Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/28429
Title: Analyzing changes in hotel customers' expectations by trip mode
Authors: Liu, S
Law, R 
Rong, J
Li, G
Hall, J
Keywords: EWOM
Customer expectation, Sentiment mining
Contrast analysis
Association rule
Data mining
Issue Date: 2013
Publisher: Pergamon Press
Source: International journal of hospitality management, 2013, v. 34, p. 359-371 How to cite?
Journal: International journal of hospitality management 
Abstract: With the emergence of Web 2.0, electronic word-of-mouth (eWOM) shared through social networking sites has become the primary information source for many travelers. An enormous quantity of reviews has been posted by customers, and has become a valuable means by which hoteliers can better understand customer satisfaction and expectations. Efforts have been made to analyze these parameters in terms of customers' backgrounds. Although customer expectations vary according to background, whether or not this is still the case across different trip modes remains unknown. In this study, an eWOM dataset was obtained from an online source and sentiment mining used to improve its quality by imputing missing values. A complete analysis of customer profiles and their contrast by trip mode was then conducted using association rule mining. The empirical results demonstrate differences in both customer expectation and satisfaction when the same traveler engages in different trip modes.
URI: http://hdl.handle.net/10397/28429
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2012.11.011
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

10
Last Week
1
Last month
Citations as of Apr 19, 2016

WEB OF SCIENCETM
Citations

17
Last Week
0
Last month
1
Citations as of Aug 21, 2017

Page view(s)

58
Last Week
4
Last month
Checked on Aug 21, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.