Customer orientation and e-WOM in the hotel sector

The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

“…Although the survey method has the advantage of being able to elicit answers to the desired questions, there may be limitations due to factors that might cause measurement errors, such as the form of the questionnaire, the survey term, the response category, and the order of the survey [14]. To address this gap, online review mining was conducted to gain more accurate and detailed customer information through the application of big data analytics in the hospitality sector [15][16][17][18][19]. Filieri and Mariani [16] adopted big data analytics to examine how reviews from different countries evaluate the helpfulness of online reviews.…”

Enhancing social media engagement by the hospitality industry: The power of customer experience dimensions

“…Furthermore, social media has changed the way in which trips are planned and subsequently shared with other users (Kumar and Goh, 2021. Thus, social media are becoming more influential in tourist's decision-making and have a significant impact on the formation of their expectations of both the destination and the hotel (González-Porras et al, 2021;Szymkowiak and Gaczek, 2021). Social media platforms make it easy for tourists to digitize and share emotions and experiences before, during and after their trips (Zhou et al, 2020), and interacting F o r P e e r R e v i e w 3 with social media platforms allows consumers to "experience" hotels or destinations prior to visiting them physically (Molinillo et al, 2018).…”