Customer loyalty: a review and future directions with a special focus on the hospitality industry
Purpose This article aims to provide a summary review of what is already known about
customer loyalty and identifies some emerging issues that play an important role in it. As a …
customer loyalty and identifies some emerging issues that play an important role in it. As a …
A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects
This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …
hospitality journals over the period 2000 to 2016. The review was organized around four …
Service quality and customer satisfaction: The moderating effects of hotel star rating
This research contributes to customer satisfaction knowledge with regard to accommodation
in South Africa whose star grading differs. A multi-group analysis and an importance …
in South Africa whose star grading differs. A multi-group analysis and an importance …
Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation
Consumer-generated content has provided an important new information medium for
tourists, throughout the purchasing lifecycle, transforming the way that visitors evaluate …
tourists, throughout the purchasing lifecycle, transforming the way that visitors evaluate …
Role of social media in retail network operations and marketing to enhance customer satisfaction
U Ramanathan, N Subramanian… - International Journal of …, 2017 - emerald.com
Purpose The technology evolution compels retail networks to introduce unique business
models to retain customers and to gain a competitive advantage. Customer reviews …
models to retain customers and to gain a competitive advantage. Customer reviews …
The business value of online consumer reviews and management response to hotel performance
KL Xie, Z Zhang, Z Zhang - International Journal of Hospitality Management, 2014 - Elsevier
The business case for investing in online reputation has received increasing scrutiny in
recent years. This study identifies the business value of consumer reviews and management …
recent years. This study identifies the business value of consumer reviews and management …
Identifying salient attributes of peer-to-peer accommodation experience
IP Tussyadiah, F Zach - Journal of Travel & Tourism Marketing, 2017 - Taylor & Francis
This study explores key content and themes from online reviews to explain major service
attributes of peer-to-peer (P2P) accommodation sought by guests. The results from lexical …
attributes of peer-to-peer (P2P) accommodation sought by guests. The results from lexical …
Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews
Comprehending customer satisfaction with hotels: Data analysis of consumer-generated
reviews | Emerald Insight Books and journals Case studies Expert Briefings Open Access …
reviews | Emerald Insight Books and journals Case studies Expert Briefings Open Access …
Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews
This article aims to examine the underpinnings of satisfied and unsatisfied hotel customers.
A text-mining approach was followed and online reviews by satisfied and dissatisfied …
A text-mining approach was followed and online reviews by satisfied and dissatisfied …
Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry
Understanding the asymmetric effects of attribute performance (AP) on customer satisfaction
(CS) is important for the managers in the hotel industry. Although several studies concerning …
(CS) is important for the managers in the hotel industry. Although several studies concerning …