Journal ArticleDOI
Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews
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TLDR
In this paper, the authors leveraged the advantages of user-generated reviews with the aim of offering new insights into the determinants of hotel customer satisfaction by discriminating among customers by language group.About:
This article is published in Tourism Management.The article was published on 2017-04-01. It has received 193 citations till now. The article focuses on the topics: Customer satisfaction & Service (business).read more
Citations
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Journal ArticleDOI
Big data in tourism research: A literature review
TL;DR: This paper might be the first attempt to present a comprehensive literature review on different types of big data in tourism research, and facilitates a thorough understanding of this sunrise research and offers valuable insights into its future prospects.
Journal ArticleDOI
What do hotel customers complain about? Text analysis using structural topic model
TL;DR: In this paper, a structural topic model text analysis method was adopted to analyze 27,864 hotel reviews in New York City, and showed that it leads to improved inference on consumer dissatisfaction.
Proceedings Article
The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance
TL;DR: In this paper, the authors report on a study that attempts to expand the set of post-adoption beliefs in the expectation-confirmation model (ECM) in order to extend the application of the ECM beyond an instrumental focus.
Journal ArticleDOI
Market segmentation and travel choice prediction in Spa hotels through TripAdvisor’s online reviews
TL;DR: Findings confirm that the proposed hybrid machine learning methods can be implemented as an incremental recommendation agent for spa hotel/resort segmentation through effectively utilizing ‘big data’ procured from online social media contexts.
Journal ArticleDOI
How power distance affects online hotel ratings: the positive moderating roles of hotel chain and reviewers' travel experience.
TL;DR: In this paper, the collective influences of cultural, hotel, and reviewer characteristics on online ratings in the hotel sector were investigated, and they empirically found a negative relationship between the reviewers' power distance and their online hotel ratings, thereby indicating that cultural factor plays a significant role in the customers' online rating behavior.
References
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Journal ArticleDOI
Consumer perceived value: The development of a multiple item scale
TL;DR: In this article, the authors developed a 19-item measure, PERVAL, that can be used to assess customers' perceptions of the value of a consumer durable good at a brand level.
Posted Content
What Makes a Helpful Review? A Study of Customer Reviews on Amazon.com
Susan M. Mudambi,David Schuff +1 more
TL;DR: Drawing on the paradigm of search and experience goods from information economics, a model of customer review helpfulness is developed and tested and indicates that review extremity, review depth, and product type affect the perceived helpfulness of the review.
Journal ArticleDOI
What makes a helpful online review? a study of customer reviews on amazon.com
Susan M. Mudambi,David Schuff +1 more
TL;DR: In this paper, the authors developed and tested a model of customer review helpfulness, based on the paradigm of search and experience goods from information economics, and found that review extremity, review depth, and product type affect the perceived helpfulness of the review.
Journal ArticleDOI
The relationship between customer loyalty and customer satisfaction
John T. Bowen,Shiang‐Lih Chen +1 more
TL;DR: In this article, the relationship between customer satisfaction and customer loyalty was found to be nonlinear, and the authors used the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers.
Journal ArticleDOI
The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings
TL;DR: The empirical findings show that traveler reviews have a significant impact on online sales, with a 10 percent increase in traveler review ratings boosting online bookings by more than five percent, highlighting the importance of online user-generated reviews to business performance in tourism.