[1]茅蓉.基于“网络在线评论”的酒店服务质量控制和线上口碑研究——以镇江万达喜来登酒店为例[J].镇江高专学报,2018,31(03):40-44.
 MAO Rong.Based on the “online comments” of hotel service quality control and the study of online reputation — Taking Zhenjiang Wanda Sheraton as an example[J].,2018,31(03):40-44.
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基于“网络在线评论”的酒店服务质量控制和线上口碑研究——以镇江万达喜来登酒店为例()
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《镇江高专学报》[ISSN:/CN:]

卷:
31
期数:
2018年03期
页码:
40-44
栏目:
经济与管理研究
出版日期:
2018-07-28

文章信息/Info

Title:
Based on the “online comments” of hotel service quality control and the study of online reputation — Taking Zhenjiang Wanda Sheraton as an example
文章编号:
1008-8148(2018)03-0040-05
作者:
茅蓉
江苏联合职业技术学院镇江分院 旅游系,江苏 镇江212016
Author(s):
MAO Rong
Tourism Department, Zhenjiang Branch of Jiangsu United Vocational Technical College, Zhenjiang 212006, China
关键词:
线上口碑网络在线评论OTA平台
Keywords:
online reputation online comments OTA platform
分类号:
F719.2
文献标志码:
C
摘要:
“网络在线评论”是消费者对产品和服务最为直接和真实的主观评价。通过对镇江万达喜来登酒店在各大OTA平台上网络在线评论的具体内容进行分析,发现酒店对线上口碑维护的重视度和力度不够。酒店可以从服务质量控制和线上互动平台建设等方面采取措施,提高服务质量。
Abstract:
“Online comment” is the most direct and real subjective evaluation of consumers concerning products and services. By analyzing the specific contents of online comments in each big OTA platform of Zhenjiang Wanda Sheraton Hotel, We found that the hotel ignored the importance of online reputation maintenance degree. From the aspects of service quality control, and the online interactive platform construction, we can take some measures to improve the quality of service.

参考文献/References:

[1]  朱峰,吕镇.国内游客对饭店服务质量评论的文本分析:以e龙网的网友评论为例\[J\].旅游学刊,2006(5):86-90.

[2] 王财玉,雷雳.电子口碑影响力产生机制与市场应用研究前沿探析\[J\].外国经济与管理.2013,35(10):62-80.

[3] JOHANN A.Role of productrelated conversations in the diffusion of a New Product\[J\].Journal of Marketing Research.1967(4):291-295.

[4] VILPPONEN A,WINTER S,SUNDQVIST S.Electronic wordofmouth in online environments:Exploring referral network structure and adoption behavior\[J\].Journal of Interactive Adverstising.2006,6(2):71-86.

[5] BORDIA.The influence of online product recommendation on consumers online choices \[J\].Journal of Retailing.2014,80(2):159-169.

[6] 丁于思,肖轶楠.五星级酒店服务质量评价指标体系研究:基于网络点评内容分析\[J\].消费经济.2014(3):64-69.

备注/Memo

备注/Memo:

收稿日期: 2018-01-03

作者简介: 茅蓉(1982—),女,江苏镇江人,高级教师,硕士,主要从事酒店管理研究。

更新日期/Last Update: 2018-07-25