...Chubing Zhang; Wei Zheng; Tiange Li; Yipeng Wang Purpose Online reviews are an important source of information that influence consumer perceptions and acceptance of service robots. This study aims to investigate how sensory cues, diversity and emotions related to service robots in online reviews...

... provides practical methods for hotels to systematically analyze online reviews through an ESG lens and develop automated sentiment monitoring systems. The findings enable managers to prioritize social interactions and governance transparency while understanding why environmental initiatives may...

...-use rights only eWOM valence Hotel category Intention to book Intention to recommend Online reviews Online scarcity messages Advances in web technologies coupled with consumers’ rising screen time continue to create opportunities for businesses to innovate with their online revenue...

...Doris Chenguang Wu; Chenyu Cao; Ji Wu; Mingming Hu Purpose Wine tourism is gaining increasing popularity among Chinese tourists, making it necessary to thoroughly examine tourist behavior. While online reviews posted by wine tourists have been extensively studied from the perspectives...

...Jun Liu; Sike Hu; Fuad Mehraliyev; Haiyue Zhou; Yunyun Yu; Luyu Yang Purpose This study aims to establish a model for rapid and accurate emotion recognition in restaurant online reviews, thus advancing the literature and providing practical insights into electronic word-of-mouth management...

..., the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings. Design/methodology/approach The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content...

... to classify the requirements expressed by travellers in online reviews. Design/methodology/approach The strength and frequency of travellers’ requirements are determined through sentiment and statistical analyses of the 13,217 crawled online reviews. The proposed method considering the interaction between...

... conducted review sentiment analyses in three moments (−1, −7 and −14 days) before arrival time using a data set of budget hotel performance and online reviews. The aim was to identify the effect of review sentiment in the budget hotel market on the three performance metrics. Findings Daily sentiment...

... on the relationship between length of stay and customer satisfaction level. Design/methodology/approach The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction...

... to satisfy customers and respond to threats. Design/methodology/approach Given the dynamics of the attractive quality theory, this paper designs a framework with four phases by embedding techniques of text mining and deep learning based on evidence from online reviews. Findings This paper figures out...

... Online reviews In the field of hospitality, most studies use English reviews and neglect non-English sources. The purpose of this paper is to exploit a predictive framework for review helpfulness that can process both Chinese and English textual comments. This study develops some...

...-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews. Sentiment analysis Text-mining Online reviews Latent Dirichlet allocation Restaurant Restaurant domain lexicon...

...Aline Simonetti; Enrique Bigne Purpose The purpose of this study is to examine how social media (TripAdvisor) content influences restaurant visit intentions and liking expectations, how online review valence affect the viewing behavior of the social media page and which social media elements...

...’ feelings of affection toward their host and/or the homestay and their behavioral intentions. Design/methodology/approach Based on 150,161 Inside Airbnb online reviews in three major US cities, this study uses semantic analysis to explore processes through which hosts’ affinity-seeking strategies...

... of Study 1 show that price discounts are much more impactful than free delivery when food quality and online reviews are positive. Study 2 shows that price discounts have more substantial effects than gifts at time T+1 when ATRB is positive. The findings are relevant to both scholars and managers, adding...

... strategies to boost hotel revenues and increase profitability. The research contributes to hospitality and online review literature by understanding how cultural and geographic distances shape online hotel service evaluations under the root of the uncertainty of decision-making and the observation...

... theory and practice, especially relevant when dealing with Big Data sources such as the social media. Thus, the steps undertaken during the study are detailed to facilitate replication to other models. Model evaluation Data mining Online reviews Guest satisfaction Customer satisfaction model...

... in the restaurant industry. This research provides guidance to operators to manage online reviews effectively. The marketing strategy taking into account review valence and distance allows the business to attract new customers and grow its customer base. Originality/value This research synthesizes asymmetry...

...Marcello Mariani; Marina Predvoditeleva Purpose The purpose of this study is to examine the role and influence of online reviewers’ cultural traits and perceived experience on online review ratings of Russian hotels by taking a direct measurement approach. Design/methodology/approach...

...Uttam Chakraborty Therefore, the research questions (RQs) of the study are: Uttam Chakraborty can be contacted at: note2uttam@gmail.com Two-sided online reviews have a more significant positive impact on PCOR as compared to the effects of receiver, review quality, review...