IN THE EYES OF GUESTS. ANALYZING COURTYARD BY MARRIOTT'S CUSTOMER REVIEWS

Dodu Silvia-Patricia () and Ciobanu S. Camelia Elena ()
Additional contact information
Dodu Silvia-Patricia: Romanian American-University
Ciobanu S. Camelia Elena: Romanian American-University

Romanian Economic Business Review, 2024, vol. 19, issue 1, 18-26

Abstract: In the hospitality industry, reviews are crucial since they provide insight into previous visitor experiences and affect prospective consumers' decisions. They act as an indicator of the caliber of the services rendered, offering honest commentary on every facet of the visitor experience and supporting reputation management. Reviews influence not only how customers see products but also larger industry norms and trends, which promote ongoing development. By using methods like sentiment analysis and theme categorization in their extensive review analysis, Courtyard by Marriott demonstrates a proactive commitment to visitor happiness. Through the process of responding to evaluations and choosing a representative sample for examination, the hotel builds a solid basis for evaluating and improving the visitor experience.Furthermore, Marriott's guestVoice initiative allows visitors to provide real-time insights, enabling focused improvements and customized experiences. In conclusion, reviews are essential to the contemporary hospitality scene since they influence bookings, direct operational choices, and promote openness and trust between clients and service providers.

Keywords: hospitality; satisfaction; services; feedback; guest; quality (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.rebe.rau.ro/RePEc/rau/journl/SP24/REBE-SP24-A2.pdf (application/pdf)

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:rau:journl:v:19:y:2024:i:1:p:18-26

Access Statistics for this article

More articles in Romanian Economic Business Review from Romanian-American University Contact information at EDIRC.
Bibliographic data for series maintained by Alex Tabusca ().