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Title: Listening to your employees : analyzing opinions from online reviews of hotel companies
Authors: Shi, XC 
Chen, Z
Issue Date: 9-Aug-2021
Source: International journal of contemporary hospitality management, 9 Aug. 2021, v. 33, no. 6, p. 2091-2116
Abstract: Purpose: This study aims to examine the factors influencing hotel employee satisfaction and explores the different sentiments expressed in these factors in online reviews by hotel type (premium versus economy) and employment status (current versus former).
Design/methodology/approach: A total of 78,535 online reviews by employees of 29 hotel companies for the period of 2011-2019 were scraped from Structural topic modeling (STM) and sentiment analysis were used to extract topics influencing employee satisfaction and examine differences in sentiments in each topic.
Findings: Results showed that employees of premium hotels expressed more positive sentiments in their reviews than employees of economy hotels. The STM results demonstrated that 20 topics influenced employee satisfaction, the top three of which were workplace bullying and dirty work (18.01%), organizational support (16.29%) and career advancement (8.88%). The results indicated that the sentiments in each topic differed by employment status and hotel type.
Practical implications: Rather than relying on survey data to explore employee satisfaction, hotel industry practitioners can analyze employees’ online reviews to design action plans.
Originality/value: This study is one of only a few to use online reviews from an employment search engine to explore hotel employee satisfaction. This study found that workplace bullying and dirty work heavily influenced employee satisfaction. Moreover, analysis of the comments from previous employees identified antecedents of employees’ actual turnover behavior but not their turnover intention.
Keywords: Hotel company online review
Hotel employee satisfaction
Hotel type
Sentiment analysis
Structural topic modeling
Publisher: Emerald Group Publishing Limited
Journal: International journal of contemporary hospitality management 
ISSN: 0959-6119
EISSN: 1757-1049
DOI: 10.1108/IJCHM-06-2020-0576
Rights: © Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher.
The following publication Shi, X.(C). and Chen, Z. (2021), "Listening to your employees: analyzing opinions from online reviews of hotel companies", International Journal of Contemporary Hospitality Management, Vol. 33 No. 6, pp. 2091-2116 is published by Emerald and is available at
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