Analyzing Online Hotel Reviews Using Feelings-as-Information Theory: A Case Study of the Grand Hyatt Seoul

• 발행기관: 한국무역연구원
• 저자명: Bradley S. Brennan Kyung-Mi Bae Daniel Kesler
• 간행물 정보: 『무역연구』제21권 제4호, 23~38쪽, 전체 16쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2025.08.31

국문 초록

Purpose - This paper examines how emotional cues in user-generated online reviews reflect guest satisfaction and shape managerial responses in luxury hospitality. Drawing on feelings-as-information theory (FIT), the study connects psychological insight with service research. Design/Methodology/Approach - An inductive qualitative case study of the Grand Hyatt Seoul analyzed 300 English-language reviews purposively sampled from TripAdvisor, Booking.com, and the hotel’s website (January-September 2024). Reviews were examined using Braun and Clarke’s (2006, 2021) six-phase thematic analysis, supported by NVivo 14 for coding and emotional valence comparison. Intercoder checks enhanced reliability. Management responses were analyzed in parallel to assess how organizations interpret and address guest emotions. FIT (Schwarz & Clore, 2007) framed emotions as cognitive inputs shaping judgments of service quality, ambiance, and brand trust. Findings - Four recurring affective themes emerged: service quality, ambiance, spatial design, and accessibility. Emotional cues influenced not only guest evaluations but also the tone and content of managerial responses. FIT proved effective in decoding sentiment under uncertainty and guiding service recovery strategies. Research Implications - By integrating psychological theory with electronic word-of-mouth (eWOM) research, this study advances understanding of how managers can interpret and respond to guest emotions. It extends FIT to online review contexts and highlights culturally specific dynamics of luxury hospitality in South Korea. The findings emphasize emotional literacy and strategic responsiveness as critical to sustaining online reputation

목차

Ⅰ. Introduction

Ⅱ. Literature Review

Ⅲ. Research Methods

Ⅳ. Findings and Analysis

Ⅴ. Discussion

References

키워드

Customer Satisfaction eWOM Feelings-as-Information Theory Hotel Management Luxury Hospitality Online Reviews