{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,28]],"date-time":"2026-04-28T13:33:56Z","timestamp":1777383236781,"version":"3.51.4"},"publisher-location":"Singapore","reference-count":26,"publisher":"Springer Nature Singapore","isbn-type":[{"value":"9789811697005","type":"print"},{"value":"9789811697012","type":"electronic"}],"license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022]]},"DOI":"10.1007\/978-981-16-9701-2_44","type":"book-chapter","created":{"date-parts":[[2022,5,27]],"date-time":"2022-05-27T11:04:27Z","timestamp":1653649467000},"page":"537-547","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":8,"title":["Business Intelligence Approach and Sentiment Analysis as a Management Strategy Applied to Study Customer Satisfaction in the Hospitality Sector"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3413-4897","authenticated-orcid":false,"given":"C\u00e9lia M. Q.","family":"Ramos","sequence":"first","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2022,5,28]]},"reference":[{"key":"44_CR1","doi-asserted-by":"crossref","unstructured":"Cuomo, M.T., Tortora, D., Foroudi, P., Giordano, A., Festa, G., Metallo, G.: Digital transformation and tourist experience co-design: big social data for planning cultural tourism. Technol Forecast Social Change 162, 120345 (2021)","DOI":"10.1016\/j.techfore.2020.120345"},{"issue":"4","key":"44_CR2","doi-asserted-by":"publisher","first-page":"91","DOI":"10.20878\/cshr.2019.25.4.010","volume":"25","author":"S Imtiaz","year":"2019","unstructured":"Imtiaz, S., Kim, D.J.: Digital transformation: development of new business models in the tourism industry. Culinary Sci. Hospital. Res. 25(4), 91\u2013101 (2019)","journal-title":"Culinary Sci. Hospital. Res."},{"issue":"2","key":"44_CR3","doi-asserted-by":"publisher","first-page":"139","DOI":"10.1108\/JTF-11-2018-0069","volume":"6","author":"C Nyanga","year":"2020","unstructured":"Nyanga, C., Pansiri, J., Chatibura, D.: Enhancing competitiveness in the tourism industry through the use of business intelligence: a literature review. J. Tourism Futures 6(2), 139\u2013215 (2020)","journal-title":"J. Tourism Futures"},{"issue":"4","key":"44_CR4","first-page":"198","volume":"3","author":"M Fuchs","year":"2014","unstructured":"Fuchs, M., Hopken, W., Lexhagen, M.: Big data analytics for knowledge generation in tourism destinations\u2014a case from Sweden. J. Destin. Mark. Manage. 3(4), 198\u2013209 (2014)","journal-title":"J. Destin. Mark. Manage."},{"issue":"2","key":"44_CR5","doi-asserted-by":"publisher","first-page":"101","DOI":"10.1007\/s40558-015-0023-2","volume":"15","author":"W Hopken","year":"2015","unstructured":"Hopken, W., Fuchs, M., Keil, D., Lexhagen, M.: Business intelligence for cross-process knowledge extraction at tourism destinations. Inf. Technol. Tourism 15(2), 101\u2013130 (2015)","journal-title":"Inf. Technol. Tourism"},{"issue":"6","key":"44_CR6","doi-asserted-by":"publisher","first-page":"673","DOI":"10.1016\/j.ijinfomgt.2017.06.004","volume":"37","author":"X Xu","year":"2017","unstructured":"Xu, X., Wang, X., Li, Y., Haghighi, M.: Business intelligence in online customer textual reviews: understanding consumer perceptions and influential factors. Int. J. Inf. Manage. 37(6), 673\u2013683 (2017)","journal-title":"Int. J. Inf. Manage."},{"issue":"1","key":"44_CR7","first-page":"1","volume":"25","author":"K Berezina","year":"2016","unstructured":"Berezina, K., Bilgihan, A., Cobanoglu, C., Okumus, F.: Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews. J. Hosp. Market. Manage. 25(1), 1\u201324 (2016)","journal-title":"J. Hosp. Market. Manage."