Online review analytics for hotel quality at macro and micro levels

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu-Hsiang Hsiao ◽  
Yu-Ting Hsiao
Keyword(s):  
Semantic Analysis ◽  
Macro Level ◽  
Online Review ◽  
Quality Engineering ◽  
Kano Model ◽  
Market Positioning ◽  
Content Type ◽  
Reference Base ◽  
Service Properties ◽  
Quality Diagnosis

PurposeThis study was to develop a methodology of online review analytics for hotel quality management at macro and micro levels. The macro level was for understanding the service properties critical to quality and future development. The micro level was for personalized quality diagnosis for individual hotels.Design/methodology/approachTextual reviews of superior hotels were studied using latent semantic analysis and Kano model to understand what service properties customers concern and expect. Taguchi's quality engineering was applied to establish a quality reference base using superior hotels for evaluating other hotels in the same semantic space. A decision tree algorithm was then used to identify the properties critical to quality discrimination, and the decision rules were used to diagnose individual hotels.FindingsThe service properties concerned by customers for superior hotels were identified. The market positioning and value of each property to customers were clarified. For individual hotels, the deficiencies of service properties were diagnosed. With reference to market positioning, deficient properties of priority in improvement and the strategies for enhancing competitiveness were suggested.Originality/valueThe proposed methodology demonstrated the potential value that review analysis can achieve a new and deeper understanding of customer voices and transform it into more specific business operation requirements. The research and application gap that most previous studies only stayed at the macro-level analytics was filled. Moreover, this study effectively applied the diagnostic techniques derived from quality engineering to online review analytics.

FLORA: a hierarchical fuzzy system for online accommodation review analysis

2019 ◽  
Vol 21 (3) ◽  
pp. 347-367
Author(s):  
Thara Angskun ◽  
Jitimon Angskun
Keyword(s):  
Sentiment Analysis ◽  
Semantic Analysis ◽  
Online Reviews ◽  
Online Review ◽  
Probability Weighting ◽  
Content Type ◽  
Analysis Process ◽  
Review Analysis ◽  
Accuracy Comparison ◽  
Hierarchical Fuzzy System

Purpose This paper aims to introduce a hierarchical fuzzy system for an online review analysis named FLORA. FLORA enables tourists to decide their destination without reading numerous reviews from experienced tourists. It summarizes reviews and visualizes them through a hierarchical structure. The visualization does not only present overall quality of an accommodation, but it also presents the condition of the bed, hospitality of the front desk receptionist and much more in a snap. Design/methodology/approach FLORA is a complete system which acquires online reviews, analyzes sentiments, computes feature scores and summarizes results in a hierarchical view. FLORA is designed to use an overall score, rated by real tourists as a baseline for accuracy comparison. The accuracy of FLORA has achieved by a novel sentiment analysis process (as part of a knowledge acquisition engine) based on semantic analysis and a novel rating technique, called hierarchical fuzzy calculation, in the knowledge inference engine. Findings The performance comparison of FLORA against related work has been assessed in two aspects. The first aspect focuses on review analysis with binary format representation. The results reveal that the hierarchical fuzzy method, with probability weighting of FLORA, is achieved with the highest values in precision, recall and F-measure. The second aspect looks at review analysis with a five-point rating scale rating by comparing with one of the most advanced research methods, called fuzzy domain ontology. The results reveal that the hierarchical fuzzy method, with probability weighting of FLORA, returns the closest results to the tourist-defined rating. Research limitations/implications This research advances knowledge of online review analysis by contributing a novel sentiment analysis process and a novel rating technique. The FLORA system has two limitations. First, the reviews are based on individual expression, which is an arbitrary distinction and not always grammatically correct. Consequently, some opinions may not be extracted because the context free grammar rules are insufficient. Second, natural languages evolve and diversify all the time. Many emerging words or phrases, including idioms, proverbs and slang, are often used in online reviews. Thus, those words or phrases need to be manually updated in the knowledge base. Practical implications This research contributes to the tourism business and assists travelers by introducing comprehensive and easy to understand information about each accommodation to travelers. Although the FLORA system was originally designed and tested with accommodation reviews, it can also be used with reviews of any products or services by updating data in the knowledge base. Thus, businesses, which have online reviews for their products or services, can benefit from the FLORA system. Originality/value This research proposes a FLORA system which analyzes sentiments from online reviews, computes feature scores and summarizes results in a hierarchical view. Moreover, this work is able to use the overall score, rated by real tourists, as a baseline for accuracy comparison. The main theoretical implication is a novel sentiment analysis process based on semantic analysis and a novel rating technique called hierarchical fuzzy calculation.

