From Guest to Family: An Innovative Framework for Enhancing Memorable Experiences in the Hotel Industry
From Guest to Family: An Innovative Framework for Enhancing Memorable Experiences in the Hotel Industry
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DOI：
10.1145/3625007.3632331
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发表时间：
2023-11
期刊：
影响因子：
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通讯作者：
Abdulaziz Alhamadani;Khadija Althubiti;Shailik Sarkar;Jianfeng He;Lulwah Alkulaib;Srishti Behal;M. Khan;Chang-Tien Lu
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文献类型：
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作者：
Abdulaziz Alhamadani;Khadija Althubiti;Shailik Sarkar;Jianfeng He;Lulwah Alkulaib;Srishti Behal;M. Khan;Chang-Tien Lu
本文提出了一个创新的框架，旨在识别、分析和产生酒店业令人难忘的经历。在当今瞬息万变的消费世界中，人们更喜欢难忘的体验，而不是传统的服务或产品。因此，酒店业已经将重点转向创造独特和难忘的体验，而不仅仅是提供基本服务。尽管在量化体验方面存在固有的主观性和困难，但在热情好客的背景下捕捉和理解这些关键要素的努力一直存在。然而，由于依赖于客观调查或有限的社交媒体数据，传统方法已被证明是不够的，导致缺乏多样性和潜在的偏见。我们的框架解决了这些问题，提供了一个整体解决方案，可以有效地从在线客户评论中识别和提取令人难忘的体验，每月或每年识别趋势，并利用当地的LLM来生成潜在的、未探索的体验。作为业内首个成功部署、快速准确的同类产品，该框架为酒店业提升服务水平和为客户创造引人入胜的个性化体验做出了重大贡献。
This paper presents an innovative framework developed to identify, analyze, and generate memorable experiences in the hotel industry. People prefer memorable experiences over traditional services or products in today's ever-changing consumer world. As a result, the hospitality industry has shifted its focus toward creating unique and unforgettable experiences rather than just providing essential services. Despite the inherent subjectivity and difficulties in quantifying experiences, the quest to capture and understand these critical elements in the hospitality context has persisted. However, traditional methods have proven inadequate due to their reliance on objective surveys or limited social media data, resulting in a lack of diversity and potential bias. Our framework addresses these issues, offering a holistic solution that effectively identifies and extracts memorable experiences from online customer reviews, discerns trends on a monthly or yearly basis, and utilizes a local LLM to generate potential, unexplored experiences. As the first successfully deployed, fast, and accurate product of its kind in the industry, This framework significantly contributes to the hotel industry's efforts to enhance services and create compelling, personalized experiences for its customers.