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What do hotel customers complain about? : text analysis using structural topic model

Hu, Nan; Zhang, Ting; Gao, Baojun; Bose, Indranil - In: Tourism management : research, policies, practice 72 (2019), pp. 417-426

Persistent link: https://www.econbiz.de/10011996164

Online public response to a service failure incident : implications for crisis communications

Su, Lijuan; Stepchenkova, Svetlana; Kirilenko, Andrei - In: Tourism management : research, policies, practice 73 (2019), pp. 1-12

Persistent link: https://www.econbiz.de/10012004627

Text mining for the hotel industry

Lau, Kin-nam; Lee, Kam-hon; Ho, Ying - In: The Cornell School of hotel administration handbook of …, (pp. 66-84). 2010

Persistent link: https://www.econbiz.de/10008666493

Data mining for hotel occupancy rate : an independent component analysis approach

Wu, Edmond H. C.; Law, Rob; Jiang, Brianda - In: Journal of travel and tourism marketing 27 (2010) 4, pp. 426-438

Persistent link: https://www.econbiz.de/10003988841

Factors influencing organizational responses to guest complaints : cases of Hong Kong and Northern Cyprus

Ekiz, Erdogan H. - In: Journal of hospitality marketing & management 18 (2009) 6, pp. 539-573

Persistent link: https://www.econbiz.de/10003887182

An examination of customer loyalty and customer participation in the service recovery process in the Pakistani hotel industry : a pitch

Ashraf, Hafiz Ahmad; Manzoor, Nauman - In: Journal of accounting & management information systems … 16 (2017) 1, pp. 199-202

This pitch research letter (PRL) applies the pitch template developed by Faff (2015) to an academic project on customer loyalty and customer participation in the service recovery process in the hotel industry of Pakistan. The pitch template helped the pitchers to identify the core elements that...

Persistent link: https://www.econbiz.de/10011636581

Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty

Cheng Boon Liat; Shaheen Mansori; Gan, Ching Chuan; … - In: Journal of global marketing 30 (2017) 1, pp. 42-51

Persistent link: https://www.econbiz.de/10011779381

Discovering opinions from customers' unstructured textual reviews written in different natural languages

Žižka, Jan; Dařena, František - In: E-marketing in developed and developing countries : …, (pp. 137-159). 2013

Persistent link: https://www.econbiz.de/10009775768

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

Berezina, Katerina; Bilgihan, Anil; Cobanoglu, Cihan; … - In: Journal of hospitality marketing & management 25 (2016) 1/2, pp. 1-24

Persistent link: https://www.econbiz.de/10011453950

The antecedents of customer satisfaction and dissatisfaction toward various types of hotels : a text mining approach

Xu, Xun; Li, Yibai - In: International journal of hospitality management 55 (2016), pp. 57-69

Persistent link: https://www.econbiz.de/10011497929