search query: @author Cleveland, C. / total: 4
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| Author: | Pullman, M. McGuire, K. Cleveland, C. |
| Title: | Let me count the words: Quantifying open-ended interactions with guests |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2005 : AUG, VOL 46:3, p. 323-343 |
| Index terms: | Hotel and catering industry Consumer attitudes Customers Qualitative research |
| Language: | eng |
| Abstract: | This article refers to customer surveys as being well and good. However, the best way to gain a full understanding of a customer's feelings about a hotel is to analyze the context of a customer's comments. Qualitative data analysis is rapidly getting feasible for hoteliers through software supporting content analysis, advanced linguistic analysis and data linking. The resulting analysis gives a strong indication of a customer's emotional connection to a particular hotel. |
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