Purpose This study aims to provide a method for classifying travellers’ requirements to help hoteliers understand travellers’ requirements and improve hotel services. Specifically, this study develops a strength-frequency Kano (SF-Kano) model to classify the requirements expressed by travellers in online reviews. Design/methodology/approach The strength and frequency of travellers’ requirements are determined through sentiment and statistical analyses of the 13,217 crawled online reviews. The proposed method considering the interaction between strength and frequency is proposed to classify the different travellers’ requirements. Findings This study identifies 13 travellers’ requirements by mining online reviews. According to the results of the improved Kano model, the six travellers’ requirements belong to one-dimensional requirements; two travellers’ requirements belong to must-be requirements; three travellers’ requirements belong to attractive requirements; two travellers’ requirements belong to indifferent requirements. Research limitations/implications Results of this research can guide hoteliers to address hotel service improvement strategies according to the types of travellers’ requirements. This study can also expand the analysis scope of hotel online reviews and provide a reference for hoteliers to understand travellers’ requirements. Originality/value By mining online reviews, this study proposes an SF-Kano model to classify travellers’ requirements by considering both the strength and frequency of requirements. This study uses the optimisation model to determine the classification thresholds. This process maximises travellers’ satisfaction at the lowest cost. The classification results of travellers’ requirements can help hoteliers gain a deeper understanding of travellers’ requirements and prioritise service improvements.

PurposeThis paper aims to analyze high-quality papers on the research of electronic word-of-mouth (eWOM) for product and service quality improvement from 2009 to 2022, in order to fully understand their historical progress, current situation and future development trend.Design/Methodology/ApproachThis paper adopts the bibliometrics method to analyze the relevant literature, including publishing trend and citation status, regional and discipline area distribution, and influential publications. Secondly, the VOSviewer is used for literature co-citation analysis and keyword co-occurrence analysis to obtain the basic literature and research hotspots in this research field.FindingsFirstly, the study finds that the number of publications basically shows an increasing trend, and those publications are mainly published in tourism journals. In addition, among these papers, China has the largest number of publications, followed by the USA and South Korea. Through co-citation analysis of literature and keyword co-occurrence analysis, 22 foundational papers and six main research topics are obtained in this paper. Finally, this paper elaborates on the development trend of the research topic and future research directions in detail.Originality/valueThis is the first paper that uses bibliometrics to analyze and review relevant researches on eWOM for product and service quality improvement, which is helpful for researchers to quickly understand its development status and trend. This review also provides some future research directions and provides a reference for further research.

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