Purpose This study aims to use the voice of the customer (VoC) strategy to collect user-
generated content (UGC) compare customer expectations with reality, make the necessary …

Today, customer-centric business models are more focused. In addition, businesses
increasingly own more data about customers and user behavior, especially from social …

On the post-pandemic recovery green economy track, especially in the hospitality and
tourism industry, businesses must accelerate digital transformation and enter the race to …

Purpose Online reviews have been gaining relevance in hospitality and tourism
management and represent an important research avenue for academia. This study aims to …

Social media plays an important role in today's world and provides an efficient way for
business to interact and communicate with their customers. The purpose of this paper is to …

Mining of guest's online reviews is a new trend study that helps managers understand
customers' feeling with services they provide. The satisfaction or dissatisfaction of guest who …

This study combines programming and data mining to analyze consumer reviews extracted
from Yelp. com to deconstruct the hotel guest experience and examine its association with …

Purpose Electronic 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 …

Purpose The dynamic yet volatile nature of tourism and travel industry in a competitive
environment calls for enhanced marketing intelligence and analytics, especially for those …

Purpose Big data analytics allows researchers and industry practitioners to extract hidden
patterns or discover new information and knowledge from big data. Although artificial …