Customer experience management in capsule hotels: a content analysis of guest online review

Olorunsola, Victor Oluwafemi; Saydam, Mehmet Bahrı; Lasisi, Taiwo Temitope; Eluwole, Kayode Kolawole

doi:10.1108/jhti-03-2022-0113

Cited by 14 publications

(10 citation statements)

References 111 publications

(173 reference statements)

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“…, 2022a, b, c). In the context of tourism and hospitality, online reviews are commonly utilized for assessing customer satisfaction (Olorunsola et al. , 2023a, b).…”

Section: Discussionmentioning

confidence: 99%

An analysis of British Michelin-starred restaurants: guests' online reviews

Saydam,

Altun

2023

BFJ

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PurposeThis study aims to explore the perspectives of patrons and the underlying factors influencing luxury consumption in British Michelin-starred restaurants. While numerous studies have investigated consumers' purchase behavior of luxury items, there is limited research focusing on the utilization of premium restaurant services. Additionally, the hospitality literature has rarely addressed the emergence of discreet luxury consumption. Therefore, this research aims to examine the experiences of British Michelin-starred restaurants by incorporating online reviews from some of the most renowned establishments in the country. The initial objective of this study was to identify the predominant themes within British Michelin-starred restaurant experiences. Furthermore, the authors sought to analyze whether these main themes varied across different market segments based on guest types.Design/methodology/approachUsing text mining tools, the authors analyzed a sample of 4,393 online reviews. Qualitative data analysis was conducted using the Leximancer program, which identified the dominant themes. Additionally, the authors performed an analysis to identify the major narratives associated with different types of guests.FindingsThe results of this analysis demonstrate that guests express a high level of satisfaction with their experiences at British Michelin-starred restaurants. The dominant themes within the narratives include food, wine, restaurant, time, reservation and innovation. It is important to note that these narratives vary depending on the type of guest.Originality/valuePrevious studies have highlighted the importance of market segmentation in Michelin-starred restaurants. This research addresses this need by specifically categorizing British Michelin-starred restaurants based on traveler type and the main concerns of their customers. The extensive data the authors collected and the authors' approach to utilizing guests' testimonials instead of traditional surveys contribute significantly to the field of academia and restaurant management.

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“…, 2022a, b, c). In the context of tourism and hospitality, online reviews are commonly utilized for assessing customer satisfaction (Olorunsola et al. , 2023a, b).…”

Section: Discussionmentioning

confidence: 99%

An analysis of British Michelin-starred restaurants: guests' online reviews

Saydam,

Altun

2023

BFJ

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“…SA has been used in previous studies, providing interesting results. For instance, to find consistency between specific words in different hotels (Geetha et al, 2017) or support the need to improve online review platforms once many potentially helpful reviews receive little attention from consumers (Olorunsola et al, 2023).…”

Section: Methodsmentioning

confidence: 99%

Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews

Carvalho,

Ramos,

Fortes

2024

TMS

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The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel.

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“…Moreover, the software automates the process of data analysis, hence lessening the potential for bias in interpretation. Its capacity to handle large volumes of textual data expedites analysis, allowing for a comprehensive exploration of themes and patterns that might not be immediately apparent through traditional manual methods (Arasli et al, 2023a,b;Sotiriadou et al, 2014;Olorunsola et al, 2023).…”

Section: List Of Intervieweesmentioning

confidence: 99%

Unveiling ChatGPT in tourism education: exploring perceptions, advantages and recommendations from educators

Altun,

Saydam,

Karatepe

et al. 2024

WHATT

Self Cite

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PurposeFollowing the remarkable debut of ChatGPT and its rapid adoption by a global audience since its launch in November 2022, this study delves into educators' perceptions of ChatGPT within the specialized domains of tourism and hospitality education. While acknowledging ChatGPT’s swift rise and advanced capabilities, this research aims to comprehensively explore educators' perspectives, advantages and concerns regarding its integration into academic settings.Design/methodology/approachA qualitative approach was utilized to reveal dominant themes from in-depth, semi-structured face-to-face interviews with twenty lecturers in tourism faculties in North Cyprus. Collected responses from respondents were subjected to analysis using Leximancer software.FindingsOur analysis unearthed seven significant themes encapsulating educators' perceptions of ChatGPT: 1 – “reliability and accuracy concerns”; 2 – “dependency”; 3 – “student engagement”; 4 – “ethical considerations”; 5 – “time efficiency and productivity”; 6 – “teacher-student interaction” and 7 – “learning flexibility”. Noteworthy positive perceptions emerged regarding “student engagement,” “time efficiency and productivity,” and “learning flexibility.”Originality/valueThis study contributes to the originality of research by addressing the underexplored aspect of educators' perceptions of ChatGPT within the domains of tourism and hospitality education, shedding light on its potential implications, advantages and drawbacks in a specialized educational context. Furthermore, it aims to offer insights into educators' recommendations for the effective incorporation of ChatGPT technologies into this specific educational setting, filling a crucial gap in understanding the integration of artificial intelligence (AI) in specialized fields of study.

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Customer experience management in capsule hotels: a content analysis of guest online review

Cited by 14 publications

References 111 publications

An analysis of British Michelin-starred restaurants: guests' online reviews

An analysis of British Michelin-starred restaurants: guests' online reviews

Customer satisfaction in mountain hotels within UNESCO Global Geoparks: an empirical study based on sentiment analysis of online consumer reviews

Unveiling ChatGPT in tourism education: exploring perceptions, advantages and recommendations from educators

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