vation in the hotel, and inability to meet individual needs. The construction of smart hotels should focus on Р the customer experience , and make improvements based on the environmental factors, service factors, value Р factors and customer complaints factors that affect customer satisfaction, so as to promote the innovative developMР ment of smart hotels.Р Key words: smart hotel; customer satisfaction network text analysis; service robot; customer experienceР (责任编校:朱德东)Р 155
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