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A Comparative Analysis of Positive eWOM Topics in Robotic and Conventional Hotels: Insights from TripAdvisor Reviews

Einlou, Zahra | 2024

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 57648 (44)
  4. University: Sharif University of Technology
  5. Department: Management and Economics
  6. Advisor(s): Aslani, Shirin
  7. Abstract:
  8. This study explores topics discussed in positive eWOM of robotic and conventional hotels through a comprehensive analysis of online reviews using Latent Dirichlet Allocation (LDA). LDA is an advanced topic modeling technique. To uncover topics discussed in eWOM of robotic hotels and conventional hotels, and then compare them to see if there are any meaningful statistical differences between them, three separate LDA models were implemented on reviews of robotic hotels, conventional hotels, and the overall rereviews of all hotels, respectively. The results reveal that “service quality and overall atmosphere” is the most common topic discussed considering both hotel types, with key themes including staff friendliness, cleanliness, and location convenience. Significant differences were observed in certain topics between robotic and conventional hotels, such as check-in/out experience, front-desk interactions, and food and beverage offerings. Robotic hotels were particularly noted for their robotic room deliveries, which contributed to a unique efficient guest experience but also faced challenges related to reliability. Conventional hotels excelled in traditional hospitality aspects like food quality and special occasions. The findings suggest that while robotic hotels offer modern, high-tech experiences, maintaining human elements in service remains crucial for guest satisfaction. This study provides insights for hoteliers on balancing technology and traditional service to enhance guest experiences
  9. Keywords:
  10. Electronic Word to Mouth ; Conventional Hotels ; Robotic Hotels ; TripAdvisor Platform ; Latent Dirrichlet Allocation (LDA) ; User Reviews

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