共享住宿价值共创公民行为下的服务需求研究

Research on Service Demand Behind Value Cocreation Citizenship Behavior in Sharing Accommodation

聚焦共享住宿价值共创公民行为中的推荐、反馈和宽容行为,基于评论文本数据,结合情感分析识别出各种行为,从中提取服务需求并构建服务需求网络,探究不同价值共创公民行为下顾客的服务需求差异。研究发现:共享住宿服务需求网络表现出小世界效应和无标度特性,在共同关注少量核心服务需求的基础上,不同顾客对服务需求的关注互异,服务需求组合较为多元;3种价值共创公民行为均最关注“干净情况”,其中推荐行为更关注“人际互动”和“地理位置”,反馈行为更关注“性价比”和“隔音”,宽容行为更关注“地理位置”和“性价比”。

Focusing on value cocreation citizenship behaviors in sharing accommodation including recommendation,feedback and tolerance,we identify different behaviors based on sentiment analysis with online reviews.We extract service demands from these online reviews and build service demand networks to explore the differences in these service demands relevant to the value cocreation citizenship behaviors.The results show that service demand networks of sharing accommodation have small-world effect and scale-free feature.With a few core demands as the common focus,different customers care about different service demands,and the combinations of service demands are diversified.Cleanliness is the common important demand.Recommendationbehavior is strongly relevant to interpersonal interaction and geographical location.Feedback behavior is strongly connected with price-performance ratio and sound insulation.Tolerance behavior focus more on geographical location and price-performance ratio.