Exploring serial patterns in negative hotel reviews
This study examines the dynamics of negative customer reviews in the hospitality industry. Drawing on a dataset of 80,521 negative hotel reviews from Booking.com, we identify eleven serially correlated aspects of customer experience where current customer complaints predict future ones. These patter...
| Published in: | Annals of Tourism Research Empirical Insights |
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| Main Authors: | , , , |
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2025-11-01
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| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2666957925000345 |