Measuring employee-tourist encounter experience value: A big data analytics approach

作者：

Highlights：

• Tests a conceptual model of experience value in tourist-employee encounters.

• Text analytics approach using combined conceptual dictionaries and big data.

• The five concepts significantly determine hotel customer satisfaction outcomes.

• Approach provides low cost solution for continuous measurement from reviews.

摘要

•Tests a conceptual model of experience value in tourist-employee encounters.•Text analytics approach using combined conceptual dictionaries and big data.•The five concepts significantly determine hotel customer satisfaction outcomes.•Approach provides low cost solution for continuous measurement from reviews.

论文关键词：Employee-tourist encounter,Model,Big data analytics,Dictionary,Text analytics

论文评审过程：Received 20 January 2020, Revised 11 April 2020, Accepted 11 April 2020, Available online 15 April 2020, Version of Record 20 April 2020.

论文官网地址：https://doi.org/10.1016/j.eswa.2020.113450