Purpose Guest experience and satisfaction have been central constructs in the hospitality
management literature for decades. In recent years, the use of big data as an increasing …

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 …

Online reviews have been used effectively to understand customers' satisfaction and
preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several …

In the service industry, word of mouth (WOM) has become an important indicator for
influencing customer behaviour and developing marketing strategies. The current study …

Purpose This paper aims to examine the impact of cultural specificity on hotel's online
reviews and ratings. Design/methodology/approach Using Hofstede's scale of cultural …

Due to the COVID-19 pandemic, the sales of fast-food businesses have dropped sharply.
Customer satisfaction has always been one of the key factors for the sustainable …

This study attempts to investigate the effect of cross-country differences on online hotel
reviews. More specifically, it attempts to investigate whether there are differences in the way …

Hotels have increasingly engaged in environmentally responsible initiatives to demonstrate
their commitment to environmental concerns and sustainable hospitality and tourism. These …

Survey-based research on hotel re-patronage is based largely on hotel customer
satisfaction measurements and stated re-visit intentions. Less is known about actual re …

A smart speaker is a voice command device with a built-in virtual assistant. The virtual
assistant provides interactivity and hands-free activation. According to a recent survey …