山东师范大学学报(自然科学版)

以知名四星级酒店为例,使用文本分析法和网评大数据,对酒店在线点评进行筛选分析,构建酒店顾客感知评价体系,把握酒店顾客体验的重要因素和关注重点,并运用确定顾客的情感体验从积极和消极两个方面进行了情感分析.通过分析发现顾客体验的酒店服务管理的不足,提出基于顾客体验的操作性建议和策略,从而为中国酒店面对日趋激烈的行业竞争提供评价服务质量的可行途径和思路借鉴.

As the accommodation and catering products provided by the hotel are experiential products, its service quality is the core competitiveness for hotel development. Taking the well-known four-star hotel as an example, this paper uses text analysis and online review big data to screen and analyze the hotel online review, to construct the hotel customer perception evaluation system. Emotional analysis is used to determine customers′ emotional experience and cognitive attitude to grasp the important factors and focus of hotel customer experience perception and to find the shortcomings of customer experience perception and hotel service management. This paper puts forward operational suggestions and strategies based on customer experience perception to provide feasible ways and ideas for Chinese hotels to evaluate service quality in the face of increasingly fierce competition in the industry.