文化主题酒店,盐官古城·开元观堂,顾客点评,酒店运营
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,"/> cultural theme hotel,Gucheng Yanguan New Century Guantang,customer comments,hotel operations
,"/> <span class="fontstyle0">基于在线点评的文化主题酒店运营优化</span>——<span class="fontstyle0">以盐官古城</span><span class="fontstyle1">·</span><span class="fontstyle0">开元观堂为例</span> 

巢湖学院学报 ›› 2019, Vol. 21 ›› Issue (5): 72-79.doi: 10.12152/j.issn.1672-2868.2019.05.010

• 经济与管理 • 上一篇    下一篇

基于在线点评的文化主题酒店运营优化——以盐官古城·开元观堂为例 

文化主题酒店强调独有的文化体验素来重视顾客体验感受在线点评是顾客表达体验感受的重要方式之一以盐官古城·开元观堂为例收集其两年在线点评文本分析顾客点评信息来源比例及慧评得分阶段变化并基于内容分析法进行顾客感知及情感分析得出顾客最关注酒店服务重视酒店基础产品对酒店位置与风貌印象深刻情感倾向积极整体评价高最后从注重员工培养重视点评回复提升服务品质优化体验产品和强化特色氛围等五个方面提出文化主题酒店运营优化建议。
  

  1. 巢湖学院 旅游管理学院,安徽 巢湖 238000
  • 出版日期:2019-09-25 发布日期:2019-11-29
  • 作者简介:曾静(1981-),女,安徽庐江人,巢湖学院旅游管理学院副教授,主要从事休闲旅游、酒店管理研究。
  • 基金资助:
    安徽省教育厅人文社科重点研究基地安徽师范大学旅游发展与规划研究中心重点项目项目编号:SK2018A0258);
    安徽省教育厅高校人文社科重点研究项目项目编号:SK2018A0488);巢湖学院应用型课程开发与建设项目
    目编号
    :ch17yykc02)

Optimization of Cultural Theme Hotel Operations Based on Online Comments — A Case Study of Gucheng Yanguan New Century Guantang

Cultural theme hotels emphasize the unique cultural experience and always attach importance to the customers' experience. Online comments are one of the important ways for customers to express their opinions. Taking Gucheng Yanguan New Century Guantang as an example, the author collected its two years' online comments, analyzed the proportion of websites that post comment information and the stage change in Huiping Score, and used the content analysis method to analyze the customer perceptions and feelings. The research shows that: customers pay most attention to hotel service, attach great importance to the basic products and are impressed by the location and style. The customers' emotional tendencies are positive and the overall evaluations are high. Finally, the author puts forward the suggestions of optimizing the culture theme hotel operations from five aspects: focusing on the staff development, emphasis on the feedback, improvement of the service quality, optimization of the experience products and enhancement of the distinctive atmosphere.    

  1. College of Tourism Management, Chaohu University, Chaohu Anhui 238000
  • Online:2019-09-25 Published:2019-11-29

摘要: 文化主题酒店强调独有的文化体验素来重视顾客体验感受在线点评是顾客表达体验感受的重要方式之一以盐官古城·开元观堂为例收集其两年在线点评文本分析顾客点评信息来源比例及慧评得分阶段变化并基于内容分析法进行顾客感知及情感分析得出顾客最关注酒店服务重视酒店基础产品对酒店位置与风貌印象深刻情感倾向积极整体评价高最后从注重员工培养重视点评回复提升服务品质优化体验产品和强化特色氛围等五个方面提出文化主题酒店运营优化建议。 

关键词: 文化主题酒店')">文化主题酒店, 盐官古城·开元观堂')">盐官古城·开元观堂, 顾客点评')">顾客点评, 酒店运营
')">酒店运营

Abstract: Cultural theme hotels emphasize the unique cultural experience and always attach importance to the customers' experience. Online comments are one of the important ways for customers to express their opinions. Taking Gucheng Yanguan New Century Guantang as an example, the author collected its two years' online comments, analyzed the proportion of websites that post comment information and the stage change in Huiping Score, and used the content analysis method to analyze the customer perceptions and feelings. The research shows that: customers pay most attention to hotel service, attach great importance to the basic products and are impressed by the location and style. The customers' emotional tendencies are positive and the overall evaluations are high. Finally, the author puts forward the suggestions of optimizing the culture theme hotel operations from five aspects: focusing on the staff development, emphasis on the feedback, improvement of the service quality, optimization of the experience products and enhancement of the distinctive atmosphere. 

Key words: cultural theme hotel')">cultural theme hotel, Gucheng Yanguan New Century Guantang, customer comments, hotel operations

中图分类号: 

  • F590