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Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference by Merrill Warkentin, Decision Sciences Institute

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5. Hotel Guest Satisfaction and Dissatisfaction Determination among Various Demographics

—Xun Xu, Department of Finance and Management Science, College of Business, Washington State University

—Yibai Li, Kania School of Management, University of Scranton

Abstract

With an increase in the number of Internet users, highly developed information technology, and popular online bookings, electronic word-of-mouth effects generated by online reviews play an ever-increasingly important role in influencing a hotel’s demand today. Positive reviews are created by customer satisfaction, and negative reviews are created by customer dissatisfaction. Using a text mining approach, latent semantic analysis, this study analyzes online customer reviews of hotels. ...

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