"The use of data analytics like eWOM and web scraping to understand consumer's reactions to hotel sustainable practices..."
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Customer service in tourism
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Scoop.it!
"From avocado toasts and pumpkin spice lattes to pricey Yeezys and international vacations, Millennials and their 200 billion-dollar buying power have a great deal of influence over the economy. CTO of AQUA Intelligence explores the changing Millennial mindset ..." 
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Scoop.it!
"What factors do consumers consider when they’re in the midst of booking their next leisure travel plans? SmarterHQ, a leading personalization platform, can confidently tell the travel and hospitality industry that loyalty programs are not one of them ..."
Scoop.it!
"When it comes to choosing where to travel and stay on their journey, many consumers are looking to social influencers for aspirational recommendations. That's according to the findings of a recent global study by Oracle auditing consumer perceptions and hospitality brand realities of loyalty programs and influences ..."
Leona Ungerer's insight:
This post relates to section 16.3: Customer loyalty and section 16.4: Customer trust. It also is evident from the post that businesses should not make assumptions about customers' preferences (e.g., about loyalty programmes), but rather ask them about their preferences or undertake customer research. See also that travelers rely on information that they obtain through word-of-mouth in making their decisions.
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