Identification of Influential Factors and Improvement of Hotel Online User-Generated Scores: A Prescriptive Analytics Approach

References

• Aggarwal, S., & Gour, A. (2020). Peeking inside the minds of tourists using a novel web analytics approach. Journal of Hospitality and Tourism Management, 45, 580–591. doi:10.1016/j.jhtm.2020.10.009
   Web of Science ®Google Scholar
• Albayrak, T., & Caber, M. (2015). Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques. Tourism Management, 46(C), 43–50. doi:10.1016/j.tourman.2014.06.009
   Google Scholar
• Ali, F., Amin, M., & Cobanoglu, C. (2016). An integrated model of service experience, emotions, satisfaction, and price acceptance: An empirical analysis in the Chinese hospitality industry. Journal of Hospitality Marketing & Management, 25(4), 449–475. doi:10.1080/19368623.2015.1019172
   Web of Science ®Google Scholar
• Amado, A., Cortez, P., Rita, P., & Moro, S. (2018). Research trends on big data in marketing: A text mining and topic modeling based literature analysis. European Research on Management and Business Economics, 24(1), 1–7. doi:10.1016/j.iedeen.2017.06.002
   Web of Science ®Google Scholar
• Ananth, M., DeMicco, F., Moreo, P., & Howey, R. (1992). Marketplace lodging needs of mature travelers. Cornell Hospitality Quarterly, 33(4), 12–24. doi:10.1177/001088049203300403
   Google Scholar
• Anderson, C. K. (2012). The impact of social media on lodging performance.
   Google Scholar
• Anderson, S. W., Baggett, L. S., & Widener, S. K. (2009). The impact of service operations failures on customer satisfaction: Evidence on how failures and their source affect what matters to customers. Manufacturing & Service Operations Management, 11 (1), 52–69. Managerial Marketing. 10.1287/msom.1070.0193
   Web of Science ®Google Scholar
• Araque, Ó., Corcuera-Platas, I., Sánchez-Rada, J. F., & Iglesias, C. A. (2017). Enhancing deep learning sentiment analysis with ensemble techniques in social applications. Expert Systems with Application, 77, 236–246. doi:10.1016/j.eswa.2017.02.002
   Web of Science ®Google Scholar
• Assaf, A. G., & Magnini, V. P. (2012). Accounting for customer satisfaction in measuring hotel efficiency: Evidence from the us hotel industry. International Journal of Hospitality Management, 31(3), 642–647. doi:10.1016/j.ijhm.2011.08.008
   Web of Science ®Google Scholar
• Au, N., Buhalis, D., & Law, R. (2009). Complaints on the online environment — the case of hong kong hotels. Information and Communication Technologies in Tourism 2009, 73–85 doi:10.1007/978-3-211-93971-0_7
   Google Scholar
• Babakus, E., & Mangold, W. G. (1992). Adapting the servqual scale to hospital services: an empirical investigation. Health services research, 26(6), 767 https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1069855/
   PubMed Web of Science ®Google Scholar
• Baka, V. (2016). The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector. Tourism Management, 53, 148–162. doi:10.1016/j.tourman.2015.09.004
   Web of Science ®Google Scholar
• Banerjee, S., Bhattacharyya, S., & Bose, I. (2017). Whose online reviews to trust? understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96, 17–26. doi:10.1016/j.dss.2017.01.006
   Web of Science ®Google Scholar
• Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1–24. doi:10.1080/19368623.2015.983631
   Web of Science ®Google Scholar
• Berger, C. R., & Calabrese, R. (1975). Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication. Human Communication Research, 1(2), 99–112. doi:10.1111/j.1468-2958.1975.tb00258.x
   Google Scholar
• Bharwani, S., & Jauhari, V. An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. (2013). In International Journal of Contemporary Hospitality Management, 25: . doi:10.1108/IJCHM-05-2012-0065
   Web of Science ®Google Scholar
• Boehmke, B, & Greenwell, B. (2019). Hands-On Machine Learning with R (1st ed.,pp. 488). New York: Chapman and Hall/CRC. doi:10.1201/9780367816377
   Google Scholar
• Bonn, M., Joseph-Mathews, S., Dai, M., Hayes, S., & Cave, J. (2007). Heritage/cultural attraction atmospherics: Creating the right environment for the heritage/cultural visitor. Journal of Travel Research - J TRAVEL RES, 45(3), 345–354. doi:10.1177/0047287506295947
   Google Scholar
• Boo, S., & Busser, J. A. (2018). Tourists’ hotel event experience and satisfaction: an integrative approach. Journal of Travel & Tourism Marketing, 35(7), 895–908. doi:10.1080/10548408.2018.1445066
   Web of Science ®Google Scholar
