Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels

Ahani, Ali; Nilashi, Mehrbakhsh; Yadegaridehkordi, Elaheh; Sanzogni, Louis; Rashid, Tarik A.; Knox, Kathy; Samad, Sarminah; Ibrahim, Othman

doi:10.1016/j.jretconser.2019.06.014

Cited by 175 publications

(110 citation statements)

References 106 publications

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“…Multi-Criteria Decision Making (MCDM) techniques have been widely used in the previous literature for decision-making problems [79][80][81][82][83]. Fuzzy AHP is one of the most well-known MCDM methods that manages uncertainty and vagueness in criteria and decision-making problems, and it can be flexible and easy to utilize [84,85].…”

Section: Fuzzy Ahpmentioning

confidence: 99%

Decision to Adopt Neuromarketing Techniques for Sustainable Product Marketing: A Fuzzy Decision-Making Approach

et al. 2020

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Sustainable products and their marketing have played a crucial role in developing more sustainable consumption patterns and solutions for socio-ecological problems. They have been demonstrated to significantly decrease social consumption problems. Neuromarketing has recently gained considerable popularity and helped companies generate deeper insights into consumer behavior. It has provided new ways of conceptualizing consumer behavior and decision making. Thus, this research aims to investigate the factors influencing managers’ decisions to adopt neuromarketing techniques in sustainable product marketing using the fuzzy analytic hierarchy process (AHP) approach. Symmetric triangular fuzzy numbers were used to indicate the relative strength of the elements in the hierarchy. Data were collected from the marketing managers of several companies who have experience with sustainable product marketing through online shopping platforms. The results revealed that the accuracy and bias of neuromarketing techniques have been the main critical factors for managers to select neuromarketing in their business for advertising and branding purposes. This research provides important results on the use of neuromarketing techniques for sustainable product marketing, as well as their limitations and implications, and it also presents useful information on the factors impacting business managers’ decision making in adopting neuroscience techniques for sustainable product development and marketing.

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Section: Fuzzy Ahpmentioning

confidence: 99%

Decision to Adopt Neuromarketing Techniques for Sustainable Product Marketing: A Fuzzy Decision-Making Approach

et al. 2020

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“…For instance, to discover a product or service's improvement priorities and allocate limited resources reasonably, Wu et al proposed a novel method based on dynamic importance-performance analysis [28]. Ahani et al took hotels in the Canary Islands as an example and used self-organizing map (SOM) and TOPSIS to determine travelers' preferences and satisfaction [29]. Using technologies such as LDA, Bi et al extracted important product or service attributes that customers cared about and performed an IPA based on online reviews [30].…”

Section: Introductionmentioning

confidence: 99%

Revealing Customer Satisfaction With Hotels Through Multi-Site Online Reviews: A Method Based on the Evidence Theory

Cao

2020

IEEE Access

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“…Embora algumas pesquisas recentes tenham estudado as avaliações de clientes no ambiente online (i.e. : Ahani et al, 2019;, as pesquisas relacionadas a SDRO ainda estão em estágios iniciais . Ainda, pesquisas feitas no passado consideram as reclamações do cliente meramente como boca-a-boca eletrônico, e não parte do processo de recuperação do serviço .…”

Section: Introductionunclassified

“…Ainda, pesquisas feitas no passado consideram as reclamações do cliente meramente como boca-a-boca eletrônico, e não parte do processo de recuperação do serviço . Assim, são demandados estudos em relação às formas de recuperação de avaliações negativas, especialmente sobre o impacto da recuperação em terceiros (Ahani et al, 2019;.…”

Section: Introductionunclassified

“…A literatura mostra que existe correlação entre as respostas dadas aos clientes e o desempenho das empresas . Todavia, não se sabe como o tipo de recuperação do serviço em SDRO afeta a satisfação e comportamento dos clientes que observam a recuperação (Ahani et al, 2019). Desta forma, esse estudo teve como objetivo investigar o impacto das diferentes percepções de justiça na confiança, intenção…”

Section: Introductionunclassified

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Recuperação de serviço no delivery de refeições online: o processo e seus efeitos nas atitudes de observadores

Filho¹

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The objective of this dissertation is to analyze the service recovery processes in the online food delivery (OFD) service and its effects on the attitudes of observers. The OFD service is a recent business model enabled by the advance of technology, notably the dissemination of smartphones and expanded access to internet. It has deeply changed the food industry, as it allows people to buy and consume meal without going to the restaurants. Moreover, it expands the customers' base and sales of those restaurants, maximizing the use of its production capacity. As any services delivery, the enterprises in the field of OFD are subject to fail with customers. To mitigate these failures, enterprises promote the service recovery, i.e., actions developed to recover the satisfaction, attitudes and positive behaviors of customers. As this business model is unique, the recovery processes used by enterprises in the SDRO and their efficacy remain unknown. In addition, as recovery in the online ambient may be public, it demands studies about how service recovery affects the potential customers of that enterprise. Therefore, in order to fulfill the proposed objective, four studies were prepared: (i) a review of the literature on service recovery and justice theory, which is largely used in the investigation of this topic; (2) a qualitative study to identify potential failures in the OFD services, using the video capture as method; (3) Another qualitative study that, based on interviews with restaurant managers, investigated how these enterprises recover services; and finally, (4) a quantitative study that verified how the perception of three dimensions of justice affect the attitude of observers of the services recovery. Among the main results, this dissertation shows that although restaurants develop several actions to recover services, many of these are inefficacious and do not promote customers' satisfaction. It also showed that the perception by customers of high levels of distributive, interpersonal and procedural justice in relation to the recovery promoted by the restaurant leads to increased trust and intention to purchase, and reduced intention of negative word of mouth advertising. Theoretical and managerial contributions, as well as the agenda for further research, are discussed by the end of each chapter and in the final remarks of this work.

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Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels

Cited by 175 publications

References 106 publications

Decision to Adopt Neuromarketing Techniques for Sustainable Product Marketing: A Fuzzy Decision-Making Approach

Decision to Adopt Neuromarketing Techniques for Sustainable Product Marketing: A Fuzzy Decision-Making Approach

Revealing Customer Satisfaction With Hotels Through Multi-Site Online Reviews: A Method Based on the Evidence Theory

Recuperação de serviço no delivery de refeições online: o processo e seus efeitos nas atitudes de observadores

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