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Repeat customers and satisfaction : uncovering new intricacies through restaurant reviews

Ji, Xiaoxian; Nicolau, Juan Luis; Law, Rob; Liu, Xianwei - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 7, pp. 1226-1237

Persistent link: https://www.econbiz.de/10015192455

A segmentation of online reviews by language groups : how English and non-English speakers rate hotels differently

Schuckert, Markus; Liu, Xianwei; Law, Rob - In: International journal of hospitality management 48 (2015), pp. 143-149

Persistent link: https://www.econbiz.de/10011341593

The influence of hotel price on perceived service quality and value in e-tourism : an empirical investigation based on online traveler reviews

Ye, Qiang; Li, Huiying; Wang, Zhisheng; Law, Rob - In: Journal of hospitality & tourism research : JHTR ; the … 38 (2014) 1, pp. 23-39

Persistent link: https://www.econbiz.de/10010252159

First step in social media : measuring the influence of online management responses on customer satisfaction

Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582

Persistent link: https://www.econbiz.de/10010364045

Power of apologetic responses in online travel community

Guo, Xiaoshu; Ye, Qiang; Law, Rob; Liang, Sai; Zhang, Yan - In: International journal of hospitality management 103 (2022), pp. 1-13

Persistent link: https://www.econbiz.de/10013209274

The Impact of Online Service Recovery on Customer Satisfaction : Empirical Evidences from Service Operations in China

Gu, Bin - 2010

Online service recovery tools such as managerial responses are increasingly used by service providers to address customer concerns in online WOM platforms. In this paper, we analyze the effectiveness of such online service recovery effort on customer satisfaction using data retrieved from a...

Persistent link: https://www.econbiz.de/10013146899

Analysing the effect of environmental factors on service performance

Sellers, Ricardo; Nicolau, Juan Luis - In: The service industries journal 31 (2011) 9/10, pp. 1471-1488

Persistent link: https://www.econbiz.de/10009232975

The quality of quality awards : diminishing information asymmetries in a hotel chain

Nicolau, Juan Luis; Sellers, Ricardo - In: Journal of business research : JBR 63 (2010) 8, pp. 832-839

Persistent link: https://www.econbiz.de/10009238391

Satisfaction measures with monetary and non-monetary components : hotel’s overall scores

Nicolau, Juan Luis; Mellinas, Juan Pedro; … - In: International journal of hospitality management 87 (2020), pp. 1-7

Persistent link: https://www.econbiz.de/10012241793

Asymmetric effects of extreme-moderate online reviews in the language-satisfaction relationship

Nicolau, Juan Luis; Carlos Villamarín, Pablo de; … - In: Tourism management : research, policies, practice 91 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013271638