Does traveler satisfaction differ in various travel group compositions?

2018 ◽  
Vol 30 (3) ◽  
pp. 1663-1685 ◽  
Author(s):  
Xun Xu
Keyword(s):  
Semantic Analysis ◽  
Online Reviews ◽  
Influential Factors ◽  
Online Review ◽  
Content Type ◽  
Performance Factors ◽  
Segmentation Strategy ◽  
The Usa ◽  
And Performance ◽  
Group Compositions

Purpose This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions. Design/methodology/approach The author collected data from online reviews of travelers in various travel group compositions from 600 hotels in 100 of the largest cities in the USA from Booking.com and used latent semantic analysis (LSA) to identify the positive and negative factors from online reviews of travelers in various travel group compositions. Then, text regression was used to determine the influential factors of overall satisfaction of travelers in various travel group compositions. Findings It was found in this study that not all the positive and negative textual factors mined from travelers’ online reviews significantly influenced their overall satisfaction. In addition, the determinants of traveler satisfaction were different when travelers were in different travel group compositions. Research limitations/implications The author found similar online review behavior, but different basic, excitement and performance factors of travelers in different travel group compositions. Practical implications This study helps hoteliers understand customers’ perception of the specific attributes of their products and services, which provides a guideline for businesses to design the priority rule to improve these corresponding attributes and use market segmentation strategy when dealing with customers in different travel group compositions. Originality/value The author examined and compared the online review behavior and determinants of satisfaction using the factors mined from online reviews between travelers in various travel group compositions. This study combined customer ratings with textual reviews and predicted customer ratings from the factors extracted from textual reviews using LSA and text regression.

From IMS and six sigma toward TQM: an empirical study from Serbia

2015 ◽  
Vol 27 (3) ◽  
pp. 341-355 ◽  
Author(s):  
Vidosav Majstorovic ◽  
Tatjana V. Sibalija
Keyword(s):  
Quality Management ◽  
Six Sigma ◽  
Management Practice ◽  
Current Status ◽  
Quality Engineering ◽  
Manufacturing Companies ◽  
Total Quality ◽  
Content Type ◽  
Dmaic Method ◽  
Comprehensive Study

Purpose – The purpose of this paper is to present the current status of a quality management practice in Serbia, in terms of the development and application of integrated managements systems (IMS), and research and implementation of Six Sigma and the related techniques. Design/methodology/approach – Two main aspects of total quality management (TQM) have been considered: institutional (organisational or strategic) aspect that corresponds to standardised management systems and their integration, and technical (quality engineering) aspect whose main contributor is Six Sigma. The findings of a comprehensive study on IMS implementation in Serbia have been presented, based on the results of a questionnaire that was sent to 54 organisations during 2013. Also, the significant technical improvements and tangible benefits of a recently conducted Six Sigma project were shown, including the application of the advanced quality engineering techniques within DMAIC method. Findings – Good QM practice in Serbia is improving, both in terms of the organisational (IMS) and technical (Six Sigma) aspect, that server as a good basis for the adoption of TQM in manufacturing companies from various sectors. It could be anticipated that these results will facilitate the adoption of an overall TQM culture in Serbia and leverage its future sustainability. Originality/value – This paper offers key insights into IMS and Six Sigma implementation in Serbia. This could encourage manufacturing organisations in developing countries to adopt IMS and Six Sigma, in order to boost the overall TQM culture and gain a competitive advantage.

