USING INFORMATION MINED FROM ONLINE REVIEWS TO DEVELOP CUSTOMIZED SERVICES: A STUDY IN HOSPITALITY
Authors
Pinelopi Athanasopoulou, University of Peloponnese, Greece
Apostolos Giovanis, University of West Attica, Greece
Emmanouil Choustoulakis, University of Peloponnese, Greece
Dimitrios Papakyriakopoulos, University of West Attica, Greece
Summary of Conference Paper
The rapidly changing market environment makes it imperative for businesses to follow customer needs closely and respond quickly to any changes. Also, researchers agree that firms can understand customer needs better by using data provided from online reviews in their product or service development efforts. The purpose of this study is to use information mined from online reviews to develop a guide for hotel managers on how to customize services according to the preferences of different customer segments. A total of around 250.000 online reviews for 3-, 4-, and 5-star hotels in Greece for the last 2 years on Booking.com are analysed using LDA, and PRCA. Results are expected to show which hotel service attributes are more important for different types of customers and help managers customize their service offer and maximise satisfaction.
Read the full-text of the paper:
Athanasopoulou, P., Giovanis, N.A., Choustoulakis, E., and Papakyriakopoulos, D. (2025) Using information mined from online reviews to develop customized services: a study in hospitality. Proceedings of the International Product Development Management Conference (IPDMC), Porto, Portugal, 11-13/06/25.
How to cite this paper in several common academic styles:
APA Style (7th Edition) Athanasopoulou, P., Giovanis, N. A., Choustoulakis, E., & Papakyriakopoulos, D. (2025, June 11–13). Using information mined from online reviews to develop customized services: A study in hospitality [Paper presentation]. Proceedings of the International Product Development Management Conference (IPDMC), Porto, Portugal.
MLA Style (9th Edition) Athanasopoulou, Pinelopi, et al. “Using Information Mined from Online Reviews to Develop Customized Services: A Study in Hospitality.” Proceedings of the International Product Development Management Conference (IPDMC), 11–13 June 2025, Porto, Portugal.
Chicago Style (17th Edition – Notes and Bibliography) Athanasopoulou, Pinelopi, N. A. Giovanis, Emmanouil Choustoulakis, and Dimitris Papakyriakopoulos. “Using Information Mined from Online Reviews to Develop Customized Services: A Study in Hospitality.” Paper presented at the International Product Development Management Conference (IPDMC), Porto, Portugal, June 11–13, 2025.
Harvard Style Athanasopoulou, P., Giovanis, N.A., Choustoulakis, E. and Papakyriakopoulos, D. (2025) ‘Using information mined from online reviews to develop customized services: a study in hospitality’, Proceedings of the International Product Development Management Conference (IPDMC). Porto, Portugal, 11–13 June.
IEEE Style P. Athanasopoulou, N. A. Giovanis, E. Choustoulakis, and D. Papakyriakopoulos, “Using information mined from online reviews to develop customized services: a study in hospitality,” in Proc. Int. Product Development Management Conf. (IPDMC), Porto, Portugal, June 11–13, 2025.