Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Raksmey Sann, Pei-Chun Lai
| Year of publication: |
2020
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|---|---|
| Authors: | Sann, Raksmey ; Lai, Pei-Chun |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 91.2020, p. 1-13
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| Subject: | Cross-cultural settings | Aspect-based sentiment analysis | Homophily | Service failure | Natural Language Processing (NLP) | Hotellerie | Hotel industry | Dienstleistungsqualität | Service quality | Gastgewerbe | Hospitality industry | Kundenzufriedenheit | Customer satisfaction | Emotion | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2020.102678 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012389792