Perception of customer satisfaction and complaints based on BERTopic and interpretable machine learning: evidence from hotels in Xi’an-Reference-Cited by-同舟云学术

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Perception of customer satisfaction and complaints based on BERTopic and interpretable machine learning: evidence from hotels in Xi’an

Published:2024-08-13 Issue: Volume: Page:1-23
ISSN:1368-3500
Container-title:Current Issues in Tourism
language:en
Short-container-title:Current Issues in Tourism

Author:

Zhang Jinyu¹,Du Zongjuan¹,Sun Shaolong¹,Wang Shouyang²³

Affiliation:

1. School of Management, Xi’an Jiaotong University, Xi’an, People’s Republic of China

2. Academy of Mathematics and Systems Science, Chinese Academy of Sciences, Beijing, People’s Republic of China

3. School of Entrepreneurship and Management, Shanghai Tech University, Shanghai, People’s Republic of China

Funder

Shaanxi Provincial Innovation Capability Support Program

National Natural Science Foundation of China

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/13683500.2024.2389308

Reference55 articles.

1. Sharing Your Assets: A Holistic Review of Sharing Economy

2. Explainable Artificial Intelligence (XAI): Concepts, taxonomies, opportunities and challenges toward responsible AI

3. A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction

4. Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews

5. Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews

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