Does the Tourist Appreciate Your Employees? Prioritizing Service Employee Improvements Based on User-Generated Content Mining

Feng Hu, Yijie Jin, Yaqian Niu and Keyi Chen

SAGE Open, 2024, vol. 14, issue 2, 21582440241254902

Abstract: While a multitude of opinion mining studies have examined the impact of attribute performance on customer satisfaction, they have offered limited insights into the role performance of service employees by investigating tourists’ experiences. Focusing on the hotel industry, this study investigated tourists’ evaluations of service personnel by scrutinizing 68,439 hotel reviews and explored the asymmetric effects of employee performance on customer satisfaction according to service employee functions and traveler types. The results indicate that different travelers have distinct expectations of different kinds of services, thereby moderating the asymmetric impact of role performance on tourist satisfaction. Manager employee, in particular, constitutes an excitement factor for family, solo, and couple travelers. The findings have implications for the formulation of operation strategies to promote tourists’ satisfaction rather than frustration. This study contributes to the literature by offering a novel understanding of the asymmetric effect of customer–personnel interactions on tourist satisfaction.

Keywords: user-generated content; service personnel; role performance; traveler types; asymmetric effect; service prioritization (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journals.sagepub.com/doi/10.1177/21582440241254902 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:14:y:2024:i:2:p:21582440241254902

DOI: 10.1177/21582440241254902

Access Statistics for this article

More articles in SAGE Open
Bibliographic data for series maintained by SAGE Publications ().