Tourism Management · 2017 · 350 citations · 56 references
BusinessHospitality ManagementMarketingCustomer AnalyticsHospitality MarketingHotel ManagementCustomer Experience AnalyticsCustomer Experience ManagementCustomer Feedback AnalysisCustomer SatisfactionHotel MarketingSentiment AnalysisConsumer SentimentCustomer RatingsHospitality Customer ExperienceHotel Customer ExperienceHotel Service QualitySentiment Regression
56
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations
Mining and summarizing customer reviews
Minqing Hu, Bing Liu · 2004 · 7.7K citations
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 4.9K citations