Text analytics of service customer reviews and feedback: understanding customers emotions and cognition in the hospitality industry

Jie J. Zhang, Spring H. Han and Rohit Verma

Chapter 19 in Research Handbook on Services Management, 2022, pp 275-294 from Edward Elgar Publishing

Abstract: Given the exponential increase in online reviews and their significant impact on brand perception and business performance, both researchers and practitioners are keen to understand the rich information embedded in unstructured customer feedback such as review text. The purpose of this paper is to analyze review text to understand the emotions and cognitive themes within, and investigate their relationship with review ratings. This paper uses a replication research design to explore the relationships between the overall numerical satisfaction rating and customers' emotional states as well as cognitive topics uncovered using advanced text analytics methods. Study 1 uses a large-scale international sample that consists of 355 upscale and luxury hotels across the world to explore the relationships between the overall satisfaction rating and emotional states. Study 2 uses a sample of 57 hotels from one major metropolitan market across multiple chain-scales to accomplish two objectives.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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