Purpose This study aims to conduct a systematic review and critically analyze the sentiment
analysis literature in hospitality and tourism from methodological (data sets and analyzes) …

We systematically review the literature on customer satisfaction, partitioning the literature
into three generations of thought and focus, with the most recent, third generation, heavily …

Online reviews have been used effectively to understand customers' satisfaction and
preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several …

Managing customer satisfaction (CS) by adapting to market changes is essential for
achieving customer loyalty. This study analyzes the asymmetric relationship between …

In a digitally empowered business world, a growing number of family businesses are
leveraging the use of chatbots in an attempt to improve customer experience. This research …

Abstract Service improvement is of great importance for hotels to gain advantages. Several
studies determined the prioritization of service improvement by identifying the relationship …

As a kind of user-generated information, online reviews contain customers' preferences for
different aspects of hotels, which not only influence customers' booking decisions but also …

Abstract User-Generated-Content (UGC) has gained increasing attention as an important
indicator of business success in the tourism and hospitality sectors. Previous literature has …

Despite the availability of a considerable body of research examining large-scale hotels,
small-scale accommodations like traditional guesthouses have been overlooked. Using the …

Purpose This paper aims to explore how artificial intelligence (AI) technologies have
redefined the hospitality industry. It develops a theoretical framework to evaluate its impact …