#HospitalityMarketing

This article provides a comprehensive business logic framework for hotel purchasing managers regarding linen quality and customer word-of-mouth, encompassing linen keyword analysis in evaluation data (asymmetrical patterns of positive and negative reviews), the quantitative relationship between evaluation scores and revenue (the impact of a 0.1 increase in score on RevPAR), five directions for linen upgrades with the highest word-of-mouth returns (towels/pillows/bedding display/high-end bedsheets), strategies for responding to negative reviews, in-store communication methods for actively guiding customers to mention their linen experience, a framework for building business cases of purchasing investment based on evaluation data, and a case model for tracking the word-of-mouth effect of towel upgrades (investment of $28,000/estimated revenue of $160,000).