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How We Failed in Context: A Text-Mining Approach to Understanding Hotel Service Failures
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In: Sustainability; Volume 14; Issue 5; Pages: 2675 (2022)
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Abstract:
Service failure is inevitable. Although empirical studies on the outcomes and processes of service failures have been conducted in the hotel industry, the findings need more exploration to understand how different segments perceive service failures and the associated emotions differently. This approach enables hotel managers to develop more effective strategies to prevent service failures and implement more specific service-recovery actions. For analysis, we obtained a nine-year (2010–2018) longitudinal dataset containing 1224 valid respondents with 73,622 words of textual content from a property affiliated with an international hotel brand in Canada. A series of text-mining and natural language processing (NLP) analyses, including frequency analysis and word cloud, sentiment analysis, word correlation, and TF–IDF analysis, were conducted to explore the information hidden in the massive amount of unstructured text data. The results revealed the similarities and differences between groups (i.e., men vs. women and leisure vs. business) in reporting service failures. We also carefully examined different meanings of words that emerged from the text-mining results to ensure a more comprehensive understanding of the guest experience.
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Keyword:
gender; group difference; purpose of stay; sentiment analysis; service failure; text-mining approach; TF–IDF analysis; word correlation; word frequency analysis
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URL: https://doi.org/10.3390/su14052675
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| 4 |
Communicative Competence: The Role of Grammar in Teaching English as a Second Language
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In: South East Coastal Conference on Languages & Literatures (SECCLL) (2020)
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| 6 |
"Una voce loquitur, toto corpore insultat" : verbale e non verbale nella volgare eloquenza di Alessandra Mussolini e Matteo Salvini
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| 7 |
Печь, кадка и самовар: символы статуса хозяйки в карельской традиционной культуре ; The Stove, the Dough Bowl, and the Samovar: Symbols of a Housewife’s Status in Traditional Karelian Culture
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| 8 |
ВЗГЛЯД НА КОММУНИКАТИВНЫЕ СТИЛИ С ТОЧКИ ЗРЕНИЯ ГЕНДЕРНЫХ ИССЛЕДОВАНИЙ
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ШАРИПОВА Н.И.. - : Худжандский государственный университет им. академика Б. Гафурова, 2016
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| 9 |
О ВОЗМОЖНОМ ВЛИЯНИИ ГЕНДЕРА НА ПСИХОТИПИЧЕСКОЕ СХОДСТВО АВТОРА И ПЕРЕВОДЧИКА
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ЧУГУНОВА С.А.; ТРЕПЫШКО Д.В.. - : Федеральное государственное бюджетное образовательное учреждение высшего образования «Пермский национальный исследовательский политехнический университет», 2016
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| 10 |
Развитие иноязычной профессиональной лексической компетенции с учетом гендерных особенностей студентов ; Development of foreign professional lexical competence regarding students’ gender
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| 11 |
Linguistic manifestation of gender reinforcement through the use of the Japanese term kawaii
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| 12 |
"Obviously I'm not a dick, right?": positioning masculine identities on the mediated conversational floor of a television game show
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In: Soziologiemagazin : publizieren statt archivieren ; Sonderheft ; 2 ; 124-137 ; Komplexe neue Welt: ausgewählte Beiträge vom 3. Studentischen Soziologiekongress 2011 (2014)
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| 13 |
Gender Difference in Sports Advertisements and Its Teaching Implications: A Systemic Functional Multimodal Discourse Analysis (SF-MDA) Approach
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In: Cross-Cultural Communication; Vol 10, No 2 (2014): Cross-Cultural Communication; 62-80 ; 1923-6700 ; 1712-8358 (2014)
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| 14 |
Metaphernanalyse und die Konstruktion von Geschlecht
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In: Forum Qualitative Sozialforschung / Forum: Qualitative Social Research ; 10 ; 2 ; 37 (2012)
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| 15 |
ФУНКЦИОНИРОВАНИЕ КАТЕГОРИИ РОДА В ДИАЛЕКТАХ
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ВАЛЕНЦОВА М.М.. - : Федеральное государственное бюджетное образовательное учреждение высшего профессионального образования «Тамбовский государственный университет имени Г. Р. Державина», 2011
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| 16 |
Metadiscursive Construction of Japanese Women's Language: Images and Ideologies
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In: Theses (2011)
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| 17 |
歸納式及演繹式文法教學於不同英文能力國中生之成效比較 ; Effects of Inductive and Deductive Approaches in Grammar Instructionfor Junior High School Students of Differing English Proficiency
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| 18 |
Φεμινιστική παιδαγωγική: η ανάδυση και η εξελικτική μετασηματιστικά πορεία της ...
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| 19 |
We’re Coming Out! – “Home” and “Away” Identities in the Field of International Education: An Emotional Construction and Negotiation of the Self
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In: Master's Capstone Projects (2007)
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| 20 |
Les femmes et le langage selon Charles Bally: "des moments de décevante inadvertance"?
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In: Linguistik Online, Vol 11, Iss 2, Pp 71-103 (2002) (2002)
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