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Keywords: 顾客满意度
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Journal Articles
The impact of ternary classification with neutral sentiment on prediction of customer satisfaction in online hotel reviews
Available to Purchase
Journal of Hospitality and Tourism Technology (2026) 17 (2): 536–560.
Published: 31 October 2025
... 顾客满意度 酒店评论分析 机器学习 中性情感 National Research Foundation of Korea NRF-2020S1A3A2A02093277 Funding: This study was supported by National Research Foundation of Korea: No. NRF-2020S1A3A2A02093277. Online reviews serve as a powerful lens into how consumers assess products...
Journal Articles
Linguistic insights into customer satisfaction: an exploratory analysis of online reviews for gaming destination resorts in Las Vegas
Available to Purchase
Journal of Hospitality and Tourism Technology (2025) 16 (1): 73–90.
Published: 16 August 2024
... explores the quality of user-generated content, addressing aspects such as readability, polarity, diversity and word length, providing a unique perspective on how these specific elements directly impact customer satisfaction in this context of hotels in luxury in Las Vegas. 拉斯维加斯博彩度假村在线评论的顾客满意度语言学调查：探索性...
Journal Articles
Service innovation, customer satisfaction and behavioural intentions: a conceptual framework
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Journal of Hospitality and Tourism Technology (2020) 11 (3): 529–542.
Published: 03 September 2020
... of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature. 服务创新、顾客满意度、和行为意向：一个理论模型研究目的 本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。 研究设计/方法/途径 本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。 研究结果...
Journal Articles
Exploring influential factors affecting guest satisfaction: Big data and business analytics in consumer-generated reviews
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Journal of Hospitality and Tourism Technology (2020) 11 (1): 137–153.
Published: 17 March 2020
...Minwoo Lee; Yanjun (Maggie) Cai; Agnes DeFranco; Jongseo Lee 探究影响顾客满意度的因素：基于消费者评论的大数据和商务分析 研究目的 以消费者评论为主体的社交网络口碑营销对于影响消费者决策和提高服务提供商的品牌形象、销量、和服务创新起到重要作用。然而, 很少研究探索社交媒体上的真正酒店客人评论。因此, 商务分析技术在文献中还是很少使用的, 这种技术应该更多得到科研上的应用以给酒店从业人员给与启示。因此, 本论文旨在探究影响酒店顾客满意度的因素, 通过消费者评论和商务分析, 以展示商务分析技术是如何为酒店业和科研界来使用的。 研究设计...
