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 …

This study examined the effects of both cognitive and affective tour guide interpretation
outcomes on tourist satisfaction and behavioral intention in a heritage tourism context. Data …

The previous experience of customers is assessed by textual reviews and ratings to reflect
their levels of satisfaction with the service or product. Online reviews and ratings have …

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 …

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' …

Transformational leadership (TL) plays an important role in today's modern business world.
Thus, the leadership style can encourage, inspire and motivate employees to seek …

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 …

Purpose This paper aims to examine the effects of traditional customer satisfaction (CS)
relative magnitude and social media review ratings on hotel performance and to explore …

The effect of hotel attributes on customer satisfaction has been well studied in hospitality
literature. However, the importance of hotel attributes for customer satisfaction may change …

Corporate social responsibility (CSR) is a long-established topic in firms' operating process,
yet few studies have examined CSR from the perspective of customer satisfaction and …