Purpose To test the applicability of the user-generated content (UGC) derived from social travel network sites for online reputation management, the purpose of this study is to analyze the spatial clustering of the reputable hotels (based on the TripAdvisor Best-Value indicator) and reputable...

Purpose Online travel reviews platforms have become innovative information systems due to the incorporation of sophisticated gamification elements such as visually appealing badges. This study aims to analyze three features of the review after leveling up a badge: review length (number of...

Purpose The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique. Design/methodology/approach In this research, 12,396...

Purpose This paper aims to explore a hotel brand personality performance through electronic word-of-mouth. A complementary attribute is designed and tested in addition to the already existing five dimensions from the brand personality scale, denominated sustainability....

Purpose In terms of service hospitality, recent discussions of value-in-use from the perspective of service-dominant logic have focused on the customer’s determination of value and control of the value creation process. The purpose of this paper is to extend these discussions by exploring the...