Asset Details
Do you wish to reserve the book?
Differences in Chinese and Western tourists faced with Japanese hospitality: a natural language processing approach
Hey, we have placed the reservation for you!
By the way, why not check out events that you can attend while you pick your title.
Oops! Something went wrong.
Looks like we were not able to place the reservation. Kindly try again later.
Are you sure you want to remove the book from the shelf?
Differences in Chinese and Western tourists faced with Japanese hospitality: a natural language processing approach
Do you wish to request the book?
Differences in Chinese and Western tourists faced with Japanese hospitality: a natural language processing approach
Please be aware that the book you have requested cannot be checked out. If you would like to checkout this book, you can reserve another copy
We have requested the book for you!
Your request is successful and it will be processed during the Library working hours. Please check the status of your request in My Requests.
Oops! Something went wrong.
Looks like we were not able to place your request. Kindly try again later.
Journal Article
Differences in Chinese and Western tourists faced with Japanese hospitality: a natural language processing approach
2021
Overview
Since culture influences expectations, perceptions, and satisfaction, a cross-culture study is necessary to understand the differences between Japan’s biggest tourist populations, Chinese and Western tourists. However, with ever-increasing customer populations, this is hard to accomplish without extensive customer base studies. There is a need for an automated method for identifying these expectations at a large scale. For this, we used a data-driven approach to our analysis. Our study analyzed their satisfaction factors comparing soft attributes, such as service, with hard attributes, such as location and facilities, and studied different price ranges. We collected hotel reviews and extracted keywords to classify the sentiment of sentences with an SVC. We then used dependency parsing and part-of-speech tagging to extract nouns tied to positive adjectives. We found that Chinese tourists consider room quality more than hospitality, whereas Westerners are delighted more by staff behavior. Furthermore, the lack of a Chinese-friendly environment for Chinese customers and cigarette smell for Western ones can be disappointing factors of their stay. As one of the first studies in the tourism field to use the high-standard Japanese hospitality environment for this analysis, our cross-cultural study contributes to both the theoretical understanding of satisfaction and suggests practical applications and strategies for hotel managers.
Publisher
Springer Berlin Heidelberg,Springer Nature B.V
Subject
