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Customer experience management in capsule hotels: a content analysis of guest online review

Victor Oluwafemi Olorunsola (Faculty of Tourism, Eastern Mediterranean University, Famagusta, Turkey)
Mehmet Bahri Saydam (Faculty of Tourism, Eastern Mediterranean University, Famagusta, Turkey)
Taiwo Temitope Lasisi (Department of Recreology and Tourism, Faculty of Informatics and Management, University of Hradec Kralove, Hradec Kralove, Czech Republic)
Kayode Kolawole Eluwole (Department of Gastronomy and the Culinary Arts, İstanbul Gelişim Üniversitesi, Istanbul, Turkey)

Journal of Hospitality and Tourism Insights

ISSN: 2514-9792

Article publication date: 3 January 2023




Capsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.


This study inspected 1,304 online user-generated content from the top 10 capsule hotels from Leximancer 4.5 was deployed to analyze the data.


The analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.

Practical implications

This research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.


This research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.



Taiwo Temitope Lasisi gratefully acknowledge the financial support of the Faculty of Informatics and Management of the University of Hradec Králové (FIM UHK) within the framework of the Specific Research Project “Information and knowledge management and cognitive science in tourism”.


Olorunsola, V.O., Saydam, M.B., Lasisi, T.T. and Eluwole, K.K. (2023), "Customer experience management in capsule hotels: a content analysis of guest online review", Journal of Hospitality and Tourism Insights, Vol. ahead-of-print No. ahead-of-print.



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