... gained popularity as a method to evaluate customer satisfaction based on large online data sets, especially in the hospitality industry (Jia, 2018). Technological advancements have further enabled researchers to use platforms, such as RStudio and UCINET, for sophisticated analyses, including sentiment...

... in chatbot-mediated service recovery critically shapes perceived service climate, whereas emoji implementation (social-oriented communication) provides limited value. Customer satisfaction areareth chatbot services is positively impacted by perceived justice, which also significantly increases re-patronage...

...Xiaobin Zhang; Yinai Zhong; Reza Asriandi Ekaputra; Hak-Seon Kim Purpose This study aims to examine customer satisfaction in Chinese tourism performing arts by integrating big data analytics and Geographic Information Systems ( GIS ), addressing the lack of data-driven consumer insights...

...Tae-Dong Noh; Soyoung Jun; Jong Woo Kim Purpose This study aims to examine the relationship between neutral sentiment and customer satisfaction in online hotel reviews by comparing binary and ternary sentiment classification models. It further explores the effects of neutral sentiment across key...

...Muhammad Ali; Tariq Iqbal Khan; İrge Şener Purpose This study aims to explore the interconnectedness between artificial intelligence (AI) integration, customer satisfaction, process task efficiency and organizational readiness within the hospitality and tourism sector, elucidating their combined...

... in the textual customer reviews and the customer’s overall satisfaction. Findings A key finding of this study revealed that word length moderates the relationship between readability and overall customer satisfaction negatively, whereas it positively moderates the path from sentiment polarity and diversity...

... been limited understanding of customer perceived value, customer satisfaction and loyalty which is imperative to promote repeat sales. Therefore, this study aims to examine customer perceived value of FDRS, identify antecedents of customer satisfaction with FDRS and investigate the additional impact...

.... The partial least square approach to structural equation modelling was used to analyse the data. Findings The findings suggested that monetary, functional and hedonic benefits significantly impact Vietnamese customer satisfaction (CS) with Airbnb accommodation, which, in turn, acts as a direct effect...

...Viktor Grechyn; Ian McShane Purpose This paper aims to analyse whether the speed of Wi-Fi in hotels influences customer satisfaction with hotels and the implications of this for the provision of Wi-Fi by commercial and governmental bodies seeking to boost tourism. Design/methodology/approach...

...Ngan Tuyet Truong; Duy Dang-Pham; Robert James McClelland; Mathews Nkhoma Purpose This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences...

...Faizan Ali Purpose This study aims to examine the relationships between hotel website quality, perceived flow, customer satisfaction and purchase intentions. Furthermore, this study also examines if perceived flow mediates the relationships between hotel website quality, customer satisfaction...

... Limited 2012 E‐servicescape Self‐regulatory focus Consumer behaviour Emotions Flow experiences Customer satisfaction As the internet has become a necessity for people's daily lives, many companies strive to build a unique and personalized relationship with their customers, not only...

...: availability of ICT components, integration of ICT components, and intensity of ICT usage. Operational productivity and customer satisfaction were used for measuring hotel performance. To control for the influence of location and employee and management characteristics on hotel productivity, data were...

... reengineering also involves significant costs (Alford, 2005). © Emerald Group Publishing Limited 2010 Relationship marketing Customer satisfaction Customer loyalty Communication technologies Travel Buyer‐seller relationship Service marketing literature has emphasized the importance...