Exploring influential factors affecting guest satisfaction: Big data and business analytics in consumer-generated reviews

PurposeElectronic word of mouth in the form of user-generated content (UGC) in social media plays an important role in influencing customer decision-making and enhancing service providers’ brand images, sales and service innovations. While few research studies have explored real content generated by...

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Veröffentlicht in:	Journal of hospitality and tourism technology 2020-03, Vol.11 (1), p.137-153
Hauptverfasser:	Lee, Minwoo, Cai, Yanjun (Maggie), DeFranco, Agnes, Lee, Jongseo
Format:	Artikel
Sprache:	eng
Schlagworte:	Big Data Brand image Business analytics Business intelligence Data mining Decision making Hospitality industry Hotels & motels Literature reviews Machine learning Performance evaluation Regression analysis Social networks Software Statistical analysis Trends User generated content
Online-Zugang:	Volltext
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