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This study explores the consistency between star ratings and sentiments expressed in online reviews and how they relate to the different components of the customer experience. We combine deep learning applied to natural language processing, machine learning and artificial neural networks to identify how the positive and negative components of 20,954 online reviews posted on TripAdvisor about tourism attractions in Venice impact on their overall polarity and star ratings. Our findings showed that sentiment valence is aligned with star ratings. A cancel-out effect operates between the positive and negative sentiments linked to the service experience dimensions in mixed-neutral reviews.

Given the importance of electronic word of mouth (eWOM), this paperanalyses the content of messages generated by users related to a touristdestination and shared through Twitter. We propose three research questionsregarding eWOM behaviour in Twitter focused on the expertise of thereviewer, sentiment analysis of a tweet and its content. In order to addressthose research questions we carry out text mining analysis by retrievingexisting information on Twitter (over 1500 tweets) regarding to Venice as atourist destination.

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This chapter follows the new research current that looks for heterogeneity between family businesses and its consequences. Through a cluster analysis, the chapter presents a taxonomy of four groups with different family government profiles, depending on the scope—number of issues considered—and the level of formalization. Alike, the research describes the different relative importance that each group attaches a to financial and non-financial performance measures, as well as to the dimensions of business and family success. The chapter analyzes a sample of 147 SME family businesses that belong to the tourism industry. All of them are closely held family businesses that range between the first and third generation. Results show how family businesses with wide and formalized family government systems place a special emphasis on those success measures related to stakeholder satisfaction, family satisfaction, and wealth preservation. They present a stronger continuity intention.