Guest satisfaction & dissatisfaction in luxury hotels: An application of big data

2019/06/13 by Panchapakesan Padma, Padma Panchapakesan, Jiseon Ahn
Business, Management and Accounting · Social Sciences · #Customer Service Quality and Loyalty #Digital Marketing and Social Media #Consumer Behavior in Brand Consumption and Identification

paper · doi:10.1016/j.ijhm.2019.102318

Citations

• What can big data and text analytics tell us about hotel guest experience and satisfaction?
• A Conceptual Model of Service Quality and Its Implications for Future Research