Understanding service quality attributes that drive user ratings: A text mining approach:

Published on Apr 7, 2021in Journal of Vacation Marketing
· DOI :10.1177/13567667211003246
Sangeetha Gunasekar4
Estimated H-index: 4
(Amrita Vishwa Vidyapeetham),
Deepak S. Kumar7
Estimated H-index: 7
+ 3 AuthorsDileep Menon (Amrita Vishwa Vidyapeetham)
Studies based on online textual data are increasingly used in the hospitality sector to gain better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard and soft attri...
#1Xingbao (Simon) Hu (City University of Macau)H-Index: 4
#2Yang Yang (TU: Temple University)H-Index: 21
Last. Yang Yang (TU: Temple University)H-Index: 26
view all 2 authors...
Studies have yielded mixed findings on the helpfulness determinants of online reviews in tourism and hospitality. To address this issue and unveil the overall sizes of helpfulness determinants, thi...
2 CitationsSource
#1Harold LeeH-Index: 1
Last. Jessica Yuan (TTU: Texas Tech University)H-Index: 1
view all 3 authors...
Electronic word-of-mouth on social networking sites is one of the most effective marketing resources in the lodging industry. Furthermore, Generation Y is becoming an important customer base for th...
1 CitationsSource
#1Ken Snyder (USU: Utah State University)H-Index: 1
#2Rick L. Edgeman (Fort Hays State University)H-Index: 18
In a rapidly-changing world, society and enterprises alike are dizzy with the speed of change. This necessitates not only speeding the pace of needed change, but improving the process and targets of improvement. Articles included in the issue are selected from conferences held by the Shingo Institute, home of the Shingo Prize for Operational Excellence, and are fundamentally targeted at ‘improving the process of improvement’.
1 CitationsSource
#1Carlos Flavián (University of Zaragoza)H-Index: 51
#2Sergio Ibáñez-Sánchez (University of Zaragoza)H-Index: 8
Last. Carlos Orús (University of Zaragoza)H-Index: 13
view all 3 authors...
Virtual reality technologies have increased the integration between devices and the human senses. Despite the increased interest in embodied technologies in tourism, there has been little research ...
6 CitationsSource
#1Raffaele FilieriH-Index: 21
#2Francesco Galati (University of Parma)H-Index: 7
Last. Elisabetta RaguseoH-Index: 12
view all 3 authors...
Abstract Online reviews have become irreplaceable product/service information for many consumers. However, not all consumer reviews are deemed to be helpful. Drawing upon expectation-confirmation theory and the attribute-based model of consumer decision-making, this study investigates the role of service attributes and the moderating role of service category in the prediction of extremely positive and extremely negative ratings helpfulness. This study uses latent semantic analysis and regression...
5 CitationsSource
This study aims to present and empirically examines an expanded service model that incorporates green hotel practices together with a multidimensional/higher-order measurement model of service quality, as well as perceived value and satisfaction, to examine the relationships among these variables and hotel consumers’ loyalty/behavioral intentions (BI).,The model was examined using partial least squares structural equation modeling (PLS-SEM) using data gathered in August 2018 from 200 surveys com...
2 CitationsSource
#1Robin NunkooH-Index: 34
#2Viraiyan Teeroovengadum (UoM: University of Mauritius)H-Index: 9
Last. Vivek Sunnassee (University of Westminster)H-Index: 3
view all 4 authors...
Abstract This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are ...
16 CitationsSource
Abstract In recent years, marketing managers have realized that online reviews are an essential element in customer decision-making. However, there has been little valid measure of online reviews and no systematic analysis of their effect on consumer purchase intention. Drawing on the uses and gratification (U&G) and consumer culture (CCT) theories, this study develops a valid measure of online reviews and analyzes their effect on purchase intention. With a sample of 1112 hotel customers from th...
3 CitationsSource
#1Chung-Jen Wang (NPUST: National Pingtung University of Science and Technology)H-Index: 1
Abstract This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of se...
6 CitationsSource
#1João Guerreiro (ISCTE-IUL: ISCTE – University Institute of Lisbon)H-Index: 11
#2Paulo Rita (NOVA: Universidade Nova de Lisboa)H-Index: 26
Abstract Opinions shared by peer travelers help tourists decrease the risks of making a poor decision. However, the increasing number of reviews per experience makes it difficult to read all reviews for an informed decision. Therefore, reviewers who make a personal and explicit recommendation of the services by using expressions such as “I highly recommend” or “don't recommend” may help consumers in their decision-making process. Such reviews suggest that the reviewer was satisfied to a point th...
18 CitationsSource
Cited By0