• Brazytė, K., Weber, F., & Schaffner, D. (2016). Sustainability management of hotels: How do customers respond in online reviews? Journal of Quality Assurance in Hospitality & Tourism, 18, 1–26. doi:10.1080/1528008X.2016.1230033
   Web of Science ®Google Scholar
• Brownlee, J. (2020). How to calculate feature importance with python. https://machinelearningmastery.com/calculate-feature-importance-with-python/
   Google Scholar
• Brownlee, J., Gomes, C. J., Trujillo, J., Borg, J., Brownlee, J., Putnam, C. W., & Martinez, J. D. (2016). A gentle introduction to the gradient boosting algorithm for machine learning. Biochimica et biophysica acta, 1861(7), 663–670. doi:10.1016/j.bbalip.2016.04.006
   PubMedGoogle Scholar
• Büschken, J., & Allenby, G. M. (2016). Sentence-Based Text Analysis for Customer Reviews. Marketing Science, 35(6), 953–975. doi:10.1287/mksc.2016.0993
   Web of Science ®Google Scholar
• Canito, J., Ramos, P., Moro, S., & Rita, P. (2018). Unfolding the relations between companies and technologies under the big data umbrella. Computers in Industry, 99, 1–8. doi:10.1016/j.compind.2018.03.018
   Web of Science ®Google Scholar
• Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on ewom and hotels. International Journal of Hospitality Management, 36, 41–51. doi:10.1016/j.ijhm.2013.08.007
   Web of Science ®Google Scholar
• Casaló, L. V., Flavián, C., Guinalíu, M., & Ekinci, Y. (2015). Do online hotel rating schemes influence booking behaviors? International Journal of Hospitality Management, 49, 28–36. doi:10.1016/j.ijhm.2015.05.005
   Web of Science ®Google Scholar
• Chatterjee, S. (2019). Drivers of helpfulness of online hotel reviews: A sentiment and emotion mining approach. International Journal of Hospitality Management, 85, 102356. doi:10.1016/j.ijhm.2019.102356
   Web of Science ®Google Scholar
• Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. doi:10.1509/jmkr.43.3.345
   Web of Science ®Google Scholar
• Chittiprolu, V., Bellamkonda, R., & Bellamkonda, R. S. (2021). Heritage hotels and customer experience: a text mining analysis of online reviews. International Journal of Culture, Tourism and Hospitality Research, 15(2), 131–156. doi:10.1108/IJCTHR-02-2020-0050
   Web of Science ®Google Scholar
• Chua, B.-L., Lee, S., Goh, B. K., & Han, H. (2015). Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity. International Journal of Hospitality Management, 44, 131–145. doi:10.1016/j.ijhm.2014.10.012
   Web of Science ®Google Scholar
• Connelly, B. L., Certo, S. T., Ireland, R. D., & Reutzel, C. R. (2011). Signaling theory: A review and assessment. Journal of Management, 37(1), 39–67. doi:10.1177/0149206310388419
   Web of Science ®Google Scholar
• Devesa, Laguna, M., & Palacios, A. (2010). The role of motivation in visitor satisfaction: Empirical evidence in rural tourism. Tourism Management, 31(4), 547–552. doi:10.1016/j.tourman.2009.06.006
   Web of Science ®Google Scholar
• Dortyol, I. T., Varinli, I., & Kitapci, O. (2014). How do international tourists perceive hotel quality? an exploratory study of service quality in antalya tourism region. International Journal of Contemporary Hospitality Management. doi:10.1108/IJCHM-11-2012-0211
   Web of Science ®Google Scholar
• Duverger, P. (2013). Curvilinear effects of user-generated content on hotels’ market share: A dynamic panel-data analysis. Journal of Travel Research, 52(4), 465–478. doi:10.1177/0047287513478498
   Web of Science ®Google Scholar
• Ekiz, E. H., & Au, N. (2011). Comparing Chinese and American attitudes towards complaining. International Journal of Contemporary Hospitality Management, 23(3), 327–343. doi:10.1108/09596111111122514
   Web of Science ®Google Scholar
• Ekiz, E., Khoo-Lattimore, C., & Memarzadeh, F. (2012). Air the anger: investigating online complaints on luxury hotels. Journal of Hospitality and Tourism Technology, 3(2), 96–106. doi:10.1108/17579881211248817
   Google Scholar
• Filieri, R. (2016). What makes an online consumer review trustworthy? Annals of Tourism Research, 58, 46–64. doi:10.1016/j.annals.2015.12.019
   Web of Science ®Google Scholar
• Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21. doi:10.1177/002224299205600103
   Web of Science ®Google Scholar
• Fuchs, G., & Reichel, A. (2011). An exploratory inquiry into destination risk perceptions and risk reduction strategies of first time vs. repeat visitors to a highly volatile destination. Tourism Management, 32(2), 266–276. doi:10.1016/j.tourman.2010.01.012
   Web of Science ®Google Scholar
• Ganguli, S., Roy, S. K., & McKecnie, S. (2011). Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International journal of bank marketing, 29(2), 168–189. doi:10.1108/02652321111107648
   Google Scholar
• Gao, B., Li, X., Liu, S., & Fang, D. (2018). How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience. Tourism Management, 65(C), 176–186. doi:10.1016/j.tourman.2017.10.007
   Google Scholar
• Gavilan, D., Avello, M., & Martinez-Navarro, G. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53–61. doi:10.1016/j.tourman.2017.10.018
   Web of Science ®Google Scholar
• Geetha, M., Singha, P., & Sinha, S. (2017). Relationship between customer sentiment and online customer ratings for hotels - an empirical analysis. Tourism Management, 61, 43–54. doi:10.1016/j.tourman.2016.12.022
   Web of Science ®Google Scholar
• Grimes, M. (2012). Global consumers’ trust in ’earned’ advertising grows in importance. https://trademagazin.hu/en/nielsen-reklamra-498-milliard-usa-dollart-koltottek-tavaly-a-vilagon-7-szazalekkal-tobbet-mint-egy-evvel-korabban/
   Google Scholar
• Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), 10. https://www.proquest.com/openview/a4947917a28900d240398317bd492ac9/1?pq-origsite=gscholar&cbl=36534
   Google Scholar
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. doi:10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Grönroos, C. (1990). Service management and marketing : managing the moments of truth in service competition: Vol. 27. Issues in organization and management series. Lexington Books. https://lib.ugent.be/catalog/rug01:000225330
   Google Scholar
• Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation. Tourism Management, 59, 467–483. doi:10.1016/j.tourman.2016.09.009
   Web of Science ®Google Scholar
• Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels—preferences and satisfaction. International Journal of Hospitality Management, 27(3), 337–345. doi:10.1016/j.ijhm.2007.10.005
   Web of Science ®Google Scholar
• Gu, B., & Ye, Q. (2014). First step in social media: Measuring the influence of online management responses on customer satisfaction. Production and Operations Management, 23(4), 570–582. doi:10.1111/poms.12043
   Web of Science ®Google Scholar
• Hagerty, J. (2016). Planning guide for data and analytics. https://www.cartagena99.com/recursos/alumnos/apuntes/2017_planning_guide_for_data_analytics.pdf
   Google Scholar
• Han, J., Pei, J., & Kamber, M. (2012). The Morgan Kaufmann Series in Data Management Systems. Elsevier Science. The Morgan Kaufmann Series in Data Management Systems. Elsevier Science . doi:10.1016/C2009-0-61819-5
   Google Scholar
• Haywood-Farmer, J. (1988). A conceptual model of service quality. International Journal of Operations & Production Management, 8(6), 19–29. doi:10.1108/eb054839
   Google Scholar
• He, W., Tian, X., Tao, R., Zhang, W., Yan, G., & Akula, V. (2017). Application of social media analytics: a case of analyzing online hotel reviews. Online information review, 41(7), 921–935. doi:10.1108/OIR-07-2016-0201
   Web of Science ®Google Scholar
• Hobday, R. (2019). The open-air factor and infection control. The Journal of hospital infection, 103(1), e23–e24. doi:10.1016/j.jhin.2019.04.003
   PubMed Web of Science ®Google Scholar
• Huber, F., Herrmann, A., & Wricke, M. (2001). Customer satisfaction as an antecedent of price acceptance: results of an empirical study. Journal of Product & Brand Management, 10(3), 160–169. doi:10.1108/10610420110395403
   Google Scholar
• Hudson, S., & Thal, K. I. (2013). The impact of social media on the consumer decision process: Implications for tourism marketing. Journal of Travel & Tourism Marketing, 30(1–2), 156–160. doi:10.1080/10548408.2013.751276
   Web of Science ®Google Scholar
• Hyndman, R. J., & Koehler, A. B. (2006). Another look at measures of forecast accuracy. International Journal of Forecasting, 22(4), 679–688. doi:10.1016/j.ijforecast.2006.03.001
   Web of Science ®Google Scholar
• Jang, S., Liu, T., Ji Hye, K., & Yang, H. (2018). Understanding important hotel attributes from the consumer perspective over time. Australasian Marketing Journal (AMJ), 26. doi:10.1016/j.ausmj.2018.02.001
   Web of Science ®Google Scholar
• Jeong, M., & Jeon, M. M. (2008). Customer reviews of hotel experiences through consumer generated media (cgm). Journal of Hospitality & Leisure Marketing, 17(1–2), 121–138. doi:10.1080/10507050801978265
   Google Scholar
• Ji, P., Yu Zhang, H., & Qiang Wang, J. (2019). A fuzzy decision support model with sentiment analysis for items comparison in e-commerce: The case study of https://pconline.com. IEEE Transactions on Systems, Man, and Cybernetics: Systems, 49(10), 1993–2004. doi:10.1109/TSMC.2018.2875163
   Web of Science ®Google Scholar
• Kim, K., Joung Park, O., Yun, S., & Yun, H. (2017). What makes tourists feel negatively about tourism destinations? application of hybrid text mining methodology to smart destination management. Technological Forecasting and Social Change, 123, 362–369. doi:10.1016/j.techfore.2017.01.001
   Web of Science ®Google Scholar
• Kim, W. G., Lim, H., & Brymer, R. A. (2015). The effectiveness of managing social media on hotel performance. International Journal of Hospitality Management, 44, 165–171. doi:10.1016/j.ijhm.2014.10.014
   Web of Science ®Google Scholar
• Kim, H., & Stepchenkova, S. (2015). Effect of tourist photographs on attitudes towards destination: Manifest and latent content. Tourism Management, 49(C), 29–41. doi:10.1016/j.tourman.2015.02.004
   Google Scholar
• Kirilenko, A. P., Stepchenkova, S. O., Kim, H., & Li, X. R. (2018). Automated sentiment analysis in tourism: Comparison of approaches. Journal of Travel Research, 57(8), 1012–1025. doi:10.1177/0047287517729757
   Web of Science ®Google Scholar
• Klein, B., & Leffler, K. B. (1981). The role of market forces in assuring contractual performance. Journal of Political Economy, 89(4), 615–641. doi:10.1086/260996
   Web of Science ®Google Scholar
• Konstantinov, A. V., & Utkin, L. V. (2021). Interpretable machine learning with an ensemble of gradient boosting machines. Knowledge-Based Systems, 222, 106993. doi:10.1016/j.knosys.2021.106993
   Web of Science ®Google Scholar
• Kunz, W. H., Aksoy, L., Bart, Y., Heinonen, K., Kabadayi, S., Ordenes, F. V., Sigala, M., Diaz, D., & Theodoulidis, B. (2016). Customer engagement in a big data world. Northeastern University D’Amore-McKim School of Business Research Paper Series.
   Google Scholar
• Ladhari, R., & Michaud, M. (2015). ewom effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36–45. doi:10.1016/j.ijhm.2015.01.010
   Web of Science ®Google Scholar
• Lai, I. K., Hitchcock, M., Yang, T., & Lu, T.-W. (2018). Literature review on service quality in hospitality and tourism (1984-2014): Future directions and trends. International Journal of Contemporary Hospitality Management. doi:10.1108/IJCHM-08-2016-0408
   Web of Science ®Google Scholar
• Lee, P.-J., Hu, Y.-H., & Lu, K.-T. (2018). Assessing the helpfulness of online hotel reviews: A classification-based approach. Telematics Informatics, 35, 436–445. doi:10.1016/j.tele.2018.01.001
   Web of Science ®Google Scholar
• Lee, H. M., & Lee, H. P. (2020). Noise masking in high population country using sound of water fountain. Applied Acoustics, 162, 107206. doi:10.1016/j.apacoust.2020.107206
   Web of Science ®Google Scholar
• Lee, J., Lee, H., & Chung, N. (2020). The impact of customers’ prior online experience on future hotel usage behavior. International Journal of Hospitality Management, 91, 102669. doi:10.1016/j.ijhm.2020.102669
   Web of Science ®Google Scholar
• Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287–303. doi:10.1080/02642069100000047
   Google Scholar
• Lepenioti, K., Bousdekis, A., Apostolou, D., & Mentzas, G. (2020). Prescriptive analytics: Literature review and research challenges. International Journal of Information Management, 50, 57–70. doi:10.1016/j.ijinfomgt.2019.04.003
   Web of Science ®Google Scholar
• Leung, D., Law, R., Van Hoof, H., & Buhalis, D. (2013). Social media in tourism and hospitality: A literature review. Journal of travel & tourism marketing, 30(1–2), 3–22. doi:10.1080/10548408.2013.750919
   Web of Science ®Google Scholar
• Liat, C. B., Mansori, S., Chuan, G. C., & Imrie, B. C. (2017). Hotel service recovery and service quality: Influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty. Journal of Global Marketing, 30(1), 42–51. doi:10.1080/08911762.2016.1262932
   Google Scholar
• Li, C., Cui, G., & Peng, L. (2017). The signaling effect of management response in engaging customers: A study of the hotel industry. Tourism Management, 62(C), 42–53. doi:10.1016/j.tourman.2017.03.009
   Google Scholar
• Lima, A. C. E. S., de Castro, L. N., & Corchado, J. M. (2015). A polarity analysis framework for twitter messages. abbreviation of Computers and Mathematics, 270, 756–767. doi:10.1016/j.amc.2015.08.059
   Web of Science ®Google Scholar
• Lin, P. M. C., Tung, V. W. S., Zhang, H. Q., & Gu, Q. (2018). Tourist experience on memorable hospitality services. Journal of China Tourism Research, 14(2), 123–145. doi:10.1080/19388160.2018.1455613
   Web of Science ®Google Scholar
• Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. doi:10.1016/j.tourman.2007.05.011
   Web of Science ®Google Scholar
• Liu, L., & Dukes, A. (2015). Consumer Search with Limited Product Evaluation. In Microeconomics: Decision-Making under Risk and Uncertainty eJournal. doi:10.1111/jems.12131
   Google Scholar
• Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel industry: An application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7), 784–802. doi:10.1080/10941665.2012.708351
   Web of Science ®Google Scholar
• Mao, Z., Yang, Y., & Wang, M. (2018). Sleepless nights in hotels? understanding factors that influence hotel sleep quality. International Journal of Hospitality Management, 74, 189–201. doi:10.1016/j.ijhm.2018.05.002
   Web of Science ®Google Scholar
• Mattila, A. (2001). Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant Administration Quarterly, 42(6), 73–79. doi:10.1016/S0010-8804(01)81012-0
   Google Scholar
• Mauri, A. G., & Minazzi, R. (2013). Web reviews influence on expectations and purchasing intentions of hotel potential customers. International journal of hospitality management, 34, 99–107. doi:10.1016/j.ijhm.2013.02.012
   Web of Science ®Google Scholar
• McAfee, A., & Brynjolfsson, E. (2012). Big data: the management revolution. Harvard business review, 90 (10), 60–68. Harvard business review.https://hbr.org/2012/10/big-data-the-management-revolution
   PubMed Web of Science ®Google Scholar
• Merlo, E., De, I., & Joao, I. (2011). Consumers attribute analysis of economic hotels: An exploratory study. African journal of business management, 5. doi:10.5897/AJBM10.250
   Google Scholar
• Miguéis, V., & Nóvoa, H. (2016). Using user-generated content to explore hotel service quality dimensions. 155–169. doi:10.1007/978-3-319-32689-4_12
   Google Scholar
• Moro, S., Rita, P., Oliveira, C., Batista, F., & Ribeiro, R. (2018). Leveraging national tourist offices through data analytics. International Journal of Culture, Tourism and Hospitality Research, 12(4), 420–426. doi:10.1108/IJCTHR-04-2018-0051
   Web of Science ®Google Scholar
• Nicolau, J., Mellinas, J., & Martin-Fuentes, E. (2020). Satisfaction measures with monetary and non-monetary components: Hotel’s overall scores. International Journal of Hospitality Management, 87, 102497. doi:10.1016/j.ijhm.2020.102497
   Web of Science ®Google Scholar
• Nie, R.-X., Tian, Z.-P., Wang, J., & Chin, K. (2020). Hotel selection driven by online textual reviews: Applying a semantic partitioned sentiment dictionary and evidence theory. International Journal of Hospitality Management, 88, 102495. doi:10.1016/j.ijhm.2020.102495
   Web of Science ®Google Scholar
• Nieto-García, M., Muñoz-Gallego, P., & González-Benito, Ó. (2017). Tourists’ willingness to pay for an accommodation: the effect of ewom and internal reference price. International Journal of Hospitality Management, 62, 67–77. doi:10.1016/j.ijhm.2016.12.006
   Web of Science ®Google Scholar
• Nieto-García, M., Resce, G., Ishizaka, A., Occhiocupo, N., & Viglia, G. (2019). The dimensions of hotel customer ratings that boost revpar. International Journal of Hospitality Management, 77, 583–592. doi:10.1016/j.ijhm.2018.09.002
   Web of Science ®Google Scholar
• Öğüt, H., & Taş, B. K. O. (2012). The influence of internet customer reviews on the online sales and prices in hotel industry. The Service Industries Journal, 32(2), 197–214. doi:10.1080/02642069.2010.529436
   Web of Science ®Google Scholar
• Olbrich, R., & Holsing, C. (2011). Modeling consumer purchasing behavior in social shopping communities with clickstream data. International Journal of Electronic Commerce, 16(2), 15–40. doi:10.2753/JEC1086-4415160202
   Web of Science ®Google Scholar
• Padma, P., & Ahn, J. (2020). Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318. doi:10.1016/j.ijhm.2019.102318
   Web of Science ®Google Scholar
• Pallesen, S., Larsen, S., & Bjorvatn, B. (2016). “i wish I’d slept better in that hotel” – guests’ self-reported sleep patterns in hotels. Scandinavian Journal of Hospitality and Tourism, 16(3), 243–253. doi:10.1080/15022250.2015.1074938
   Web of Science ®Google Scholar
• Pantouvakis, A. (2012). Internal marketing and the moderating role of employees: An exploratory study. Total Quality Management & Business Excellence, 23(2), 177–195. doi:10.1080/14783363.2012.647846
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi:10.1177/002224298504900403
   Web of Science ®Google Scholar
• Pedregosa, F., Varoquaux, G., Gramfort, A., Michel, V., Thirion, B., Grisel, O., Blondel, M., Prettenhofer, P., Weiss, R., Dubourg, V., Vanderplas, J., Passos, A., Cournapeau, D., Brucher, M., Perrot, M., & Duchesnay, E. (2011). Scikit-learn: Machine learning in Python. Journal of Machine Learning Research, 12, 2825–2830. https://scikit-learn.org/stable/
   Web of Science ®Google Scholar
• Pedregosa, F., Varoquaux, G., Gramfort, A., Michel, V., Thirion, B., Grisel, O., Blondel, M., Prettenhofer, P., Weiss, R., Dubourg, V., Vanderplas, J., Passos, A., Cournapeau, D., Brucher, M., Perrot, M., & Duchesnay, E. (2020). Feature extraction. https://scikit-learn.org/stable/modules/feature_extraction.html.
   Google Scholar
• Pelsmacker, P., van Tilburg, Holthof, C., & van Tilburg, S. (2018). Digital marketing strategies, online reviews and hotel performance. INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 72, 47–55. doi:10.1016/j.ijhm.2018.01.003
   Web of Science ®Google Scholar
• Phillips, P. A., Barnes, S. J., Zigan, K., & Schegg, R. (2017). Understanding the impact of online reviews on hotel performance. Journal of Travel Research, 56(2), 235–249. doi:10.1177/0047287516636481
   Web of Science ®Google Scholar
• Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International journal of contemporary hospitality management, 28(1), 2–35. doi:10.1108/IJCHM-04-2015-0167
   Web of Science ®Google Scholar
• Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management, 25(1), 49–64. doi:10.1108/09596111311290219
   Web of Science ®Google Scholar
• Qi, M., Li, X., Zhu, E., & Yuchen, S. (2016). Evaluation of perceived indoor environmental quality of five-star hotels in china: An application of online review analysis. Building and Environment, 111 . doi:10.1016/j.buildenv.2016.09.027
   Web of Science ®Google Scholar
• Qu, H., Ryan, B., & Chu, R. (2000). The Importance of Hotel Attributes in Contributing to Travelers‘ Satisfaction in the Hong Kong Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism, 1(3), 65–83. doi:10.1300/J162v01n03_04
   Google Scholar
• Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism Management, 51, 13–21. doi:10.1016/j.tourman.2015.04.002
   Web of Science ®Google Scholar
• Radojevic, T., Stanisic, N., Stanic, N., & Šarac, M. (2014). Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of europe. doi:10.15308/sinteza-2014-788-795
   Google Scholar
• Ren, L., Qiu, H., Wang, P., & Pearl, M. C. L. (2016). Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52, 13–23. doi:10.1016/j.ijhm.2015.09.009
   Web of Science ®Google Scholar
• Ren, L., Zhang, H., & Ye, B. (2015). Understanding customer satisfaction with budget hotels through online comments: Evidence from home inns in china. Journal of Quality Assurance in Hospitality & Tourism, 16(1), 45–62. doi:10.1080/1528008X.2015.966299
   Web of Science ®Google Scholar
• Richard, M. D., & Allaway, A. W. (1993). Service quality attributes and choice behaviour. Journal of Services Marketing, 7(1), 59–68. doi:10.1108/08876049310026105
   Google Scholar
• Robbins, R., Grandner, M. A., Knowlden, A. P., & Severt, K. (2020). Examining key hotel attributes for guest sleep and overall satisfaction. Tourism and Hospitality Research, 21(2), 144–155. doi:10.1177/1467358420961544
   PubMed Web of Science ®Google Scholar
• Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310–329. doi:10.1177/1096348009350624
   Web of Science ®Google Scholar
• Sayfuddin, A., & Chen, Y. (2021). The signaling and reputational effects of customer ratings on hotel revenues: Evidence from tripadvisor. International Journal of Hospitality Management, 99, 103065. doi:10.1016/j.ijhm.2021.103065
   Web of Science ®Google Scholar
• Schröer, C., Kruse, F., & Gómez, J. M. (2021). A systematic literature review on applying crisp-dm process model. Procedia Computer Science, 181, 526–534. doi:10.1016/j.procs.2021.01.199
   Google Scholar
• Schuckert, M., Liu, X., & Law, R. (2016). Insights into suspicious online ratings: Direct evidence from tripadvisor. Asia Pacific Journal of Tourism Research, 21(3), 259–272. doi:10.1080/10941665.2015.1029954
   Web of Science ®Google Scholar
• Shapiro, C. (1983). Premiums for high quality products as returns to reputations. The Quarterly Journal of Economics, 98(4), 659–679. doi:10.2307/1881782
   Web of Science ®Google Scholar
• Sharda, R. (2018). Business Intelligence, Analytics, and Data Science: A Managerial Perspective (4 ed.). Pearson.