Two sides, but not of the same coin: digitalization, productivity and unemployment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Oxana Krutova ◽  
Pertti Koistinen ◽  
Tuuli Turja ◽  
Harri Melin ◽  
Tuomo Särkikoski
Keyword(s):  
Total Factor Productivity ◽  
Job Loss ◽  
Labour Productivity ◽  
Research Problem ◽  
Quality Of Work Life ◽  
Macro Level ◽  
Factor Productivity ◽  
Content Type ◽  
Technological Unemployment ◽  
Factors Of Production

PurposeThis paper aims to examine how input from the digital restructuring of the workplace and productivity affects the risk of job loss and unemployment.Design/methodology/approachRelying on the concepts of technological unemployment and the productivity paradox as well as the theory of skills-biased technological change, the analysis incorporated micro-level individual determinants of job loss, macro-level economic determinants of input and the contribution from traditional (machinery and equipment) vs innovative (ICT) factors of production. The model has been also controlled for “traditional” indicators of “outsiderness” in the labour market. The Quality of Work Life Survey, which is a broad-based national interview survey produced by Statistics Finland, for 2018, the latest year available (N = 4,110) has been used in the analysis. Binomial logistic regression has been applied in order to estimate the effects of individual- and macro-level factors on the risk of job loss.FindingsThe results support arguments for the divergence between effects from labour- vs total-factor productivity on the risks of job loss, as well as the divergence between effects for temporary (layoff) vs permanent job loss (dismissal or unemployment). While the contribution from “traditional” factors of production to labour productivity potentially decreases the risk of permanent job loss, input from “innovative” factors of production on total-factor productivity potentially causes adverse effects (e.g. growing risks of permanent job loss).Originality/valueThe paper contributes to the theoretical discussion about technological unemployment and productivity by means of including two different concepts into a single econometric model, thus enabling examination of the research problem in an innovative way.

Development of empirically based customer-derived positioning taxonomy for consumer electronics sector in the Indian emerging market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Natasha Saqib ◽  
Mir Shahid Satar
Keyword(s):  
Emerging Market ◽  
Consumer Electronics ◽  
Second Phase ◽  
Measurement Scales ◽  
Cross Sectional ◽  
Market Positioning ◽  
Content Type ◽  
Customer Perceptions ◽  
Visual Aesthetics ◽  
Practical Implications

PurposeAn Indian emerging market positioning taxonomy has been developed in response to the literature review's findings that existing positioning typologies/taxonomies are based on managerial perspectives rather than consumer/customer perceptions and are only developed for advanced countries.Design/methodology/approachThis study employs a three-step process for developing and validating a scale in order to conduct its research. In the first phase, items are generated and selected based on a literature review, focus groups and expert opinion. Exploratory factor analysis is used to fine-tune the scale in the second phase. Phase 3 uses CFA to establish convergent, discriminant and nomological validity through the use of CFA.FindingsA consumer-based taxonomy of positioning strategies were developed as a result of the research. Six distinct positioning strategies emerged that was named (1) Value for Money, (2) Functional (3) Premiumisation, (4) Promotional Campaign, (5) Brand Name (6) Visual Aesthetics.Research limitations/implicationsDeveloping and validating measurement scales will be made easier with the help of this paper. Target populations, industry and geography selection and a cross-sectional time horizon are just a few of the study's drawbacks.Practical implicationsThe study's practical implications include six factors/strategies that managers, advertising executives and marketing experts of consumer electronics companies in the Indian emerging market could use to position their products, resulting in the overall success of their organisations.Originality/valueThis study adds to the marketing literature by providing a solid theoretical foundation and a validated instrument for operationalising positioning strategies.

