Throughout the evolution of the research project titled “Using Customer Generated Content (CGC) for Customizing the Service Mix and Maximizing Customer Satisfaction: An Empirical Study in Hotels,” a series of scientific publications have been produced, contributing to both academic literature and practical applications in the hospitality industry. These publications explore the dynamic role of CGC—such as online reviews, ratings, and social media feedback—in shaping personalized service offerings and enhancing customer experiences in hotel environments. Emphasis is placed on data-driven methodologies, sentiment analysis, and machine learning techniques to extract actionable insights from CGC. Peer-reviewed articles have been disseminated in leading journals of hospitality management, marketing, and information systems, while findings have also been presented at international conferences, stimulating dialogue on the integration of digital feedback mechanisms into service innovation strategies. These publications underscore the transformative potential of CGC in redefining service customization and customer-centric approaches in the hotel sector.
1. Athanasopoulou, P., Giovanis, N.A., Gdonteli, K., and Choustoulakis, E. (2024) Satisfying hotel customers according to their culture: an analysis of online reviews. In: Vrontis, D, Weber, Y. and Tsoukatos, E. (eds), Global Business Transformation in a turbulent era. 17th Annual Conference of the Euromed Academy of Business, Pisa, Italy, 11-13/09/2024, pp. 1073-1075. Euromed Press, ISBN: 978-9925-628-01-8.
2. Giovanis, N.A., Athanasopoulou, P., Papakyriakopoulos, D. and Choustoulakis, E. (2024) The asymmetric effects of multi-attributes extracted from online reviews on hotel ratings: the role of culture. In: Vrontis, D, Weber, Y. and Tsoukatos, E. (eds), Global Business Transformation in a turbulent era. 17th Annual Conference of the Euromed Academy of Business, Pisa, Italy, 11-13/09/2024, pp. 284-290. Euromed Press, ISBN: 978-9925-628-01-8.
3. Giovanis, N.A., & Athanasopoulou, P. (2025) Asymmetric Effects of User Generated Multi-Attribute Evaluation on Hotel Online Ratings: Do They Vary Among Cultures? Proceedings of 26th International Marketing Trends Conference, Venice, Italy (23-25/01/25), ed. Alberto Pastore, Julien Schmitt, Julio Jimenez, Klaus-Peter Wiedmann, Paris-Venice Marketing Trends Association.
4. Athanasopoulou, P., Giovanis, N.A., Papakyriakopoulos, D., and Gdonteli, K. (2025) The role of type of customer and hotel star rating in the effect of hotel service attributes on customer satisfaction: evidence from online reviews. Proceedings of the International Conference on Hospitality Management (ICHOMA – 25), 12- 13/02/2025, Dubai, UAE.
5. 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.
6. Athanasopoulou, P., Giovanis, N.A., Papakyriakopoulos, D., and Choustoulakis, E. (2025). Where are you from and how are you satisfied? Asymmetric effects of service attributes on customer satisfaction and the moderating effect of culture. Proceedings of the Global Marketing Conference (GMC), Hong Kong, 24-27/07/25.
7. Choustoulakis, E., Athanasopoulou, P., Giovanis, A. (2025). Revisiting Digital Trust in Hospitality: A Conceptual Framework of Customer Generated Content and Online Booking Behavior, IACuDiT 2025 Conference Proceedings, Corfu, Greece, 04-06/09/2025.
8. Giovanis, N.A., Athanasopoulou, P., Papakyriakopoulos, D., Choustoulakis, E. and Gdonteli, K. (2025). The Impact of Online Complaining Behavior on Hotels’ Overall Rating Using Online Reviews: A Comparative Study of Asian and Non-Asian Customers. Proceedings of the 53rd EBES Conference, Vol.1, p.713-717, Madrid, 16-18/10/2025.
9. Papakyriakopoulos, D., Giovanis, N.A., Athanasopoulou, P. (2025). Assymetric Effects of Service Attributes on Traveler Satisfaction with Semi-Supervised Topic Modelling, Proceedings of the LMDE2025 Conference, p.271-275, Athens, 13-14/06/2025.
Furthermore, the following journal publication was developed from the conference we took part in Dubai in the Journal of Information Systems Engineering and Management.
10. Athanasopoulou, P., Giovanis, N.A., Papakyriakoulos, D., Gdonteli, K, and Choustoulakis, M. (2025). The role of traveler type and hotel star rating in the effect of hotel service attributes on customer satisfaction. Journal of Information Systems Engineering and Management (JISEM), 10(34s), 413-421. https://doi.org/10.52783/jisem.v10i34s.5817
