Improving guest satisfaction by identifying hotel service micro-elements failures through Deep Learning of online reviews

Improving guest satisfaction by identifying hotel service micro-elements failures through Deep Learning of online reviews

This study thoroughly examines often-overlooked micro-service elements within the broader spectrum of hotel services, aiming to improve hospitality services and ensure guest satisfaction. To achieve this, this research developed a methodological framework, integrating (a) the VADER text sentiment an...

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Bibliographic Details
Main Authors: Sergey Kazakov, Pedro Cuesta-Valiño, Vera Butkouskaya, Daniel Muravsky
Format: Article
Language:English
Published: Universidad del País Vasco (UPV/EHU) 2025-03-01
Series:Management Letters/Cuadernos de Gestión
Subjects:
hotel service elements
online reviews
natural language processing
big data
tourist satisfaction policy
ewom
Online Access:https://ojs.ehu.eus/index.php/CG/article/view/27434
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