“How was your meal?” Examining customer experience using Google maps reviews
B Mathayomchan, V Taecharungroj - International Journal of Hospitality …, 2020 - Elsevier
The purpose of this research is to examine the effects of restaurant attributes and the
underlying factors impacting overall customer experience within a range of different …
underlying factors impacting overall customer experience within a range of different …
Progression and development of information and communication technology research in hospitality and tourism: A state-of-the-art review
Purpose This study aims to present a state-of-the art review on information and
communication technology (ICT) research in hospitality and tourism published between …
communication technology (ICT) research in hospitality and tourism published between …
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 …
Analysing TripAdvisor reviews of tourist attractions in Phuket, Thailand
V Taecharungroj, B Mathayomchan - Tourism Management, 2019 - Elsevier
The purpose of the current research is to develop a methodology that can analyse online
reviews using machine learning techniques in such a way that practitioners in the fields of …
reviews using machine learning techniques in such a way that practitioners in the fields of …
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews
Customer online reviews of hotels have significant business value in the e-commerce and
big data era. Online textual reviews have an open-structured form, and the technical side …
big data era. Online textual reviews have an open-structured form, and the technical side …
Digital marketing strategies, online reviews and hotel performance
P De Pelsmacker, S Van Tilburg, C Holthof - International Journal of …, 2018 - Elsevier
We investigate to what extent digital marketing strategies (such as having a digital marketing
plan, responsiveness to guest reviews, and monitoring and tracking online review …
plan, responsiveness to guest reviews, and monitoring and tracking online review …
What do hotel customers complain about? Text analysis using structural topic model
The ability to understand the causes of customers' complaints is critical for hotels to improve
their service quality, customer satisfaction, and revenue. This study adopts a novel structural …
their service quality, customer satisfaction, and revenue. This study adopts a novel structural …
A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism
Online consumer reviews have been studied for various research problems in hospitality
and tourism. However, existing studies using review data tend to rely on a single data …
and tourism. However, existing studies using review data tend to rely on a single data …
Progress in information technology and tourism management: 30 years on and 20 years after the internet-Revisiting Buhalis & Law's landmark study about eTourism
Abstract “Progress in information technology and tourism management: 20 years on and 10
years after the Internet—The state of eTourism research” is reviewed in terms of its …
years after the Internet—The state of eTourism research” is reviewed in terms of its …
Market segmentation and travel choice prediction in Spa hotels through TripAdvisor's online reviews
Customer segmentation via online reviews and ratings can assist different hotels, including
spa hotels, to better inform marketing strategy development and ensure optimal marketing …
spa hotels, to better inform marketing strategy development and ensure optimal marketing …