Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry

Sann, Raksmey; Lai, Pei‐Chun

doi:10.1016/j.ijhm.2020.102678

Cited by 48 publications

(37 citation statements)

References 46 publications

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“…The attribute "reservation" also received the highest proportion of negative comments, with 69.7% of total reviews regarding this attribute. These findings confirm the results of previous studies (Hu et al, 2019;Sann & Lai, 2020b).…”

Section: Discussionsupporting

confidence: 93%

“…Kim et al, 2016). However, its greatest occurrence was related to customer satisfaction (Alrawadieh & Law, 2019;Padma & Ahn, 2020;Sann & Lai, 2020a), and services flaws (Fernandes & Fernandes, 2017;Sann & Lai, 2020b).…”

Section: Discussionmentioning

confidence: 99%

“…Research that used UGC of hotels in China revealed that Chinese guests expect personalized service, while North American guests prefer standardized service (Ying et al, 2020); the behavior of guests of different nationalities toward quality attributes of hotels in the United Kingdom is influenced by cultural context (Sann & Lai, 2020b); in hotels in the United Kingdom, Asian guests encounter more service failures with respect to the engineering aspect of operations (room equipment issues), while non-Asian guests encountered more service failures in housekeeping (toilets, public areas, cleaning, and bedding) (Sann & Lai, 2020a).…”

Section: Hotel Service Qualitymentioning

confidence: 99%

“…However, previous studies have not established a consensus regarding the relevance level of quality attributes about hotels. Studies have identified distinct sets of attributes that vary in relation to the level of relevance given by customers, and according to the environment and profile of the traveler (Sann & Lai, 2020a, 2020bSun et al, 2017;Ying et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Peres

Paladini

2021

Cogent Business & Management

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This study explores user-generated content (UGC) of the hotel sector in the city of Florianópolis-SC, Brazil, to identify the quality attributes of services and determine the polarity of the expressed feelings in the reviews of each attribute. The analysis is based on the latent topics and the polarity of feelings expressed in the reviews. UGC was collected using a crawler, resulting in a text corpus comprising 68,558 reviews. The polarity of feelings, positive or negative, was identified using sentiment analysis techniques and Latent Dirichlet Allocation (LDA) was used to identify latent topics in the corpus associated with the attributes of hotel service quality. This study found that "room," "location," "ambience," "staff," "breakfast," "parking," "reservation," and "cost-benefit" were the attributes most frequently assessed by consumers in their reviews. The attributes that generate the most negative reviews were "room," "parking," and "reservation." The attributes "location," "ambience," "staff," "breakfast," and "cost-benefit" were the attributes that generated most of the positive reviews. When comparing the results of this study to those of previous studies, two attributes demonstrated greater prominence: the attribute "room" that attracted a high number of negative comments and the attribute "parking" that had not presented itself with the same level of relevance in other studies.

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Section: Discussionsupporting

confidence: 93%

Section: Discussionmentioning

confidence: 99%

Section: Hotel Service Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Peres

Paladini

2021

Cogent Business & Management

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“…Service quality is evaluated based on how satisfied customers are with the service outcome [10]. When customers perceive that the service provided is less than their expectations, those customers are likely to experience service failures [11,12]. In particular, service failures in the hospitality industry are inevitable because services are offered by "human beings" [13].…”

Section: Introductionmentioning

confidence: 99%

Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi

et al. 2021

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Due to the COVID-19 pandemic, restaurants worldwide, including China, have been forced to protect public health by following food safety standards and adapting to the necessary social distancing practices. Accordingly, restaurant diners who are concerned about food safety and unsure of whether it is truly safe to dine out, put more importance on the entire stages of service consumption. Restaurants must make their best efforts to minimize service failures in their service provision process and outcomes. Given that customers from different cultures are reported to evaluate service quality differently, this study was designed to investigate what actions Chinese customers who encounter service failures would take under the influence of Guanxi. Guanxi represents Chinese attitudes towards long-term individual and business relationships and ultimately involves moral obligations and mutual favors. Analyzing our structural equation model using 439 responses obtained from Chinese diners, this study determined that Chinese consumers would react differently in the service process failures and outcome failures in terms of negative word-of-mouth, direct complaints, switching intention, and revisit intention. More importantly, this study confirmed the significant moderating effects of Guanxi within the proposed relationships. Based on the study’s findings, useful implications are provided for academics and practitioners regarding sustained restaurant businesses.

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Analysing Politician Tweets: Hybrid K-Naïve Bayes Sentiment Analysis Approach

Kalia,

Upadhyay,

Kaur

et al. 2024

Lecture Notes in Electrical Engineering

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Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry

Cited by 48 publications

References 46 publications

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Exploring the attributes of hotel service quality in Florianópolis-SC, Brazil: An analysis of tripAdvisor reviews

Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi

Analysing Politician Tweets: Hybrid K-Naïve Bayes Sentiment Analysis Approach

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