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews

Zhao, Yabing; Xu, Xun; Wang, Mingshu

doi:10.1016/j.ijhm.2018.03.017

Cited by 391 publications

(312 citation statements)

References 76 publications

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“…Zheng [64] extracted the frequently used words for describing the features of tourist destinations from the text data on tourism review websites and constructed contents and themes based on different factors to explore the tourists' view of the tourism image. Recently, Zhao et al [65] used the technical attributes of online textual reviews and customers' involvement in the review community to predict hotel overall customer satisfaction.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…Thus, understanding consumers' consumption emotions and perceived value is crucial for hot spring service evaluation. In the age of social media, understanding consumers' consumption emotions and perceived value, open face-to-face discussion with customers, and providing customer comment cards are good ways to obtain indirect and open perceptions of customers [65]. Managers can translate a face-to-face conversation to text data and use the GT method in this study to generate different psychological factors of the text.…”

Section: Managerial Implicationsmentioning

confidence: 99%

“…Customers will have negative consumption emotions and perceived value when they feel uncomfortable evaluating the hot spring establishments' product and service, such as facilities, food, customers service, water quality, surroundings and convenience [93]. Thus, indirect measurements of their perception from conversation and comments avoid eliciting their perception directly and can help managers to obtain their customers' actual perception and predict their overall satisfaction [65]. Furthermore, the results also show that customers are not sensitive to price, which means operators can save more time and effort for other factors such as improving the service quality and facilities and creating a more convenience-oriented environment.…”

Section: Managerial Implicationsmentioning

confidence: 99%

See 2 more Smart Citations

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

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To stand out in the hot spring tourism industry, customer satisfaction has become the crucial issue for competitiveness. A company cannot implement several customer satisfaction improvement practices altogether with limited resources. Researchers advocate that companies should evaluate the relationships among success factors and explore determinants for their improvement implementation. However, such a relationship evaluation has not yet been adequately performed. This paper intends to explore the determinants for improving hot spring customer satisfaction. Adopting grounded theory (GT) and using data collected from websites, Ctrip and Qunar, the first 12 key factors for customer satisfaction were identified. Then, their interrelationships were assessed by 15 experts, and interpretive structural modeling (ISM) was employed to analyze the interrelationships and the driving and dependence power among key factors. The results show that "Environment Quality", "Special Resource", "Convenience", "Food", Service Quality", and "Facilities" were the decisive factors affecting customer satisfaction. The findings offer important implications for hot spring management and practice. The contribution of this study is using a novel approach to establish a hierarchical structural model for comprehensive understanding of factor relationships that influence hot spring tourists' satisfaction and to explore decisive factors which can help hot spring practitioners to better plan and design effective improvement strategies to attract potential new consumers and retain their current consumers, especially with limited resources.2 of 20 management, and the rating of "hot springs towns" [4]. However, the market of hot spring resorts is gradually becoming more saturated with more intense competition. Consequently, it becomes difficult for the management to distinguish their operations from other market participants in order to increase or maintain their market share if they do not strategically change or improve.Applicable to both tourism and leisure activities, hot spring resources are not only viewed as a large steaming pool and a "health spa"; instead, they have become cultural carriers for fitness, relaxation, and leisure tourism [5]. Compared with those of sightseeing tours, consumers of hot spring tourism demand higher satisfaction. Delivering superior customer value and satisfaction is crucial to a destination's competitive edge [6]. In the largest contemporary service industry, one of the greatest challenges encountered by management is to deliver and maintain customer satisfaction [7,8]. Contemporary tourists want to have a unique experience and are no longer interested in purchasing a standardized product/service; therefore, to meet the new demands, tourist destinations must assign top priority to achieving tourist satisfaction [9]. On the other hand, with the development of the Internet and social networks, it is easier to transfer customers, and it is more difficult to maintain customer loyalty. Keeping high customer satisfacti...

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Section: Customer Satisfactionmentioning

confidence: 99%

Section: Managerial Implicationsmentioning

confidence: 99%

Section: Managerial Implicationsmentioning

confidence: 99%

See 1 more Smart Citation

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

View full text Add to dashboard Cite

show abstract

“…Customer satisfaction has a long history of research. Various methods and frameworks have been established to predict customer satisfaction, either for specific cases (e.g., [56]) or general cases of services or products (e.g., [57]). Some methods simply use a happiness scale that assesses perception against expectation.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Designing and Evaluating Energy Product-Service Systems for Energy Sector (EPSS) in Liberalized Energy Market: A Case Study in Space Heating Services for Japan Household

2019

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This paper introduces Energy-Product-Service Systems (EPSS) to overcome the issues in the liberalized energy market. Currently, conventional energy services are highly commoditized, thus eroding their competitiveness in a liberalized energy market. In addition, customer benefits from the current system are hard to analyse, because it is difficult for customers to observe the quality of the results of energy consumption. EPSS incorporates energy sector with other related sectors to design and deliver immediate result of energy usage that suit to customer’s specific needs is expected to provide better performance than current system. However, EPSS service design and implementation involve high risk and performance uncertainties. Therefore, this study proposes a method to design and to evaluate EPSS and compare its performances with energy product/service performance in current system through Simulation-Based Design (SBD). SBD is used to construct EPSS service considering stakeholders’ interest and to evaluate the service performance, by simulating alternative scenarios in order to seek conditions that are expected to fulfil stakeholders’ requirements. In the proposed analysis, three service features, that is, service consumption management, operational system design and electricity supply management are introduced and used to develop EPSS alternative design for space-heating service. Afterwards, customer satisfaction and the company’s benefit for each service scenarios are simulated and compared with the performance of the current system. In this context, EPSS design that includes operational system design and electricity supply management results in better benefit for all stakeholders.

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“…As for the service-oriented enterprises, the study related to improving the business performance through mining customer-concerned factors gain more popularity. Zhao et al, [13] and Guo et al, [14] study the customer satisfaction influence factors gathering from online reviews to improve the management performance of hotels. One important conclusion illustrates that online reviews positively influence the electronic word of mouth, and thus positively influence customers' overall satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Multifunctional Product Marketing Using Social Media Based on the Variable-Scale Clustering

Wang

Gao

2019

Teh. vjesn.

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Customers' demands have become more dynamic and complicated owing to the functional diversity and lifecycle reduction of products which pushes enterprises to identify the real-time needs of distinct customers in a superior way. Meanwhile, social media turned as an emerging channel where customers often spontaneously can express their perceptions and thoughts about products promptly. This paper examines the customer satisfaction identification and improvement problem based on social media mining. First, we proposed the public opinion sensitivity index (POSI) to uncover target customers from extensive short-textual reviews. Subsequently, we presented a customer segmentation approach based on the sentiment analysis and the variable-scale clustering (VSC). The approach is able to get several customer clusters with the same satisfaction level where customers belonging to each cluster have similar interests. Finally, customer-centered marketing strategies and customer difference marketing campaigns are planned under the shadow of customer segmentation results. The experiments illustrate that our proposed method can support marketing decision marketing in practice that enriches the intention of the current customer relationship management.

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Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews

Cited by 391 publications

References 76 publications

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Designing and Evaluating Energy Product-Service Systems for Energy Sector (EPSS) in Liberalized Energy Market: A Case Study in Space Heating Services for Japan Household

Multifunctional Product Marketing Using Social Media Based on the Variable-Scale Clustering

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