Understanding customer complaints from negative online hotel reviews : a BERT-based deep learning approach
Wuhuan Xu, Zhong Yao, Yuanhong Ma, Zeyu Li
| Year of publication: |
2025
|
|---|---|
| Authors: | Xu, Wuhuan ; Yao, Zhong ; Ma, Yuanhong ; Li, Zeyu |
| Subject: | Customer complaints | Customer satisfaction | Deep learning | Negative review content analysis | Online hotel review | Beschwerdemanagement | Complaint management | Hotellerie | Hotel industry | Kundenzufriedenheit | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Social Web | Social web | Dienstleistungsqualität | Service quality | Online-Marketing | Internet marketing | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2024.104057 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015358868