Cited by 953Customer Service Quality and LoyaltyDigital Marketing and Social MediaDiverse Aspects of Tourism Research

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What can big data and text analytics tell us about hotel guest experience and satisfaction?

Xiang, Zheng, Schwartz, Zvi, Gerdes, John H., Uysal, Muzaffer·2015·International Journal of Hospitality Management

DOI 10.1016/j.ijhm.2014.10.013

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Authors: Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M.
Affiliations: Virginia Tech (US)
University of Delaware (US)
University of South Carolina (US)
Corresponding author: Xiang, Zheng
ORCID: Xiang, Zheng
Schwartz, Zvi
Gerdes, John H.
Uysal, Muzaffer
Venue: International Journal of Hospitality Management
Publisher: Elsevier BV
Published: 2015-01
Volume: 44
Pages: 120-130
ISSN: 0278-4319 (ISSN-L)
DOI: 10.1016/j.ijhm.2014.10.013
OpenAlex: W1992777957
Cited by: 953
References: 64
Citations by year: 2026: 62 · 2025: 80 · 2024: 66 · 2023: 92 · 2022: 117 · 2021: 120 · 2020: 107 · 2019: 111 · 2018: 66 · 2017: 73 · 2016: 41 · 2015: 16
FWCI: 96.77
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
www.elsevier.com/legal/tdmrep-license (tdm)
Locations: International Journal of Hospitality Management (publishedVersion)
eSpace (Curtin University) (submittedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Diverse Aspects of Tourism Research
Keywords: hotel guest experience, guest satisfaction, big data analytics, text analysis, consumer reviews, Expedia, user-generated content, social media, semantic composition, hospitality

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