Keywords: Two-factor theory
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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
... the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system, information and service attributes and investigate their roles in mobile application satisfaction and dissatisfaction. Design...
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Includes: Supplementary data
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