온라인 리뷰 분석을 통한 웰니스 호텔의 서비스 속성이 호텔 방문객의 전반적인 평가에 미치는 영향 연구

Abstract

The purpose of this study is to understand the effects of hotel wellness attributes on hotel guests’ overall evaluation through online review analysis. In doing so, this study utilizes online review data of wellness hotels/resorts downloaded from Tripadvisor. This study calculated the proportion of six selected wellness-related attributes using a dictionary-based approach and identified the effects of six wellness attributes on overall evaluation via a fixed effect model using the R program. The results of this study show that four wellness attributes (i.e., Beauty care, Mental activity and education, Rest and meditation, and Social contacts, environmental sensitivity) were statistically significantly associated with an overall evaluation. Theoretical and managerial implications were also discussed.