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http://dx.doi.org/10.5392/JKCA.2013.13.10.533

Understanding Customer Values by Analyzing the Contents of Online Hotel Reviews  

Lee, Jung-Hun (수원대학교 호텔관광학부)
Publication Information
Abstract
This study analyzed the contents of online hotel reviews of Benikea hotels. The results were as follows: First, the outstanding customer value were functional value, emotional value, price/value for money and epistemic value, conditional value are next. Social value was not found. Functional value was provoked by the functions of hotel room, room amenities, room view, room cleaness, restaurant service, and hotel staff friendliness as human services. Emotional value was the emotional response to the qualities of hotel's functions. Price/value for money was a perceived value of hotel user by the comparison of what to invest with what to receive. From the results, it can be proposed that hotel should maintain the basic qualities of core functions of hotel.
Keywords
Customer Values; Online Hotel Review; Human Service; Room;
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Times Cited By KSCI : 2  (Citation Analysis)
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