Unveiling negative memorable experiences of hotel guests: An innovative algorithmic analysis

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2025-01-17 DOI:10.1016/j.ijhm.2025.104087

Khadija Althubiti , Abdulaziz Alhamadani , Mahmood Khan , Md Gaffar Hossain Shah

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Abstract

This research is innovative in exploring the factors contributing to the creation of negative Memorable Hotel Experiences (MHEs). The study analyzes extremely negative experiences that tend to stick in guests’ memories and influence future decisions. The framework selected aims to effectively identify and extract memorable experiences from online customer reviews using a large language model (LLM) to generate previously unexplored experiences. The investigation unveiled three classifications of negative MHEs, encompassing a wide spectrum of hotel guests’ encounters, ranging from those causing only moderate inconvenience to significant disruption, ultimately reaching the extreme distress threshold. The increasing significance of negative memorable experiences and their consequential impact would help managers to identify the root causes of these experiences and implement corrective measures to prevent their recurrence.

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揭示酒店客人的负面难忘体验：一种创新的算法分析

本研究在探索造成负面难忘酒店体验（MHEs）的因素方面具有创新性。该研究分析了那些往往会留在客人记忆中并影响未来决定的极其负面的经历。所选择的框架旨在使用大型语言模型（LLM）从在线客户评论中有效识别和提取难忘的体验，以生成以前未探索的体验。调查揭示了负面mhe的三种分类，涵盖了酒店客人所遇到的各种情况，从只造成适度不便到严重干扰，最终达到极端痛苦的阈值。令人难忘的消极经历及其后续影响的重要性日益增加，将有助于管理人员确定这些经历的根本原因，并采取纠正措施防止其再次发生。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.