Concepedia

Guest Feedback Analytics

Guest Feedback Analytics is a methodological framework within hospitality and service management research that systematically processes and interprets qualitative and quantitative guest feedback data to extract actionable insights for service improvement and strategic decision-making.

39

Publications

5.3K

Citations

109

Authors

65

Institutions

Publications per year

2017–2026

21

Parents

Publications

39

A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism

Zheng Xiang, Qianzhou Du, Yufeng Ma et al. · Tourism Management · 2016 · 985 citations

, , +16

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

Zheng Xiang, Zvi Schwartz, John Gerdes et al. · International Journal of Hospitality Management · 2014 · 924 citations

, , +16

The business value of online consumer reviews and management response to hotel performance

Karen Xie, Zili Zhang · International Journal of Hospitality Management · 2014 · 588 citations

, , +17

Guest satisfaction & dissatisfaction in luxury hotels: An application of big data

Padma Panchapakesan, Jiseon Ahn · International Journal of Hospitality Management · 2019 · 230 citations

, , +16

An Analysis of Word-of-Mouse Ratings and Guest Comments of Online Hotel Distribution Sites

Betsy Bender Stringam, John Gerdes · Journal of Hospitality Marketing & Management · 2010 · 226 citations

, , +11

1–5 of 39

Authors

109

  1. RL
    Rob Law

    Hong Kong Polytechnic University, Hong Kong SAR China

    4 publications · 126 citations

    4

    h-index

  2. ZX
    Zheng Xiang

    Virginia Tech, United States

    3 publications · 2K citations

    3

    h-index

  3. JG
    John Gerdes

    University of South Carolina, United States

    2 publications · 1.1K citations

    2

    h-index

  4. KX
    Karen Xie

    University of Denver, United States

    2 publications · 751 citations

    2

    h-index

  5. LY
    Larry Yu

    George Washington University, United States

    1 publications · 49 citations

    1

    h-index

1–5 of 109

Institutions

65

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    3 h-index

    4 publications

    174 citations

  2. University of South Carolina

    Columbia, United States

    3 h-index

    3 publications

    1.3K citations

  3. Virginia Tech

    Blacksburg, United States

    3 h-index

    7 publications

    5.9K citations

  4. Cornell University

    Ithaca, United States

    2 h-index

    2 publications

    244 citations

  5. Temple University

    Philadelphia, United States

    2 h-index

    5 publications

    350 citations

  6. Taylor's University

    Subang Jaya, Malaysia

    2 h-index

    3 publications

    576 citations

  7. University of Denver

    Denver, United States

    2 h-index

    2 publications

    751 citations

  8. Harbin Institute of Technology

    Harbin, China

    2 h-index

    5 publications

    2.4K citations

1–8 of 65

Venues

  1. International Journal of Hospitality Management

    9 publications · 2.1K citations

    9

    h-index

  2. Journal of Hospitality Marketing & Management

    JHMM · 2 publications · 275 citations

    2

    h-index

  3. Tourism Management

    2 publications · 1.2K citations

    2

    h-index

  4. Cornell Hotel and Restaurant Administration Quarterly

    CQ · 2 publications · 105 citations

    2

    h-index

  5. 2

    h-index

1–5