邮轮旅游负面在线评论问题与对策研究

Research on the Problem of Negative Online Reviews of Cruise Tourism and Countermeasures

随着网络的普及和邮轮旅游的发展,邮轮旅游负面在线评论的作用日益凸显。研究邮轮旅游负面在线评论问题,有利于发现产业发展的相关问题,进而改善邮轮游客体验。文章爬取皇家加勒比和歌诗达的负面在线评论,进行分词处理和词语分布分析等;然后采用定性分析的方法,分析负面在线评论的五类问题(管理类、服务类、设施类、行程类、情感类);最后从相应角度提出解决问题的对策,为邮轮旅游产业发展建言献策。

With the popularity of the internet and the development of cruise tourism,the role of negative online reviews of cruise tourism has become increasingly prominent.The study of negative online reviews of cruise tourism is conducive to identifying problems related to the development of the industry and thus improving the cruise visitor experience.The article crawls the negative online reviews of Royal Caribbean and Costa,and carries out word separation processing and word distribution analysis,etc.Then adopts the method of qualitative analysis to analyze the five categories of negative online reviews(management,service,facilities,itinerary and emotion);finally proposes countermeasures to solve the problem from the corresponding perspective,and suggests suggestions for the development of cruise tourism industry.