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

Katerina Berezina (College of Hospitality and Technology Leadership, University of South Florida, Sarasota-Manatee, Sarasota, Florida, USA), Anil Bilgihan (College of Business, Florida Atlantic University, Boca Raton, Florida, USA), Cihan Cobanoglu (College of Hospitality and Technology Leadership, University of South Florida, Sarasota-Manatee, Sarasota, Florida, USA), Fevzi Okumus (Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA)