Big data analytics and hotel guest experience: a critical analysis of the literature
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 …
management literature for decades. In recent years, the use of big data as an increasing …
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 …
The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach
Customers' online reviews play an important role in generating electronic word of mouth;
these reviews serve as an online communication tool that highly influences consumers' …
these reviews serve as an online communication tool that highly influences consumers' …
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 …
Do price promotions drive consumer spending on luxury hotel services? The moderating roles of room price and user-generated content
S Jang, L Moutinho - International Journal of Hospitality Management, 2019 - Elsevier
Price promotion, as price information, and user-generated content (UGC), as non-price
information, play an important role in generating luxury hotel revenue. This study empirically …
information, play an important role in generating luxury hotel revenue. This study empirically …
Managing the online customer experience and subsequent consumer responses across the customer journey: A review and future research agenda
E Koronaki, A Vlachvei, A Panopoulos - Electronic Commerce Research …, 2023 - Elsevier
The rise of the “post-pandemic new digital consumer” who cherishes personalization,
demands trust and expects immersive online experiences has led brands to reexamine their …
demands trust and expects immersive online experiences has led brands to reexamine their …
A technology adoption and implementation process in an independent hotel chain
Successful technological initiatives in the hospitality industry are a product of a well-planned
and executed innovation adoption process. This qualitative study investigated the adoption …
and executed innovation adoption process. This qualitative study investigated the adoption …
How features embedded in eWOM predict hotel guest satisfaction: An application of artificial neural networks
ABSTRACT Electronic-word-of-mouth (eWOM) plays a crucial role not only in analyzing
customer decision-making but also in enhancing the revenue and brand image of service …
customer decision-making but also in enhancing the revenue and brand image of service …
Service quality dimensions in hotel service delivery options: Comparison between human interaction service and self-service technology
The purpose of this study was to examine the similarities and differences of customers'
service quality evaluations between human interaction service (HIS) and self-service …
service quality evaluations between human interaction service (HIS) and self-service …
Understanding service quality attributes that drive user ratings: A text mining approach
Studies based on online textual data are increasingly used in the hospitality sector to gain
better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard …
better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard …