Keywords: Hotel mobile application attributes
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Journal Articles

Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis

Hyekyung Park, Minwoo Lee, Ki-Joon Back, Agnes DeFranco, Jaebeom Suh
Journal: International Journal of Contemporary Hospitality Management
International Journal of Contemporary Hospitality Management (2025) 37 (5): 1622–1640.
https://doi.org/10.1108/IJCHM-12-2023-1914
Published: 22 January 2025
...Hyekyung Park; Minwoo Lee; Ki-Joon Back; Agnes DeFranco; Jaebeom Suh Purpose Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto...
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