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
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
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 expe-rience 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 strate-gies.These include the development of a hotel product system that highlights unique local cultural characteristics,the en-richment 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
Key words
customer experience/Jiangxi cultural theme hotels/strategies/online reviews
万方数据