ASSYMETRIC EFFECTS OF SERVICE ATTRIBUTES ON TRAVELER SATISFACTION WITH SEMI-SUPERVISED TOPIC MODELLING
Authors
Dimitris Papakyriakopoulos, University of West Attica, Greece
Apostolos Giovanis, University of West Attica, Greece
Pinelopi Athanasopoulou, Sport Organization and Management, University of Peloponnese, Sparta, Greece
Summary of the Conference Paper
Understanding the factors that drive traveler satisfaction is vital for the hospitality industry to maintain a competitive advantage. While traditional models often assume a linear, symmetrical relationship between service attributes and satisfaction, recent research highlights the existence of asymmetric effects, where specific attributes may disproportionately influence guest perceptions. This study explores these asymmetric relationships by utilizing text-mined data from online hotel reviews. Employing a data-driven methodology, the research utilizes Seeded Latent Dirichlet Allocation (SLDA) – a semi-supervised topic modeling approach – to extract service attributes and map them into nine predefined categories: location, personnel, food, cleanliness, comfort, facilities, room, price, and service processes. These findings are further analyzed using Penalty-Reward Contrast Analysis (PRCA) to quantify the asymmetric impact of each attribute. The methodology was applied to a dataset of reviews collected from Booking.com, covering three-star and higher-rated hotels across six Greek destinations over a three-year period. By combining advanced topic modeling with established service marketing models, this work provides managers with a tool to prioritize resource allocation and implement targeted corrective actions based on the three-factor theory of customer satisfaction.
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How to cite this paper in several common academic styles:
APA (7th Edition)
Papakyriakopoulos, D., Giovanis, N. A., & Athanasopoulou, P. (2025, June 13–14). Asymmetric effects of service attributes on traveler satisfaction with semi-supervised topic modelling [Paper presentation]. Proceedings of the LMDE2025 Conference, Athens, Greece (pp. 271–275).
MLA (9th Edition)
Papakyriakopoulos, Dimitris, N. A. Giovanis, and Pinelopi Athanasopoulou. “Asymmetric Effects of Service Attributes on Traveler Satisfaction with Semi-Supervised Topic Modelling.” Proceedings of the LMDE2025 Conference, 13–14 June 2025, Athens, pp. 271-275.
Chicago (Notes and Bibliography, 17th Edition)
Papakyriakopoulos, Dimitris, N. A. Giovanis, and Pinelopi Athanasopoulou. “Asymmetric Effects of Service Attributes on Traveler Satisfaction with Semi-Supervised Topic Modelling.” In Proceedings of the LMDE2025 Conference, 271–275. Athens, June 13–14, 2025.
Harvard
Papakyriakopoulos, D., Giovanis, N.A. and Athanasopoulou, P. (2025) ‘Asymmetric effects of service attributes on traveler satisfaction with semi-supervised topic modelling’, Proceedings of the LMDE2025 Conference. Athens, 13–14 June, pp. 271–275.
IEEE
D. Papakyriakopoulos, N. A. Giovanis, and P. Athanasopoulou, “Asymmetric effects of service attributes on traveler satisfaction with semi-supervised topic modelling,” in Proc. LMDE2025 Conf., Athens, June 13–14, 2025, pp. 271–275.