Can we trace back hotel online reviews’ characteristics using gamification features?

Gamification is here to stay, and tourism and hospitality online review platforms are taking advantage of it to attract travelers and motivate them to contribute to their websites. Yet, literature in tourism is scarce in studying how effectively is users’ behavior changing through gamification features. This research aims at filling such gap through a data-driven approach based on a large volume of online reviews (a total of 67,685) collected from TripAdvisor between 2016 and 2017. Four artificial neural networks were trained to model title and review’s word length, and title and review’s sentiment score, using as input 12 gamification features used in TripAdvisor including points and badges. After validating the accuracy of the model for extracting knowledge, the data-based sensitivity analysis was applied to understand how each of the 12 features contributed to explaining review length and its sentiment score. Three badge features were considered the most relevant ones, including the total number of badges, the passport badges, and the explorer badges, providing evidence of a relation between gamification features and traveler’s behavior when writing reviews.     

浅析预设在酒店英语中的应用

预设是语言中的普遍现象。作为服务行业,酒店语言有其自身的特点。基于研究预设的两种方法和功能,分析预设在酒店英语中的应用,得出以下结论:由于信息传递的灵活性,预设已有意无意地被酒店员工所使用。在酒店英语中,预设的正确使用不仅能够确保酒店服务流程的正常运转,有助于交流的经济性和连贯性,促进交流双方的相互理解,而且还能增强话语的说服力,保证投诉处理的圆满解决。     

酒店外语培训走出困境的对策

酒店外语培训不同于一般的外语教学。目前,酒店外语培训无论从组训层方面还是受训层方面都面临着诸多的困扰。酒店外语培训工作要走出困境,必须改革其培训手段与培训方法,即注意研究培训对象的特殊困难及他们的认知心理特征,采用科学的培训对策,扬长避短,从而收到良好的培训效果。     

The mediating role of transformational leadership in the relationship between cultural intelligence and employee voice behavior: A case of hotel employees

This study, for the first time, evaluates the mediating effect of transformational leadership in the relationship between cultural intelligence and voice behavior. Data were collected from 316 non-national employees from various hotels in Thailand. Structural equation modeling was used to analyze the data. The results show that non-national employees with a higher level of cultural intelligence are more likely to display voice behaviors. Furthermore, this relationship is partially mediated by transformational leadership. This study offers a unique perspective by presenting cultural intelligence as a personal antecedent of voice behavior and by identifying the underlying mediation mechanism that affects this relationship. This investigation has important implications to manage and lead multicultural organizations, especially to promote voice behavior.     

顾客参与星级酒店服务创新对顾客价值创造的影响研究

顾客在服务中扮演着越来越重要的角色,顾客参与的重要性日益受到关注。文章从顾客与酒店交互层面,构建顾客参与服务创新维度对顾客价值创造的整合模型。探讨顾客参与服务创新对顾客价值创造的影响。文章以星级酒店为背景,对270名有过星级入住酒店经历体验的人进行问卷调查,运用结构方程模型开展实证研究。结果表明顾客参与酒店服务创新的不同维度对顾客价值创造有着显著的影响,其中顾客参与广度、参与深度,参与强度对顾客功能价值、体验价值、象征价值有着正向影响,而对顾客价值成本付出有着负影响。     

构建酒店管理者与一线员工的和谐劳动关系

在整个社会寻求和谐、健康发展的大环境下,酒店作为社会的一份子也要创立和谐企业。构建酒店管理者和一线员工之间的和谐劳动关系,为游客提供良好的旅游环境,是构建和谐酒店的重要内容,是促进旅游业可持续发展的根本保证。     

跨国酒店跨文化管理研究综述

酒店业的全球化扩张使其不得不面对跨文化冲突与管理的问题。文章主要梳理国内外学者对酒店行业跨文化管理的研究工作,在对相关文献述评的基础上,对酒店跨文化管理的主要观点、研究方法和未来可能的研究方向进行归纳和评述。     

Enhancing Aspect-Based Sentiment Analysis of Arabic Hotels’ reviews using morphological,syntactic and semantic features

This research presents an enhanced approach for Aspect-Based Sentiment Analysis (ABSA) of Hotels’ Arabic reviews using supervised machine learning. The proposed approach employs a state-of-the-art research of training a set of classifiers with morphological, syntactic, and semantic features to address the research tasks namely: (a) T1:Aspect Category Identification, (b) T2:Opinion Target Expression (OTE) Extraction, and (c) T3: Sentiment Polarity Identification. Employed classifiers include Naïve Bayes, Bayes Networks, Decision Tree, K-Nearest Neighbor (K-NN), and Support-Vector Machine (SVM).The approach was evaluated using a reference dataset based on Semantic Evaluation 2016 workshop (SemEval-2016: Task-5). Results show that the supervised learning approach outperforms related work evaluated using the same dataset. More precisely, evaluation results show that all classifiers in the proposed approach outperform the baseline approach, and the overall enhancement for the best performing classifier (SVM) is around 53% for T1, around 59% for T2, and around 19% in T3.     

人口统计变量对饭店品牌体验、品牌忠诚的影响分析及启示——以汉庭连锁酒店为例

本研究立足顾客的角度,以汉庭连锁酒店为例,通过实证调查和数理分析,探析了不同人口统计变量对饭店品牌体验、品牌忠诚的影响差异.研究表明：不同人口统计变量对饭店品牌体验与品牌忠诚的影响存在明显分异.在此基础上,提出对饭店管理和营销的相关启示.     

Feeling for the State: Affective Labor and Anti-Terrorism Training in US Hotels

This essay argues that Eye on Awareness?, a recent deployment of the If You See Something, Say Something? Department of Homeland Security campaign in US hotels, disciplines workers in order to organize their senses for the state, a process I term “feeling for the state,” by subtly redefining what it means to see the terrorist as what it means to feel the terrorist. I argue that feeling for the state throughout the training legitimizes expanded sovereign power and organizes affective labor to police racialized bodies and behaviors. I conclude by offering implications for readings of biopolitics that foreground affect.