This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …

Negative consumer emotions increasingly attract the attention of brand researchers and
managers. Especially in today's digital world, these emotions can cause considerable …

Purpose: This study aims to enrich the published literature on hospitality and tourism by
applying big data analytics and data mining algorithms to predict travelers' online complaint …

Abstract Service failure and recovery research has primarily explored employees' emotional
intelligence but has largely overlooked customers' emotional intelligence. This study …

This study investigated how employees' perceptions of an organization's dialogic employee
communication influence their evaluations of their positive and negative relationships with …

Purpose The hotel customers are conscious of the deteriorating environmental conditions
and demand for online immersions. Hotels lack an exciting shift in customer behavior for …

Online reviews offer customers information on the quality of accommodation products in a
business. The sudden shift to online booking caused the surge in keyword analysis in …

This study examines service failures in the hospitality industry, amplified by the shift to online
platforms, and highlights the need for effective online recovery methods. These methods are …

Although previous studies have generally explored the important role played by customers'
negative feedback in shaping employees' behaviour, these studies have only briefly …

Purpose Prior research examining cultural effects on customer service expectations has
primarily used more generic Western cultural theory on an aggregate scale or with only a …