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

The DOI matches its Crossref record; 61 of the 64 references it cites were found in a registry or an index.

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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Crossref · 10.1016/j.ijhm.2014.10.013

Cites

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Citations

Cites

Show all 64 references

Research works printed but not linked: 4

  1. Aiden, 2014, The Predictive Power of Big Data, Newsweek
  2. Marcus, 2014, Eight (no, nine!) problems with big data, The New York Times
  3. Min, H., Lim, Y., Magnini, V.P., in press. Responding to negative online hotel reviews: the impacts of empathy statements, paraphrasing and speed. Cornell Hosp. Q.
  4. Oliver, 1981, Measurement and evaluation of satisfaction processes in retail settings, J. Retail., 57, 25

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Metadata

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
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
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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