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Let Me Count the Words
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  • 2013Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House812 cited
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  • 2010An Analysis of Word-of-Mouse Ratings and Guest Comments of Online Hotel Distribution Sites226 cited
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  • 2012An Exploratory Use of Web Content Analysis to Understand Cruise Tourism Services58 cited
  • 2013Measuring Hotel Guest Satisfaction by Using an Online Quality Management System51 cited
  • 2007Visual Methods46 cited
  • 2022Hotel service quality dimensions and attributes: An analysis of online hotel customer reviews44 cited
  • 2016Service Innovations: What the Managers Believe and What the Customers Say40 cited
  • 2018The structural topic model for online review analysis35 cited
  • 2012CULTURE, CORPORA AND SEMANTICS Methodological issues in using elicited and corpus data for cultural comparison34 cited
  • 2017The Routledge Handbook of Hospitality Marketing33 cited
  • 2014The cumulative effect of satisfaction with discrete transactions on share of wallet30 cited
  • 2015Hospitality Service Innovations in Private Clubs

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28 cited
  • 2020Accommodation Experience in the Sharing Economy: A Comparative Study of Airbnb Online Reviews26 cited
  • 2015Measuring Retail Store Service Quality: The Disparity between the Retail Service Quality Scale (RSQS) and Comment Cards18 cited