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The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source
11 references·16 citing·48 second hop
The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source (2019)The relationship between sustainability a…The Motivation to Work (2017)The Motivation to WorkThe impact of green experience on customer satisfaction: evidence from TripAdvisor (2017)The impact of green experienc…Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2016)Mining meaning from online ra…A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism (2016)A comparative analysis of maj…Sustainable development practices in the hospitality industry: An empirical study of their impact on customer satisfaction and intentions (2013)Sustainable development pract…Do hotels' “green” attributes contribute to customer satisfaction? (2010)Do hotels' “green” attributes…Electronic word-of-mouth in hospitality and tourism management (2007)Electronic word-of-mouth in h…Making tourism more sustainable: a guide for policy makers (2005)Making tourism more sustainab…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability (2002)Content Analysis in Mass Comm…The Nature of Social Desirability Response Effects in Ethics Research (1992)The Nature of Social Desirabi…Do Sustainable Consumers Have Sustainable Behaviors? An Empirical Study to Understand the Purchase of Food Products (2023)Do Sustainable Consumers Have…Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan (2022)Unhiding Nexus Between Servic…Predicting factors affecting the intention to use a 3PL during the COVID-19 pandemic: A machine learning ensemble approach (2022)Predicting factors affecting …How Positive and Negative Electronic Word of Mouth (eWOM) Affects Customers’ Intention to Use Social Commerce? A Dual-Stage Multi Group-SEM and ANN Analysis (2022)How Positive and Negative Ele…Addressing the conceptualization and measurement challenges of sustainability orientation: A systematic review and research agenda (2022)Addressing the conceptualizat…What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis (2021)What is the impact of service…Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis (2021)Mapping the electronic word-o…Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing (2021)Exploring the role of the Ama…Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness (2021)Digital platforms: customer s…Business orientation and sustainable development: A systematic review of sustainability orientation literature and future research avenues (2021)Business orientation and sust…Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry (2020)Understanding homophily of se…The effects of hotel green business practices on consumers’ loyalty intentions: an expanded multidimensional service model in the upscale segment (2020)The effects of hotel green bu…Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: application of Kano model through mixed methods (2020)Exploring the roles of hotel …Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? (2020)Does quality stimulate custom…Determinants of sustainable behavior of firms and the consequences for customer satisfaction in hospitality (2020)Determinants of sustainable b…Destination Image Analytics Through Traveller-Generated Content (2019)Destination Image Analytics T…A New Product Growth for Model Consumer Durables (1969)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Role of social media in online travel information search (2009)The impact of online reviews on hotel booking intentions and perception of trust (2011)Social Media in Tourism and Hospitality: A Literature Review (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. 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this work references cited by second hop

References

  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 2017The Motivation to Work5,564 cited
  • 2007Electronic word-of-mouth in hospitality and tourism management3,132 cited
  • 2002Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability3,054 cited
  • 2005Making tourism more sustainable: a guide for policy makers1,231 cited
  • 2016A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism1,056 cited
  • 2016Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation1,044 cited
  • 2010Do hotels' “green” attributes contribute to customer satisfaction?294 cited
  • 2013Sustainable development practices in the hospitality industry: An empirical study of their impact on customer satisfaction and intentions215 cited
  • 1992The Nature of Social Desirability Response Effects in Ethics Research200 cited
  • 2017The impact of green experience on customer satisfaction: evidence from TripAdvisor198 cited

Cited by

  • 2021Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis483 cited
  • 2019Destination Image Analytics Through Traveller-Generated Content182 cited

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2020
Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?
145 cited
  • 2022How Positive and Negative Electronic Word of Mouth (eWOM) Affects Customers’ Intention to Use Social Commerce? A Dual-Stage Multi Group-SEM and ANN Analysis123 cited
  • 2022Addressing the conceptualization and measurement challenges of sustainability orientation: A systematic review and research agenda122 cited
  • 2020The effects of hotel green business practices on consumers’ loyalty intentions: an expanded multidimensional service model in the upscale segment102 cited
  • 2021Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness91 cited
  • 2021What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis87 cited
  • 2020Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry79 cited
  • 2021Business orientation and sustainable development: A systematic review of sustainability orientation literature and future research avenues78 cited
  • 2020Determinants of sustainable behavior of firms and the consequences for customer satisfaction in hospitality70 cited
  • 2020Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: application of Kano model through mixed methods68 cited
  • 2021Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing61 cited
  • 2022Predicting factors affecting the intention to use a 3PL during the COVID-19 pandemic: A machine learning ensemble approach56 cited
  • 2023Do Sustainable Consumers Have Sustainable Behaviors? An Empirical Study to Understand the Purchase of Food Products51 cited
  • 2022Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan48 cited