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E-complaint tracking and online problem-solving strategies in hospitality management

Sahin, Ilker; Gulmez, Mustafa; Kitapci, Olgun - In: Journal of Hospitality and Tourism Technology 8 (2017) 3, pp. 372-394

, and it is found out that the e-complaints mainly focus on “food and beverage services”, “room comfort” and “hotel staff …”. The hotel management mainly implemented problem-solving strategies such as “request for future patronage, a recovery plan … abusing expressions in review text, recommending different hotel alternatives, failing to recommend the hotel and expressing …

Persistent link: https://www.econbiz.de/10014874044

Are customer reviews just reviews? : hotel forecasting using sentiment analysis

Wu, Chenguang; Zhong, Shiteng; Wu, Ji - In: Tourism economics : the business and finance of tourism … 28 (2022) 3, pp. 795-816

Persistent link: https://www.econbiz.de/10013267961

Sentiment Analyse mit lokalen Grammatiken : wissensbasierter Ansatz zur Extraktion von Sentiments in Hotelbewertungen

Wolfgruber, Marlene - 2015

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Understanding satisfied and dissatisfied hotel customers : text mining of online hotel reviews

Berezina, Katerina; Bilgihan, Anil; Cobanoglu, Cihan; … - In: Journal of hospitality marketing & management 25 (2016) 1/2, pp. 1-24

Persistent link: https://www.econbiz.de/10011453950

Designing ranking systems for hotels on travel search engines by mining user-generated and crowdsourced content

Ghose, Anindya; Ipeirotis, Panagiotis G.; Li, Beibei - In: Marketing science : the marketing journal of the … 31 (2012) 3, pp. 493-520

Persistent link: https://www.econbiz.de/10009562944

Understanding service quality attributes that drive user ratings : a text mining approach

Gunasekar, Sangeetha; Kumar, Deepak S.; Purani, Keyoor; … - In: Journal of vacation marketing 27 (2021) 4, pp. 400-419

Persistent link: https://www.econbiz.de/10012624895

How user-generated judgments of hotel attributes indicate guest satisfaction

Gunasekar, Sangeetha; Sudhakar, Sooriya - In: Journal of global scholars of marketing science : … 29 (2019) 2, pp. 180-195

Persistent link: https://www.econbiz.de/10012257892

Examining the relevance of online customer textual reviews on hotels' product and service attributes

Xu, Xun - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 1, pp. 141-163

Persistent link: https://www.econbiz.de/10011997154

What consumer complaints should hoteliers prioritize? : analysis of online reviews under different market segments

Wu, Jie; Zhao, Narisa - In: Journal of hospitality marketing & management 32 (2023) 1, pp. 1-28

Persistent link: https://www.econbiz.de/10013545795

Performance improvement in budget hotels through consumer sentiment analysis using text mining

Mukherjee, Debarshi; Debnath, Ranjit; Chakraborty, Subhayan - In: Smart analytics, artificial intelligence and …, (pp. 67-85). 2023

Persistent link: https://www.econbiz.de/10014318060