Anagnostopoulou, Seraina C.; Buhalis, Dimitrios; … - In: International Journal of Contemporary Hospitality Management 32 (2020) 1, pp. 20-39
Purpose: The purpose of this study is to quantify the impact of online customer reputation on financial profitability. Design/methodology/approach: Online reputation is captured by extracting the most recurring textual themes associated with customer satisfaction and dissatisfaction, expressed...