},{"issue":"5","key":"44_CR8","first-page":"23","volume":"8","author":"D Foster","year":"1999","unstructured":"Foster, D.: Measuring customer satisfaction in the tourism industry. Quality Mag. 8(5), 23\u201329 (1999)","journal-title":"Quality Mag."},{"issue":"1","key":"44_CR9","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1108\/IJCHM-04-2015-0167","volume":"28","author":"A Pizam","year":"2016","unstructured":"Pizam, A., Shapoval, V., Ellis, T.: Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. Int. J. Contemp. Hosp. Manage. 28(1), 2\u201335 (2016)","journal-title":"Int. J. Contemp. Hosp. Manage."},{"issue":"1","key":"44_CR10","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1108\/IJCHM-10-2015-0594","volume":"29","author":"H Oh","year":"2017","unstructured":"Oh, H., Kim, K.: Customer satisfaction, service quality, and customer value: years 2000\u20132015. Int. J. Contemp. Hosp. Manage. 29(1), 2\u201329 (2017)","journal-title":"Int. J. Contemp. Hosp. Manage."},{"issue":"1","key":"44_CR11","first-page":"12","volume":"64","author":"A Parasuraman","year":"1988","unstructured":"Parasuraman, A., Zeithaml, V.A., Berry, L.L.: Servqual. J. Retail. 64(1), 12\u201340 (1988)","journal-title":"J. Retail."},{"issue":"1","key":"44_CR12","doi-asserted-by":"publisher","first-page":"109","DOI":"10.1016\/S0160-7383(02)00032-4","volume":"30","author":"M Khan","year":"2002","unstructured":"Khan, M.: ECOSERV: ecotourists\u2019 quality expectations. Ann. Tour. Res. 30(1), 109\u2013124 (2002)","journal-title":"Ann. Tour. Res."},{"issue":"2","key":"44_CR13","first-page":"135","volume":"57","author":"EH Ekiz","year":"2009","unstructured":"Ekiz, E.H., Bavik, A., Arasli, H.: RENTQUAL: a new measurement scale for car rental services. Tour. Manage. 57(2), 135\u2013153 (2009)","journal-title":"Tour. Manage."},{"issue":"1","key":"44_CR14","doi-asserted-by":"publisher","first-page":"69","DOI":"10.3727\/152599510X12724735767679","volume":"14","author":"A Tkaczynski","year":"2010","unstructured":"Tkaczynski, A., Stokes, R.: FESTPERF: a service quality measurement scale for festivals. Event Manage. 14(1), 69\u201382 (2010)","journal-title":"Event Manage."},{"key":"44_CR15","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1177\/002224299205600304","volume":"56","author":"JJ Cronin","year":"1992","unstructured":"Cronin, J.J., Taylor, S.A.: Measuring service quality: a reexamination and extension. J. Mark. 56, 55\u201368 (1992)","journal-title":"J. Mark."},{"issue":"1","key":"44_CR16","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1016\/S0261-5177(97)00094-0","volume":"19","author":"J Tribe","year":"1998","unstructured":"Tribe, J., Snaith, T.: From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism Manage. 19(1), 25\u201334 (1998)","journal-title":"Tourism Manage."},{"issue":"5","key":"44_CR17","doi-asserted-by":"publisher","first-page":"842","DOI":"10.1016\/j.tourman.2005.05.008","volume":"27","author":"TH Truong","year":"2006","unstructured":"Truong, T.H., Foster, D.: Using HOLSAT to evaluate tourist satisfaction at destinations: the case of Australian holidaymakers in Vietnam. Tour. Manage. 27(5), 842\u2013855 (2006)","journal-title":"Tour. Manage."},{"issue":"4","key":"44_CR18","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1108\/EUM0000000004784","volume":"18","author":"C Gronroos","year":"1984","unstructured":"Gronroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36\u201344 (1984)","journal-title":"Eur. J. Mark."},{"issue":"2","key":"44_CR19","doi-asserted-by":"publisher","first-page":"83","DOI":"10.1016\/0278-4319(87)90020-X","volume":"6","author":"RC Lewis","year":"1987","unstructured":"Lewis, R.C.: The measurement of gaps in the quality of hotel services. Int. J. Hosp. Manage. 