Beyond surveys : leveraging automated text analysis of travellers' online reviews to enhance service quality and willingness to recommend
Year of publication: |
2024
|
---|---|
Authors: | Robertson, Jeandri ; Vella, Joseph ; Duncan, Sherese ; Pitt, Christine ; Pitt, Leyland F. ; Caruana, Albert |
Published in: |
Journal of strategic marketing. - London : Routledge, ISSN 1466-4488, ZDB-ID 2020800-5. - Vol. 32.2024, 4, p. 516-535
|
Subject: | automated text analysis | customer satisfaction | LIWC | Service quality | UGC | willingness to recommend |
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