Evidently, online voice of customers (VoC) expressed in social media has emerged as
quality data for researchers who are willing to conduct customer-driven business …

The airline industry operates in a highly competitive market, in which achieving and
maintaining a high level of passenger satisfaction is seen as a key competitive advantage …

An increasing number of people use social media to share their consumption experiences.
Publicly available online reviews have become a significant source of information, which …

The importance of online customer reviews to product innovation has been well-recognized
in prior literature. Mining online reviews has received extensive attention and efforts. Most …

Browsing online reviews before selecting a satisfactory hotel has become a trend. Multiple
criteria decision making models are powerful tools to provide competitive guidance. The first …

Advanced data analytics is one of the most revolutionary technological developments in the
21st century, which enables the discovery of underlining trends via sophisticated …

User-generated content (UGC) is becoming increasingly available on social media for a
wide range of products and services. Such UGC contains rich information about customer …

It is of importance for restaurants to identify their competitors to gain competitiveness.
Meanwhile, opinion-rich resources like online reviews sites can be used to understand …

Today's product design takes into account the affective aspects of products, such as
aesthetics and comfort, as much as reliability and physical quality. Manufacturers need to …

Previous studies carried out customer surveys by questionnaires to collect data for analyzing
consumer requirements. In recent years, a large and growing body of literature has …