ICT-enabled organisational flexibility to support sustainable growth in Europe amidst a pandemic

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Renata Slabe-Erker ◽  
Kaja Primc
Keyword(s):  
Qualitative Comparative Analysis ◽  
Real Life ◽  
Sustainable Growth ◽  
Information And Communications Technology ◽  
Macro Level ◽  
Content Type ◽  
Average Decrease ◽  
Government Response ◽  
Linear Relationships ◽  
Containment Measures

Purpose Information and communications technology (ICT) is helping to create a sustainable information society and foster development. This study aims to investigate the interdependencies of organisational flexibility enabled by ICT, demographics and containment measures in the ever more dismal economic performances seen during COVID-19 with a view to preparing socio-economic systems for similar future shocks. Design/methodology/approach Using non-classical fuzzy-set qualitative comparative analysis, the authors are able to capture the asymmetric relationships and complexities found in real life. Findings Analysing data acquired from the Oxford COVID-19 Government Response Tracker and Eurostat, the authors find these conditions give mixed results depending on how they are combined. The results imply that countries under strict containment measures might only be able to survive when fully equipped with ICT solutions. E-commerce also plays an important role in countries with a below-average decrease in their growth rate. Put differently, the presence and absence of telework produces mixed results. If the population is old, telework seems to generate the desired outcomes. Yet, when the population is young, it might be more beneficial to avoid this practice. Originality/value Unlike studies that mainly assumed symmetrical effects and linear relationships, this study investigates the interdependencies of organisational and macro-level factors. On the micro level, this study is useful for managers allocating IT investments for any future occurrence of a general disaster/pandemic. On the macro level, the study can act as an example for the rest of the world regarding the appropriateness of assorted COVID-19 pandemic responses as witnessed in European countries.

scholarly journals An exploratory study of job insecurity in relation to household registration, employment contract, and job satisfaction in Chinese state-owned enterprises

2017 ◽  
Vol 5 (2) ◽  
pp. 151-165
Author(s):  
Bing Shi
Keyword(s):  
Job Satisfaction ◽  
Job Insecurity ◽  
Safety Net ◽  
Macro Level ◽  
Social Safety Net ◽  
Household Registration ◽  
Employment Contract ◽  
Content Type ◽  
Micro Level ◽  
Chinese State

Purpose The purpose of this paper is to examine the influence of the household registration and of employment contract on employee job insecurity in the Chinese state-owned enterprises (SOEs). The relationships between job satisfaction and the two components of job insecurity are also analysed. Design/methodology/approach The research uses original data collected through a questionnaire survey in six Chinese SOEs. In all, 309 samples are analysed mainly using hierarchical regression analysis. Findings The research finds household registration is a predictor of job insecurity while employment contract is not. Job satisfaction is found to be positively related to one of the components of job insecurity: the perceived severity of job loss. Social implications To improve job security of the employees who are in vulnerable positions, improving the equality of social safety net is significant. In China, household registration causes unequal access to social welfare and employment opportunities; improving the equality may be more significant than seeking for permanent employment. Originality/value The research suggests two levels of factors influencing job insecurity: the macro-level factors that include the institutional configurations of social safety net; and the micro-level factors that include employment contract. The macro-level factors have fundamental influence while the micro-level factors are more apparent. The micro-level factors may manifest their influence only when the macro-level factors equally cover all the employees. The macro-level factors may also intermediate the relationship between job insecurity and satisfaction.

Entrepreneurship in the digital press: a semantic analysis

2019 ◽  
Vol 26 (3) ◽  
pp. 416-431
Author(s):  
Myriam Martí-Sánchez ◽  
Desamparados Cervantes-Zacarés ◽  
Arturo Ortigosa-Blanch
Keyword(s):  
Empirical Evidence ◽  
Thematic Analysis ◽  
Design Methodology ◽  
Semantic Analysis ◽  
Word Association ◽  
Innovation Ecosystem ◽  
Content Type ◽  
The Public ◽  
The Media ◽  
The Way

