Are customer star ratings and sentiments aligned? : a deep learning study of the customer service experience in tourism destinations
Enrique Bigne, Carla Ruiz, Carmen Perez-Cabañero, Antonio Cuenca
| Year of publication: |
2023
|
|---|---|
| Authors: | Bigné Alcañiz, J. Enrique ; Ruiz Mafé, Carla ; Pérez-Cabañero, Carmen ; Cuenca, Antonio |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 17.2023, 1, p. 281-314
|
| Subject: | Artificial neural networks | Deep learning | Sentiment analysis | Star rating | Tourism destination | Neuronale Netze | Neural networks | Kundenzufriedenheit | Customer satisfaction | Künstliche Intelligenz | Artificial intelligence | Kundenservice | Customer service | Emotion | Destinationsmanagement | Destination management | Beziehungsmarketing | Relationship marketing | Tourismuswirtschaft | Tourism industry | Tourismusregion | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-023-00524-0 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014282967