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Exploring serial patterns in negative hotel reviews
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DOI：10.1016/j.annale.2025.100199.png)
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Abstract
En 中文
• Explore serial correlation in negative reviews using structural topic modeling. • Analyze 80,521 negative reviews from six European cities over 25 months. • Identify 11 customer experience areas where complaints predict future issues. • Offer insights to improve customer experience and prioritize managerial actions.
Keywords:
Customer experience
Negative online reviews
Structural topic model
Serial correlation
Hospitality industry
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216
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