6(2), 83\u201388 (1987)","journal-title":"Int. J. Hosp. Manage."},{"issue":"7","key":"44_CR20","doi-asserted-by":"publisher","first-page":"326","DOI":"10.1108\/09596119910293231","volume":"11","author":"A Pizam","year":"1999","unstructured":"Pizam, A., Ellis, T.: Customer satisfaction and its measurement in hospitality enterprises. Int. J. Contemp. Hosp. Manage. 11(7), 326\u2013339 (1999)","journal-title":"Int. J. Contemp. Hosp. Manage."},{"issue":"4","key":"44_CR21","doi-asserted-by":"publisher","first-page":"15323","DOI":"10.1108\/IJCHM-03-2019-0280","volume":"32","author":"S Moro","year":"2019","unstructured":"Moro, S., Esmerado, J., Ramos, P., Alturas, B.: Evaluating a guest satisfaction model through data mining. Int. J. Contemp. Hosp. Manage. 32(4), 15323\u201321538 (2019)","journal-title":"Int. J. Contemp. Hosp. Manage."},{"key":"44_CR22","doi-asserted-by":"publisher","first-page":"351","DOI":"10.1007\/s40558-021-00207-4","volume":"23","author":"V Vargas-Calder\u00f3n","year":"2021","unstructured":"Vargas-Calder\u00f3n, V., Ochoa, A.M., Nieto, G.Y.C., Camargo, J.E.: Machine learning for assessing quality of service in the hospitality sector based on customer reviews. Inf. Technol. Tourism 23, 351\u2013379 (2021)","journal-title":"Inf. Technol. Tourism"},{"key":"44_CR23","doi-asserted-by":"publisher","first-page":"499","DOI":"10.1016\/j.jbusres.2018.12.051","volume":"101","author":"MJ S\u00e1nchez-Franco","year":"2019","unstructured":"S\u00e1nchez-Franco, M.J., Navarro-Garc\u00eda, A., Rond\u00e1n-Catalu\u00f1a, F.J.: A naive Bayes strategy for classifying customer satisfaction: a study based on online reviews of hospitality services. J. Bus. Res. 101, 499\u2013506 (2019)","journal-title":"J. Bus. Res."},{"key":"44_CR24","doi-asserted-by":"crossref","unstructured":"Shamim, S., Yang, Y., Zia, N.U., Shah, M.H.: Big data management capabilities in the hospitality sector: Service innovation and customer generated online quality ratings. Comput. Human Behav. 121, 106777 (2021)","DOI":"10.1016\/j.chb.2021.106777"},{"key":"44_CR25","doi-asserted-by":"crossref","unstructured":"Jain, P.K., Pamula, R., Srivastava, G.: A systematic literature review on machine learning applications for consumer sentiment analysis using online reviews. Comput. Sci. Rev. 41, 100413 (2021)","DOI":"10.1016\/j.cosrev.2021.100413"},{"issue":"1","key":"44_CR26","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s13278-017-0474-x","volume":"7","author":"M El-Masri","year":"2017","unstructured":"El-Masri, M., Altrabsheh, N., Mansour, H.: Successes and challenges of Arabic sentiment analysis research: a literature review. Soc. Netw. Anal. Min. 7(1), 1\u201322 (2017)","journal-title":"Soc. Netw. Anal. Min."}],"container-title":["Smart Innovation, Systems and Technologies","Advances in Tourism, Technology and Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-981-16-9701-2_44","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,27]],"date-time":"2022-05-27T11:15:58Z","timestamp":1653650158000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-981-16-9701-2_44"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"ISBN":["9789811697005","9789811697012"],"references-count":26,"URL":"https:\/\/doi.org\/10.1007\/978-981-16-9701-2_44","relation":{},"ISSN":["2190-3018","2190-3026"],"issn-type":[{"value":"2190-3018","type":"print"},{"value":"2190-3026","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022]]},"assertion":[{"value":"28 May 2022","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}}]}}