標題: | Kansei Engineering with Online Review Mining for Hotel Service Development |
作者: | Hsiao, Yu-Hsiang Chen, Mu-Chen Lin, Ming-Ke 運輸與物流管理系 註:原交通所+運管所 Department of Transportation and Logistics Management |
關鍵字: | Kansei engineering;text mining;user-generated content;hotel service development |
公開日期: | 1-一月-2017 |
摘要: | In the Internet era, consumers can comment on their hotel living experience directly through the Internet. Thus, consumers' online comments might become a key factor for consumers choosing hotels when planning their tourism itinerary. The large amount of User-Generated Content (UGC) provided by the consumers has also provided chances for the hospitality industry to consumer behavior statistic inferences. This study applies Kansei engineering combined with text mining to develop guidelines for hotel services to help managers meet consumers' Kansei needs. Through understanding consumers' online comments by text mining, this study identifies the most important customer Kansei and hotel service characteristics, and then analyzes the relationships between them. The finds can provide suggestions for hotel service improvement and development. |
URI: | http://dx.doi.org/10.1109/IIAI-AAI.2017.12 http://hdl.handle.net/11536/150919 |
DOI: | 10.1109/IIAI-AAI.2017.12 |
期刊: | 2017 6TH IIAI INTERNATIONAL CONGRESS ON ADVANCED APPLIED INFORMATICS (IIAI-AAI) |
起始頁: | 29 |
結束頁: | 34 |
顯示於類別: | 會議論文 |