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

By Zheng Xiang, Z. Schwartz, J. Gerdes, Muzaffer Uysal. 2015

869 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7739aaddd46e84b12755f668a156c739a0a4bc88

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Effects of the Booking.com rating system: Bringing hotel class into the picture (2018, neutral): “Despite an increased scholarly appetite for analyses comparing multiple platforms (Xiang et al., 2017), most of extant literature has relied on the OTA Expedia (e.g., Stringam & Gerdes, 2010; Xiang et al., 2015; Xiang et al., 2017).”
Engaging and retaining customers with AI and employee service (2020, neutral): “Recent literature (Wirtz et al., 2018; Xiang et al., 2015) suggests that artificial intelligence (AI) plays an imperative role in influencing customers ’ service experience.”
Gaining Customer Experience Insights That Matter (2018, background): “As summarized in Table 1, our model, for example, in contrast to Xiang et al. (2015), Tirunillai and Telliis (2014) and Villarroel Ordenes et al. (2014), is longitudinal, uses three datasets and employs five forms of validation.”
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2019, methodology): “Recently, many studies have focused on textual reviews (Xiang et al., 2015; Berezina et al., 2016).”
Understanding the Impact of Online Reviews on Hotel Performance (2017, background): “Xiang et al. (2015) assert that it is important to understand the antecedents of hotel guest satisfaction.”
Identifying salient attributes of peer-to-peer accommodation experience (2017, background): “…to the extensive online content through its built-in reputation systems (i.e. allowing for a large amount of information from host and guest evaluation), emphasizing the increasing importance of big data analytics in hospitality management (e.g. as previously suggested by Xiang et al., 2015).”
Exploring the relationship between big data analytics capability and competitive performance: The mediating roles of dynamic and operational capabilities (2020, background): “Insight generated through a strong BDAC can enable more precise needs identification through sentiment sensing and social media monitoring for instance [46,76], allow for a better understanding of consumer behavior, interactions, and experiences with a product or service [77,78], facilitate more det”