Keywords: Impact asymmetry analysis
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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
.../methodology/approach A comprehensive framework of hotel mobile application attributes has been developed, drawing on the information system success model and using text analytics. A total of 88,309 mobile application reviews were collected for analysis. Furthermore, an impact asymmetry analysis was conducted...
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