Connected but not delighted

Published: 26 August 2026| Version 1 | DOI: 10.17632/93j4s5fr96.1
Contributor:
Sinh Hoang

Description

This replication package contains data and code for the study "Connected but not delighted: asymmetric rating consequences of digital touchpoint success and failure in Vietnamese hotels." It includes 419,056 anonymized guest reviews from 1,639 Vietnamese hotels with 60 derived variables, hand-adjudicated validation samples, and a complete Python analysis pipeline for reproducing all tables, figures, and statistical findings. Digital touchpoints are measured through text analysis of review mentions (connectivity, digital transactions, contactless processes, smart rooms, digital communication). The study uses cumulative-link models to examine asymmetric effects of digital success and failure on guest ratings.

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Categories

Hospitality, Consumer Behavior, Tourism Management, Vietnam, Hotel Management, Hotel Service Quality

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