Determinants of hotel guests’ service experiences: an examination of differences between lifestyle and traditional hotels

ABSTRACT

This study explores hotel guest service experiences by analyzing online reviews using big data analytics. We first summarize frequently mentioned words in online reviews, identify the commonalities on the basis of frequency of word use, and use these factors to compare the contributions to the overall guest experience for lifestyle and traditional hotels. Overall, guestrooms, interaction between employees and guests, and hotel services show different magnitudes of coefficients in lifestyle hotels compared with traditional hotels. Applying sentiment analysis, results indicated that attributes representing negative sentiment affected overall review ratings more than those representing positive sentiment. However, positive and negative employee interactions in the lifestyle hotel segment were more important in the overall reviews than in the traditional hotel segment. This study offers beneficial insights into the uniqueness of lifestyle hotels and future research directions.

摘要

这项研究通过使用大数据分析分析在线评论来探索酒店宾客服务体验.首先，我们总结了网上评论中经常提到的词语，根据词语使用频率确定其共性，并利用这些因素对生活方式和传统酒店的整体客人体验的贡献进行比较.总体而言，与传统酒店相比，生活型酒店的客房、员工与客人之间的互动以及酒店服务表现出不同程度的系数.运用情绪分析，结果表明，代表负面情绪的属性比代表正面情绪的属性对整体评等的影响更大.然而，生活方式酒店部门的积极和消极员工互动在总体评价中比传统酒店部门更为重要.这项研究提供了有益的见解，独特的生活方式酒店和未来的研究方向.

KEYWORDS:

• Lifestyle hotel
• online review
• guest experience
• uniqueness
• big data analytics