Skovoroda, Rodion; Yang, Wei; Chen, Bowei; Buck, Trevor - In: Annals of tourism research empirical insights 6 (2025) 2, pp. 1-12
This study examines the dynamics of negative customer reviews in the hospitality industry. Drawing on a dataset of 80,521 negative hotel reviews from Booking.com, we identify eleven serially correlated aspects of customer experience where current customer complaints predict future ones. These...