   Google Scholar
• Shin, S. I., Lee, K. Y., & Yang, S.-B. (2017). How do uncertainty reduction strategies influence social networking site fan page visiting? examining the role of uncertainty reduction strategies, loyalty and satisfaction in continuous visiting behavior. Telematics Informatics, 34(5), 449–462. doi:10.1016/j.tele.2016.09.005
   Web of Science ®Google Scholar
• Sigala, M., Rahimi, R., & Thelwall, M. (2019). Big Data and Innovation in Tourism, Travel, and Hospitality: Managerial Approaches, Techniques, and Applications. Springer.
   Google Scholar
• Sim, J., Mak, B. L., & Jones, D. L. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality & Tourism, 7(3), 1–23. doi:10.1300/J162v07n03_01
   Google Scholar
• Sohrabi, B., Raeesi Vanani, I., & Baranizade, M. (2017). Topic modeling and classification of cyberspace papers using text mining. Cyberspace Studies, 2, 103–125. doi:10.22059/jcss.2017.239847.1009
   Google Scholar
• Soifer, I., Choi, E.-K., & Lee, E. (2020). Do hotel attributes and amenities affect online user ratings differently across hotel star ratings? Journal of Quality Assurance in Hospitality & Tourism, 22, 1–22 . doi:10.1080/1528008X.2020.1814935
   Web of Science ®Google Scholar
• Song, C., Wang, X., Cheng, P., Wang, J., & Li, L. (2020). Sacpc: A framework based on probabilistic linguistic terms for short text sentiment analysis. Knowledge-Based Systems, 194, 105572. doi:10.1016/j.knosys.2020.105572
   Web of Science ®Google Scholar
• Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323. doi:10.1016/j.tourman.2010.12.011
   Web of Science ®Google Scholar
• Sparks, B., So, K. K. F., & Bradley, G. (2016). Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74–85. doi:10.1016/j.tourman.2015.09.011
   Web of Science ®Google Scholar
• Stringam, B. B., Jr., & Gerdes, J. (2012). An investigation of the traveler rating lexicon across hotel segments. Journal of Quality Assurance in Hospitality & Tourism, 13(3), 187–211. doi:10.1080/1528008X.2012.692281
   Google Scholar
• Sun, K.-A., & Kim, D.-Y. (2013). Does customer satisfaction increase firm performance? an application of American customer satisfaction index (acsi). International Journal of Hospitality Management, 35, 68–77. doi:10.1016/j.ijhm.2013.05.008
   Web of Science ®Google Scholar
• Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management. doi:10.1108/IJCHM-Dec-2011-0228
   Web of Science ®Google Scholar
• Torres, E. N., Singh, D., & Robertson-Ring, A. (2015). Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry. International Journal of Hospitality Management, 50, 77–83. doi:10.1016/j.ijhm.2015.07.012
   Web of Science ®Google Scholar
• Vermeulen, I., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123–127. doi:10.1016/j.tourman.2008.04.008
   Web of Science ®Google Scholar
• Viglia, G., Minazzi, R., & Buhalis, D. (2016). The influence of e-word-of-mouth on hotel occupancy rate. International Journal of Contemporary Hospitality Management, 28(9), 2035–2051. doi:10.1108/IJCHM-05-2015-0238
   Web of Science ®Google Scholar
• Vo, N. T., Hung, V. V., Tuckova, Z., Pham, N. T., & Nguyen, L. H. L. (2022). Guest online review: An extraordinary focus on hotel users’ satisfaction, engagement, and loyalty. Journal of Quality Assurance in Hospitality & Tourism, 23(4), 913–944. doi:10.1080/1528008X.2021.1920550
   Web of Science ®Google Scholar
• Wang, L., Kang Wang, X., Juan Peng, J., & Qiang Wang, J. (2020). The differences in hotel selection among various types of travellers: A comparative analysis with a useful bounded rationality behavioural decision support model. Tourism Management, 76, 103961. doi:10.1016/j.tourman.2019.103961
   Web of Science ®Google Scholar
• Westbrook, R., & Oliver, R. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91. doi:10.1086/209243
   Web of Science ®Google Scholar
• Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017). A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. Tourism Management, 58, 51–65. doi:10.1016/j.tourman.2016.10.001
   Web of Science ®Google Scholar
• Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M. (2015). What can big data and text analytics tell us about hotel guest experience and satisfaction? International Journal of Hospitality Management, 44, 120–130. doi:10.1016/j.ijhm.2014.10.013
   Web of Science ®Google Scholar
• Xie, K. L., Zhang, Z., & Zhang, Z. (2014). The business value of online consumer reviews and management response to hotel performance. International Journal of Hospitality Management, 43, 1–12. doi:10.1016/j.ijhm.2014.07.007
   Web of Science ®Google Scholar
• Xu, X., & Gursoy, D. (2015). Influence of sustainable hospitality supply chain management on customers’ attitudes and behaviors. International Journal of Hospitality Management, 49, 105–116. doi:10.1016/j.ijhm.2015.06.003
   Web of Science ®Google Scholar
• Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–69. doi:10.1016/j.ijhm.2016.03.003
   Web of Science ®Google Scholar
• Xu, X., Wang, X., Li, Y., & Haghighi, M. (2017). Business intelligence in online customer textual reviews: Understanding consumer perceptions and influential factors. The International Journal of Information Management, 37(6), 673–683. doi:10.1016/j.ijinfomgt.2017.06.004
   Web of Science ®Google Scholar
• Yang, Y., & Mao, Z. E. (2019). Welcome to my home! an empirical analysis of airbnb supply in us cities. Journal of Travel Research, 58(8), 1274–1287. doi:10.1177/0047287518815984
   Web of Science ®Google Scholar
• Yang, Y., Park, S., & Hu, X. (2018). Electronic word of mouth and hotel performance: A meta-analysis. Tourism Management, 67, 248–260. doi:10.1016/j.tourman.2018.01.015
   Web of Science ®Google Scholar
• Ye, Q., Law, R., & Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 28(1), 180–182. doi:10.1016/j.ijhm.2008.06.011
   Web of Science ®Google Scholar
• Ye, Q., Law, R., Gu, B., & Chen, W. (2011). The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 27(2), 634–639. doi:10.1016/j.chb.2010.04.014
   Web of Science ®Google Scholar
• Zeithaml, V., & Parasuraman, A. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications. doi:10.1177/002224299405800109
   Google Scholar
• Zhang, Y., & Cole, S. (2016). Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts. Tourism Management, 53, 13–27. doi:10.1016/j.tourman.2015.09.001
   Web of Science ®Google Scholar
• Zhang, J., Ye, Q., & Law, R. (2011). Determinants of hotel room price: An exploration of travelers’ hierarchy of accommodation needs. International Journal of Contemporary Hospitality Management, 23(7), 972–981. doi:10.1108/09596111111167551
   Web of Science ®Google Scholar
• Zhang, X., Yu, Y., Li, H., Lin, Z., & Professor Wu He and Guandong Xu, A. (2016). Sentimental interplay between structured and unstructured user-generated contents. Online Information Review, 40(1), 119–145. doi:10.1108/OIR-04-2015-0101
   Web of Science ®Google Scholar
• Zhao, X., Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews to online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6), 1343–1364. doi:10.1108/IJCHM-12-2013-0542
   Web of Science ®Google Scholar
• Zhao, Y., Xu, X., & Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76, 111–121. doi:10.1016/j.ijhm.2018.03.017
   Web of Science ®Google Scholar
• Zheng, X., Luo, Y., Sun, L., Zhang, J., & Chen, F. (2018). A tourism destination recommender system using users’ sentiment and temporal dynamics. Journal of Intelligent Information Systems, 51(3), 557–578. doi:10.1007/s10844-018-0496-5
   Web of Science ®Google Scholar
• Zhou, L., Ye, S., Pearce, P., & Wu, M.-Y. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38, 1–10. doi:10.1016/j.ijhm.2013.12.004
   Web of Science ®Google Scholar