Lee, Minwoo; Lee, Seonjeong (Ally); Koh, Yoon - In: International Journal of Contemporary Hospitality Management 31 (2019) 11, pp. 4313-4337
Purpose: This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and business intelligence techniques. Design/methodology/approach: Online customer reviews for all New York...