Service improvement is of great importance for hotels to gain advantages. Several studies determined the prioritization of service improvement by identifying the relationship between service performance and customer satisfaction but ignored the impact of consumer expectations and managers' subjective opinions. This paper provides an online reviews-driven method for hoteliers to determine the prioritization of improvements in hotel services. Firstly, the improved penalty–reward contrast analysis that quantifies the sentiment tendencies and intensities in online reviews is used to identify types of service attributes. Secondly, based on the categorization of attribute types, three types of consumer expectations that affect consumer satisfaction are mined. Thirdly, the improved three-way decision model is used to determine the priority of allocation resources combining with managers’ subjective opinions. Finally, the proposed method is applied to the case study of Four Seasons Hotel service improvement, and the advantages of this method are illustrated by comparative analysis.

服务提升对于酒店获得优势至关重要。几项研究通过确定服务绩效和客户满意度之间的关系来确定服务改进的优先级，但忽略了消费者期望和经理主观意见的影响。本文为酒店经营者提供了一种在线评论驱动的方法，以确定酒店服务改进的优先级。首先，使用改进的惩罚-奖励对比分析来量化在线评论中的情绪倾向和强度，用于识别服务属性的类型。其次，基于属性类型的分类，挖掘出影响消费者满意度的三类消费者期望。第三，采用改进的三向决策模型结合管理者的主观意见确定资源配置的优先级。最后，将所提出的方法应用于四季酒店服务改进的案例研究，并通过比较分析说明了该方法的优点。