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Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis

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Cited by:

  1. Weismayer, Christian & Gunter, Ulrich & Önder, Irem, 2021. "Temporal variability of emotions in social media posts," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
  2. Enrique Bigne & Carla Ruiz & Carmen Perez-Cabañero & Antonio Cuenca, 2023. "Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 281-314, March.
  3. Yipu Deng & Jinyang Zheng & Warut Khern-am-nuai & Karthik Kannan, 2022. "More than the Quantity: The Value of Editorial Reviews for a User-Generated Content Platform," Management Science, INFORMS, vol. 68(9), pages 6865-6888, September.
  4. En-Gir Kim & Se-Hak Chun, 2019. "Analyzing Online Car Reviews Using Text Mining," Sustainability, MDPI, vol. 11(6), pages 1-22, March.
  5. Giglio, Simona & Pantano, Eleonora & Bilotta, Eleonora & Melewar, T.C., 2020. "Branding luxury hotels: Evidence from the analysis of consumers’ “big” visual data on TripAdvisor," Journal of Business Research, Elsevier, vol. 119(C), pages 495-501.
  6. Jin Li & Yulan Zhang & Jianping Li & Jiangze Du, 2023. "The Role of Sentiment Tendency in Affecting Review Helpfulness for Durable Products: Nonlinearity and Complementarity," Information Systems Frontiers, Springer, vol. 25(4), pages 1459-1477, August.
  7. Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal & P. K. Kapur, 2021. "Analyzing the impact of review recency on helpfulness through econometric modeling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(1), pages 104-111, February.
  8. Mariani, Marcello M. & Borghi, Matteo & Laker, Benjamin, 2023. "Do submission devices influence online review ratings differently across different types of platforms? A big data analysis," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
  9. Mengqiang Pan & Nao Li & Xiankai Huang, 2022. "Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis," Information Technology & Tourism, Springer, vol. 24(2), pages 221-243, June.
  10. Luis J. Callarisa-Fiol & Miguel Ángel Moliner-Tena & Rosa Rodríguez-Artola & Javier Sánchez-García, 2023. "Entrepreneurship innovation using social robots in tourism: a social listening study," Review of Managerial Science, Springer, vol. 17(8), pages 2945-2971, November.
  11. Zajadacz Alina & Minkwitz Aleksandra, 2020. "Using Social Media Data to Plan for Tourism," Quaestiones Geographicae, Sciendo, vol. 39(3), pages 125-138, September.
  12. Kong, Juan & Lou, Chen, 2023. "Do cultural orientations moderate the effect of online review features on review helpfulness? A case study of online movie reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  13. Amal Almansour & Reem Alotaibi & Hajar Alharbi, 2022. "Text-rating review discrepancy (TRRD): an integrative review and implications for research," Future Business Journal, Springer, vol. 8(1), pages 1-15, December.
  14. Pashchenko, Yana & Rahman, Mst Farjana & Hossain, Md Shamim & Uddin, Md Kutub & Islam, Tarannum, 2022. "Emotional and the normative aspects of customers’ reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  15. Ullah, Irfan & Rukh, Gul & Zhou, Jin & Khan, Farman Ullah & Ahmed, Zeeshan, 2019. "Modeling customer satisfaction in online hotel booking," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 100-104.
  16. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
  17. Luo, Qiuju & Zhai, Xueting, 2017. "“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott," Tourism Management, Elsevier, vol. 62(C), pages 159-172.
  18. Barış-Tüzemen Özge & Tüzemen Samet & Çelik Ali Kemal, 2023. "Sentiment analysis of reviews on cappadocia: The land of beautiful horses in the eyes of tourists," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 13(2), pages 188-197, December.
  19. Singh, Yashdeep & Suri, Pradeep Kumar, 2022. "An empirical analysis of mobile learning app usage experience," Technology in Society, Elsevier, vol. 68(C).
  20. Doris Chenguang Wu & Shiteng Zhong & Richard T R Qiu & Ji Wu, 2022. "Are customer reviews just reviews? Hotel forecasting using sentiment analysis," Tourism Economics, , vol. 28(3), pages 795-816, May.
  21. Camelia Surugiu & Marius-Răzvan Surugiu & Cătălin Grădinaru, 2023. "Targeting Creativity Through Sentiment Analysis: A Survey on Bucharest City Tourism," SAGE Open, , vol. 13(2), pages 21582440231, April.
  22. Hossain, Md Shamim & Rahman, Mst Farjana, 2022. "Detection of potential customers’ empathy behavior towards customers' reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  23. Brzozowska-Woś Magdalena & Schivinski Bruno, 2019. "The Effect of Online Reviews on Consumer-Based Brand Equity: Case-Study of the Polish Restaurant Sector," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 27(3), pages 2-27, September.
  24. Lee Yen Chaw & Chun Meng Tang, 2019. "Online accommodation booking: what information matters the most to users?," Information Technology & Tourism, Springer, vol. 21(3), pages 369-390, September.
  25. Ray, Arghya & Bala, Pradip Kumar & Rana, Nripendra P., 2021. "Exploring the drivers of customers’ brand attitudes of online travel agency services: A text-mining based approach," Journal of Business Research, Elsevier, vol. 128(C), pages 391-404.
  26. Wu, Jia-Jhou & Chang, Sue-Ting, 2020. "Exploring customer sentiment regarding online retail services: A topic-based approach," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  27. Abhishek Tandon & Aakash Aakash & Anu G. Aggarwal & P. K. Kapur, 0. "Analyzing the impact of review recency on helpfulness through econometric modeling," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 0, pages 1-8.
  28. Shen-Tsu Wang, 2018. "An Analysis of the Optimal Customer Clusters Using Dynamic Multi-Objective Decision," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 547-582, March.
  29. Md Shamim Hossain & Mst Farjana Rahman, 2023. "Customer Sentiment Analysis and Prediction of Insurance Products’ Reviews Using Machine Learning Approaches," FIIB Business Review, , vol. 12(4), pages 386-402, December.
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