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The development of the Internet and mobile devices enabled the emergence of travel and hospitality review sites, leading to a large number of customer opinion posts. While such comments may influence future demand of the targeted hotels, they can also be used by hotel managers to improve customer...

Calheiros, A. C.; Moro, S.; Rita, P.
Routledge, Philadelphia, USA
Journal of Hospitality Marketing & Management, 2017, 26, 7, pp 675-693