Managers increasingly address client feedback online, a practice known as webcare. Based
on a systematic literature review on webcare, we provide a framework that aims to identify …

With tremendous growth and potential of online consumer reviews, online reviews of
hospitality and tourism are now playing a significant role in consumer attitude and buying …

This study provides a new perspective on the effect of social media use in SMEs. The
purpose of this paper is to investigate the influence of social media on firm performance with …

This study aims to forecast international tourist arrivals to Hong Kong from seven English-
speaking countries. A new direction in tourism demand modeling and forecasting is …

With increased online activities associated with the purchase of restaurant services, online
reviews have become important among potential customers due to the advantages in …

This study synthesizes existing empirical results about the relationship between electronic
word of mouth (eWOM) and hotel performance via meta-analysis. Based on estimates from …

Business dynamics are also found in the digital economy, forcing the development of new
business models to achieve strategic marketing excellence. It was verified that half of the …

This study aims to use computational linguistics, visual analytics, and deep learning
techniques to analyze hotel reviews and responses collected on TripAdvisor and to identify …

Recent marketing and service research highlights the detrimental impact of negative
customer engagement behaviour (CEB) in online social networks. Nevertheless, the extant …

This research investigates the behavioral effects of firms' online activeness in influencing
customer engagement in word-of-mouth communications. Using a large-scale field dataset …