Online review analytics for hotel quality at macro and micro levels

[1]  Hailin Qu,et al.  Guest-Defined Hotel Service Quality and Its Impacts on Guest Loyalty , 2016 .

[2]  David Schuff,et al.  What Makes a Helpful Review? A Study of Customer Reviews on Amazon.com , 2010 .

[3]  G. Dominici,et al.  The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano Model to Sicilian Hotels , 2013 .

[4]  Victor R. Prybutok,et al.  Latent Semantic Analysis: five methodological recommendations , 2012, Eur. J. Inf. Syst..

[5]  Jianqiang Wang,et al.  Hotel selection driven by online textual reviews: Applying a semantic partitioned sentiment dictionary and evidence theory , 2020 .

[6]  D. Štreimikienė,et al.  Impact of hotel service quality on the loyalty of customers , 2016 .

[7]  Zaid Alrawadieh,et al.  Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan , 2017 .

[8]  Panchapakesan Padma,et al.  Guest satisfaction & dissatisfaction in luxury hotels: An application of big data , 2020 .

[9]  Wu He,et al.  Application of social media analytics: a case of analyzing online hotel reviews , 2017, Online Inf. Rev..

[10]  Rob Law,et al.  Identifying emerging hotel preferences using Emerging Pattern Mining technique , 2015 .

[11]  Indranil Bose,et al.  What do hotel customers complain about? Text analysis using structural topic model , 2019, Tourism Management.

[12]  Mu-Chen Chen,et al.  Applying big data analytics to support Kansei engineering for hotel service development , 2019, Data Technol. Appl..

[13]  Markus Hartono,et al.  How the Kano model contributes to Kansei engineering in services , 2011, Ergonomics.

[14]  Thorsten Teichert,et al.  Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews , 2017 .

[15]  Xun Xu,et al.  Does traveler satisfaction differ in various travel group compositions?: Evidence from online reviews , 2018 .

[16]  B. Merrilees,et al.  Towards an understanding of total service quality in hotels , 2007 .

[17]  Linchi Kwok,et al.  Thematic framework of online review research: A systematic analysis of contemporary literature on seven major hospitality and tourism journals , 2017 .

[18]  Victor R. Prybutok,et al.  Causal Latent Semantic Analysis (cLSA): An Illustration , 2011 .

[19]  Alison Dean,et al.  Analysing service quality in the hospitality industry , 1999 .

[20]  Chia-Yuan Hsu,et al.  Classifying technological innovation attributes for hotels: an application of the Kano model , 2019, Future of Tourism Marketing.

[21]  Sang-Bing Tsai,et al.  Applying revised gap analysis model in measuring hotel service quality , 2016, SpringerPlus.

[22]  Z. Schwartz,et al.  What can big data and text analytics tell us about hotel guest experience and satisfaction , 2015 .

[23]  Hokey Min,et al.  Dynamic benchmarking of hotel service quality , 2002 .

[24]  N. Kano,et al.  Attractive Quality and Must-Be Quality , 1984 .

[25]  Hung-Che Wu,et al.  Assessment of Service Quality in the Hotel Industry , 2013 .

[26]  Heesup Han,et al.  Exploring competitive hotel selection attributes among guests: An importance-performance analysis , 2019, Journal of Travel & Tourism Marketing.

[27]  A. Akbaba MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY , 2006 .

[28]  Chao-Ton Su,et al.  An Evaluation of the Robustness of MTS for Imbalanced Data , 2007, IEEE Transactions on Knowledge and Data Engineering.

[29]  Jun Zhang,et al.  Online Comment-Based Hotel Quality Automatic Assessment Using Improved Fuzzy Comprehensive Evaluation and Fuzzy Cognitive Map , 2015, IEEE Transactions on Fuzzy Systems.

[30]  Xin Jin,et al.  What do Airbnb users care about? An analysis of online review comments , 2019, International Journal of Hospitality Management.

[31]  Peter Beomcheol Kim,et al.  Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV) , 2018 .

[32]  B. Pan,et al.  A retrospective view of electronic word-of-mouth in hospitality and tourism management , 2017 .

[33]  Philip S. Yu,et al.  Top 10 algorithms in data mining , 2007, Knowledge and Information Systems.

[34]  Yung-Tsan Jou,et al.  Using integrated quality assessment for hotel service quality , 2011 .

[35]  A. Vanacore,et al.  A probabilistic approach to measure hotel service quality , 2002 .

[36]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[37]  T. Landauer,et al.  Indexing by Latent Semantic Analysis , 1990 .

[38]  Yongtae Park,et al.  Applying LSA text mining technique in envisioning social impacts of emerging technologies: The case of drone technology , 2017 .

[39]  Juan Manuel Campos Benítez,et al.  Using fuzzy number for measuring quality of service in the hotel industry , 2007 .

[40]  A. Rozhkov,et al.  Listening to the voice of the customer in the hospitality industry: Kano model application , 2018, Worldwide Hospitality and Tourism Themes.

[41]  Xun Xu,et al.  The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach , 2016 .

[42]  Bonnie J. Knutson,et al.  Lodgserv: A Service Quality Index for the Lodging Industry , 1990 .

[43]  Kenneth N. Thompson,et al.  A Procedure for Scaling Perceptions of Lodging Quality , 1994 .