基于网络文本分析的江西文化主题饭店顾客体验提升对策研究——以赣州曼思君澜国际酒店为例  

A Study on Strategies to Enhance Customer Experience in Jiangxi's Cultural Theme Hotels Based on Online Text Analysis--A Case Study of Ganzhou Mansjuelan International Hotel

作　　者：曾少明 刘炫芳 ZENG Shaoming;LIU Xuanfang(School of Tourism and Economic Management,Nanchang Normal University,Nanchang 330032,China)

机构地区：[1]南昌师范学院旅游与经济管理学院,江西南昌330032

出　　处：《南昌师范学院学报》2024年第4期134-140,共7页Journal of Nanchang Normal University

基　　金：南昌师范学院校级课题“江西文化的主题饭店体验提升实现路径研究”(21RWYB08)。

摘　　要：从网络评价的视角出发,运用文本分析法,利用八爪鱼ROST CM6软件整理分析从“携程”、“去哪儿”选取的酒店网络评价数据得出相关结论。研究发现,顾客在文化主题饭店的功能体验中,基础服务和设施设备占主导地位;未形成鲜明的文化主题的认知,尚未建立文化主题的深度感受。提出了打造具有地方文化特色的酒店产品体系;进一步深化文化主题饭店的整体文化氛围,将地域文化生活化场景化;增强员工文化素质和培育员工的文化实践能力等对策。From the perspective of online reviews,this study employs the text analysis method and uses Octopus and ROST CM6 software to collect and analyze hotel review data from Ctrip and Qunar.The findings reveal that in the functional experience of customers at cultural theme hotels,basic services and facilities dominate,while there is a lack of strong cultural theme recognition and an absence of deep cultural experiences.To tackle these challenges,the study suggests several strategies.These include the development of a hotel product system that highlights unique local cultural characteristics,the enrichment of the hotels'overall cultural ambiance by integrating regional culture into living and experiential spaces,and the improvement of staff cultural literacy and practical cultural competencies.

关 键 词：顾客体验 江西文化主题饭店 对策 网络评价 

分 类 号：F59[经济管理—旅游管理]