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A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects
This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …
hospitality journals over the period 2000 to 2016. The review was organized around four …
Kano model categorization methods: Typology and systematic critical overview for hospitality and tourism academics and practitioners
The Kano model has been widely applied in multiple disciplines, particularly in product or
service development and optimization. Although the original categorization framework …
service development and optimization. Although the original categorization framework …
[HTML][HTML] When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shop** assistance? Considering product attribute type
The increasing adoption of AI chatbots in online shop** assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …
Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness
As an essential risk-reduction strategy, technology innovation is likely to play a key role in
the hotel industry's recovery from the 2020 coronavirus pandemic. However, its impact on …
the hotel industry's recovery from the 2020 coronavirus pandemic. However, its impact on …
Interpretable machine learning-based approach for customer segmentation for new product development from online product reviews
For new product development, previous segmentation methods based on demographic,
psychographic, and purchase behavior information cannot identify a group of customers with …
psychographic, and purchase behavior information cannot identify a group of customers with …
Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews
This paper proposes a methodology for conducting importance-performance analysis (IPA)
through online reviews. The methodology is composed of three stages:(1) mining useful …
through online reviews. The methodology is composed of three stages:(1) mining useful …
[HTML][HTML] An fsQCA analysis of service quality for hotel customer satisfaction
Managing customer satisfaction (CS) by adapting to market changes is essential for
achieving customer loyalty. This study analyzes the asymmetric relationship between …
achieving customer loyalty. This study analyzes the asymmetric relationship between …
The impact of hotel attributes, well-being perception, and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic
This research sought to investigate the relationships between hotel attributes, well-being
perceptions, attitudes, and brand loyalty in the hotel context considering the COVID-19 …
perceptions, attitudes, and brand loyalty in the hotel context considering the COVID-19 …
Service quality and customer loyalty in Ghana's hotel industry: The mediation effects of satisfaction and delight
Current research has questioned the wisdom in over-reliance on customer satisfaction (CS)
as the basis for achieving customer loyalty (CL) but rather emphasized the need for firms to …
as the basis for achieving customer loyalty (CL) but rather emphasized the need for firms to …
Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry
Understanding the asymmetric effects of attribute performance (AP) on customer satisfaction
(CS) is important for the managers in the hotel industry. Although several studies concerning …
(CS) is important for the managers in the hotel industry. Although several studies concerning …