The U.S. hotel industry faced two major external shocks in the decade of the 2000s, the terrorist attacks of September 11, 2001, and the financial crisis of September 2008, which led to an economic recession. Using data from STR covering nearly 35,000 hotels, this study isolates the specific...

This study explores hotel guest service experiences by analyzing online reviews using big data analytics. We first summarize frequently mentioned words in online reviews, identify the commonalities on the basis of frequency of word use, and use these factors to compare the contributions to the...

To understand whether the purpose of travel affects differences in the evaluation of hotel services, we analyzed online reviews for 768 hotels in New York City. The results show that leisure travelers are predisposed to leaving online reviews with higher ratings and positive emotions than those...

Purpose: The purpose of this study is to delineate the role of wine at hotels from the customer's perspective by analyzing New York City hotel reviews posted on TripAdvisor. Design/methodology/approach: This study used content analysis to study 26,831 wine-relevant reviews that had been posted on...

Purpose: This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews on hotel online booking. Design/methodology/approach: This study used the data from 437 hotels in New York City on...

Purpose - The purpose of this paper is twofold. First, the study examines the prolonged effect of policy-related economic uncertainty on hotel operating performance, particularly the room demand (occupancy). Second, the study attempts to explain why occupancy drops when the perceived economic...

The economic effects of the minimum wage have been the focus of ongoing contradictory debates among policymakers and researchers. This study finds a positive effect of the minimum wage on the operating profitability of hotels in the U.S. However, the pricing practices of full-service hotels are...

Purpose: The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg's two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show...

The purpose of this study was to determine whether it is beneficial for service providers, such as hotels and restaurants, to respond to online negative reviews, and (a) whether company reputation is moderated by the number of negative versus positive reviews and (b) whether the underlying issue is ...

A qualitative approach was employed to examine how Chinese hotel guests perceive international chain hotels in different travel destinations (i.e. China and abroad) under the same brand. A total of 13,204 reviews were retrieved from online hotel review Web sites, namely DaoDao.com and Ctrip.com....