The importance of text mining is increasing in services management as the access to big
data is increasing across digital platforms enabling such services. This study adopts a …

Purpose This study aims to conduct a systematic review and critically analyze the sentiment
analysis literature in hospitality and tourism from methodological (data sets and analyzes) …

Customer segmentation via online reviews and ratings can assist different hotels, including
spa hotels, to better inform marketing strategy development and ensure optimal marketing …

The purpose of this study is to discover the public's general perceptions of robots as frontline
employees in the hotel industry based on YouTube online reviews. This study applied data …

Evidently, online voice of customers (VoC) expressed in social media has emerged as
quality data for researchers who are willing to conduct customer-driven business …

In a time where social media is fundamental for any political campaign and to share a
message with an electoral audience, this study searches for a conclusion of the actual …

The technology acceptance model (TAM) is a widely accepted theoretical framework that
explains how users accept and use technology. TAM has been applied in various marketing …

Due to rising competition and resource constraints, hoteliers need to understand which
consumer complaints are more important and severe to prioritize, an issue receiving less …

Purpose Virtual reality (VR) and augmented reality (AR) are two technological
breakthroughs that stimulate reality perception. Both have been applied in tourism contexts …

Recent research in the marketing literature has explored the use of artificial intelligence in
harnessing consumer information, providing researchers and businesses with strategic …