In this study, we use bibliometric analysis and systematic review to analyze electronic word-
of-mouth (eWOM) research. Our findings show that the research has grown a lot in terms of …

Consumer sentiment analysis is a recent fad for social media-related applications such as
healthcare, crime, finance, travel, and in academia. Disentangling consumer perception to …

Online food delivery (OFD) businesses flourished during COVID-19; however, OFD
companies experienced different challenges and customers' expectations. This paper uses …

Tourists with dissimilar cultural backgrounds think and behave differently. Precisely
capturing and correctly understanding the cultural difference will help tourism managers …

This study investigates customer satisfaction through aspect-level sentiment analysis and
visual analytics. We collected and examined the flight reviews on TripAdvisor from January …

Based on the analysis of 2278 online passenger ratings of airports worldwide, this study
uses a standard multinomial logit model to determine the likelihood of a passenger being a …

This study aims to understand airline passengers' satisfaction trends by analyzing the most
influential factors on satisfaction before and during the COVID-19 pandemic. The sample …

Purpose Variations in customer expectations pose a challenge to service quality
improvement in the airline industry. Understanding airline customers' expectations and …

Delivering high-quality service to passengers can be critical for an airport's survival,
competitiveness, profitability, and long-term growth in a highly competitive environment. The …

The COVID-19 pandemic has impacted both healthcare and the economy on a global scale.
This pandemic has changed consumer habits and behaviors significantly, primarily because …