UNDERSTANDING EMPLOYEE VOICE USING MACHINE LEARNING METHOD: EXAMPLE OF HOTEL BUSINESSES

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ÇATIR O.

Geojournal of Tourism and Geosites, vol.43, no.3, pp.955-963, 2022 (Scopus) identifier

  • Publication Type: Article / Article
  • Volume: 43 Issue: 3
  • Publication Date: 2022
  • Doi Number: 10.30892/gtg.43315-909
  • Journal Name: Geojournal of Tourism and Geosites
  • Journal Indexes: Scopus, CAB Abstracts, Geobase, Hospitality & Tourism Complete, Hospitality & Tourism Index, Directory of Open Access Journals
  • Page Numbers: pp.955-963
  • Keywords: employee voice, hotel management, machine learning, online employee review, topic model
  • Uşak University Affiliated: Yes

Abstract

Online reviews are used in tourism research to understand tourist behaviour. However, online comments made by hotel employee have not yet been adequately researched. The study aims to determine on which topics the employees express their ideas, thoughts, and opinions, that is, on which topics they are voice 11, 115 comments written by the employees of a chain hotel were analysed. In this study, the latent Dirichlet allocation (LDA) topic modelling method was preferred for the analysis of online comments made by employees. Because of the study, the themes of salary and benefits, management behaviour, service quality, work-life balance, career development, work time, work environment, social rights, career opportunities, food and beverage facilities, ability development were determined. Among the negative comments, the themes of hotel management behaviour, work time, salary and benefits, work-life balance, and career opportunities were determined.