With the flourishing development of the hotel industry, the study of customer satisfaction based on online reviews and data has become a new model. In this paper, customer reviews and ratings on Ctrip.com are used, and TF-IDF and K-means algorithms are used to extract and cluster the keywords of reviews texts. Finally, 10 first-level influencing factors of hotel customer satisfaction are determined: epidemic prevention, consumption emotion, convenience, environment, facilities, catering, target group, perceived value, price, and service. Based on backpropagation neural network and weight matrix operation, an influencing factor analysis model of hotel customer satisfaction is constructed to explore the role of these factors. The results show that consumption emotion, perceived value, epidemic prevention, target group, and convenience would significantly affect customer satisfaction, among which epidemic prevention becomes a new factor affecting customer satisfaction. Environment, facilities, catering, and service have relatively little effect on customer satisfaction, while price has the least effect. This study provides a path and method for online reviews of hotel management to improve customer satisfaction and provides a theoretical basis for the study of online reviews of hotels.
Despite numerous studies on modularity, the modularization processes have received less attention. In the global context, product modularity can be leveraged to satisfy heterogeneous market requirements across countries with low costs. Through a longitudinal case study of HomeTech, we examined how multinational R&D created an effective organizational interface to facilitate recombination of its organizational units, and thus product modularization. We found that three elements of an organizational interface were established through a process composed of three phases in HomeTech R&D: regional concentration, establishing a module pool, and creating architecture leader posts. We also found that the three elements exerted the balancing effect and the brokerage effect so that the organizational interface was effective in facilitating recombination of organizational units. We contribute to the literature through showing how organizational modularity can affect product modularity within a firm. We also reveal the critical role of architecture leaders in product modularization. Finally, we enrich the organizational interface concept by highlighting the combination of elements.
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