Abstract
The aim of this study is to evaluate customer feedback using three distinct models: the Need model, Feedback model, and Network model. McClelland's (1985) motivation theory underlines that consumer feedback represents requirements, symbolizing a human drive at the tail of the vector. The action regulation theory (Frese & Zapf, 1994) characterizes consumer feedback as modifiers, resulting in its portrayal as a human adjective at the vector's tip. Finally, the actor-network theory (Latour, 2005) describes consumer feedback as an affect within a social network that dictates the vector's direction. Through the amalgamation of mathematical and psychological principles, a comprehensive model has been devised for hoteliers to implement effective strategies in meeting guest expectations. To formalize a vector consisting of a tail (need), a tip (goal), and a direction (network), the study has applied linear transformation to derive an integrated model from the three models. To analyse the data gathered from 1000 TripAdvisor comments from 2018 to 2023, Linguistic Inquiry Word Count was used to categorize the feedback into human drives and affect. Structure Equation Modelling was utilized to establish connections between consumer factors and marketing elements, resulting in the identification of three pairs: affect-pricing, adjectives-advertising, and drives-servicing. The practical implications of this research indicate that during the low season, hoteliers should emphasize pricing at the vector's tail. Conversely, in high season, they can shift their focus to advertising at the vector's tip. The vector's direction depends on servicing. This study underscores the integration of mathematics and psychology in comprehending consumer behaviour.
Author Information
Xuan Tran, University of West Florida, United States
Paper Information
Conference: ACP2024
Stream: Linguistics, Language & Psychology/Behavioral Science
This paper is part of the ACP2024 Conference Proceedings (View)
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To cite this article:
Tran X. (2024) Consumers’ Feedback in Mathematics and Psychology Proceeding ISSN: 2187-4743 – The Asian Conference on Psychology & the Behavioral Sciences 2024 Official Conference Proceedings https://doi.org/10.22492/issn.2187-4743.2024.11
To link to this article: https://doi.org/10.22492/issn.2187-4743.2024.11
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