... customer perceptions from unstructured online reviews automatically. Design/methodology/approach RbQUAL (review-based quality) uses BERT-based supervised learning, optimised with AutoML, to automatically identify, classify and quantify the SERVQUAL dimensions (SQDs) in reviews and map them to specific...

...Seyedeh Maedeh Hosseininasab; Mahmoud Hassanpour; Nazanin Tabrizi Purpose This study explores the psychological drivers of tourists’ travel package selection by analysing user-generated online reviews in the Middle East and North Africa (MENA) region. Design/methodology/approach This study...

...Shilpa Singh; Arun Mittal Purpose Online reviews ( OR ) play an important role in consumer decision-making in the hospitality sector. OR research has expanded significantly over the past two decades and continues to evolve with new conceptual and technological developments, including artificial...

... influences customer engagement reflected in online reviews and ratings. Design/methodology/approach Data were collected in June 2025 using the Google Places API, identifying 2,468 coffee shops. Each entry was enriched with OpenStreetMap (OSM) data on nearby tourist attractions, universities, coworking...

... of activities, ranging from information search and decision-making to the actual dining experience and subsequent post-purchase evaluation of the establishment, its culinary offerings, and service quality. In the digital era, online reviews have become a critical factor in consumer decision-making...

..., SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars...

...GuangMeng Ji; Siew Imm Ng; Jun-Hwa Cheah; Wei-Chong Choo Purpose Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews...

... Sharing economy Online reviews Argument types Purchase intention Figure 1 shows the proposed research model. According to existing literature, the role of review arguments in consumer decision-making, depends on review helpfulness which emphasizes a matching between informative...