An innovative method for improving hotel service using implicit requirement generation and quality function deployment

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services Pub Date : 2025-02-12 DOI:10.1016/j.jretconser.2025.104251

Meng Zhao , Yimai Zhang , Chenxi Zhang , Yaqi Wang

{"title":"An innovative method for improving hotel service using implicit requirement generation and quality function deployment","authors":"Meng Zhao , Yimai Zhang , Chenxi Zhang , Yaqi Wang","doi":"10.1016/j.jretconser.2025.104251","DOIUrl":null,"url":null,"abstract":"<div><div>This study addresses the challenge of implicitly expressed traveler requirements in user-generated content (UGC). It proposes an innovative method to assist service managers in improving the quality of the overall service experience. Specifically, this paper employs the dependency syntactic analysis combined with co-occurrence information to extract and complete sentiment quadruples, addressing incomplete review expressions where travelers omit the subject or predicate. Additionally, considering the internal correlation of different traveler requirements, the Quality Function Deployment (QFD) model is utilized to assess priorities for hotel service improvements. Taking 12 Jinjiang Inn Hotels in Beijing as a case study, this paper identifies 13 traveler requirements based on 9810 valid reviews. Moreover, the evaluation of 10 hotel service improvements reveals that “special catering” as a key area for prioritization and enhancement to add value. In summary, this paper proposes a method that uncovers travelers’ implicit requirements from their implicit expressions and effectively fills a critical gap in existing research on service improvement prioritization by incorporating the internal correlation of requirements.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104251"},"PeriodicalIF":11.0000,"publicationDate":"2025-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Retailing and Consumer Services","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S096969892500030X","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}

引用次数: 0

Abstract

This study addresses the challenge of implicitly expressed traveler requirements in user-generated content (UGC). It proposes an innovative method to assist service managers in improving the quality of the overall service experience. Specifically, this paper employs the dependency syntactic analysis combined with co-occurrence information to extract and complete sentiment quadruples, addressing incomplete review expressions where travelers omit the subject or predicate. Additionally, considering the internal correlation of different traveler requirements, the Quality Function Deployment (QFD) model is utilized to assess priorities for hotel service improvements. Taking 12 Jinjiang Inn Hotels in Beijing as a case study, this paper identifies 13 traveler requirements based on 9810 valid reviews. Moreover, the evaluation of 10 hotel service improvements reveals that “special catering” as a key area for prioritization and enhancement to add value. In summary, this paper proposes a method that uncovers travelers’ implicit requirements from their implicit expressions and effectively fills a critical gap in existing research on service improvement prioritization by incorporating the internal correlation of requirements.

查看原文本刊更多论文

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Retailing and Consumer Services BUSINESS-

CiteScore

20.40

自引率

14.40%

发文量

340

审稿时长

20 days

期刊介绍： The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.