Purpose The purpose of this paper is to analyse how the media addresses entrepreneurship and to identify the attributes linked to this phenomenon. Design/methodology/approach The sample is defined in terms of a linguistic corpus comprised of content related to entrepreneurship drawn from the digital editions of the three most important Spanish economic newspapers for the period 2010–2017. Word association and co-occurrence analyses were carried out. Further, a non-supervised clustering process was used as the basis for a thematic analysis. Findings Correspondence between social and media patterns related to the entrepreneurship phenomenon is revealed by the results. It is shown how attributes such as “success”, “innovation”, “ecosystem” and “woman” appear as very relevant and are linked to different co-occurrence scenarios. Relevant thematic groups are also identified related to lexical associations such as innovation, digital economy and public policies linked to entrepreneurship. Research limitations/implications It is important to emphasise that this study has identified and explored relationships between words, but not their evolution. Furthermore, conclusions cannot be drawn concerning whether there are differences in how each newspaper has dealt with entrepreneurship because of the way the corpus was constructed. Originality/value The study provides empirical evidence that helps to identify the way media approaches entrepreneurship. The authors carried out the analysis on the media contents and not on the perception of the public on the phenomenon.

scholarly journals Strategic practices of subsidiary positioning in business networks

IMP Journal ◽  
2018 ◽  
Vol 12 (1) ◽  
pp. 37-55 ◽  
Author(s):  
Sari Laari-Salmela ◽  
Tuija Mainela ◽  
Elina Pernu ◽  
Vesa Puhakka
Keyword(s):  
Design Methodology ◽  
Research Question ◽  
Local Environment ◽  
Business Networks ◽  
Market Positioning ◽  
Content Type ◽  
Practice Approach ◽  
The Usa ◽  
Machine Industry ◽  
Strategy As Practice

Purpose The purpose of this paper is to examine subsidiary positioning within the dynamic business networks in the context of multinational companies (MNCs). The research question of the study is: How does the positioning of a subsidiary emerge through strategic practices in the dynamic business networks of an MNC? Design/methodology/approach The study relies on the IMP view on strategy with a focus on market positioning activity and the strategy-as-practice approach. Positioning is seen as a question of strategic practices in the interactive spheres of the subsidiaries. In the empirical part of the study, the authors examine the practices of a forest machine industry multinational through longitudinal interview and archival data on three of its sales subsidiaries in Sweden, Russia and the USA. Findings The study defines core tensions in subsidiary interactive spheres and the related strategic practices that shape the positioning of the subsidiaries. The study models the practice-based network positioning of MNC subsidiaries as a dynamic play of relationship tensions. Originality/value Prior research has focused either on the internal organizing of the MNCs or embeddedness of subsidiaries in their local environment. Less attention has been paid to the practices of positioning through which the subsidiaries deal with the inevitable tensions at the intersection of the internal and external networks.

Culture and income across countries: evidence from family ties

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sokchea Lim ◽  
Simran K. Kahai ◽  
Channary Khun
Keyword(s):  
Survey Data ◽  
Growth Model ◽  
Design Methodology ◽  
Macro Level ◽  
Second Step ◽  
Content Type ◽  
Family Ties ◽  
Highly Educated ◽  
Married Individuals ◽  
The Impact

PurposeThe purpose of the paper is to examine how much difference in income can be explained by familial culture that persists in different societies.Design/methodology/approachWe employ a two-step methodology to evaluate the impact of familial culture on income across countries. In the first step, we construct the macro measures of familial culture from micro survey data. In the second step, the growth model is estimated.FindingsFirst-step micro regression results show that family is more important to female, richer, highly educated, unemployed and married individuals. Male, poorer, less educated and unemployed individuals are more likely to respect and love parents unconditionally. The same group is also more likely to think that parents must do the best for their kids. Finally, the macro results show that the strength of national familial ties explains significant differences in income across countries.Research limitations/implicationsWe show that countries with weak family ties are richer than those with strong family ties. These results are useful for policymakers who design public policies that accommodate the type of familial culture that persists in their society.Originality/valueWe construct the macro measures of familial culture from the micro survey data. The paper adds to the literature on the effect of culture on income at the macro level.

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