Figure 1.
Figure 2.
Figure 3.
Figure 4.
Figure 5.
Most-published authors
| S. No. | Author | Affiliation | Number of publications |
|---|---|---|---|
| 1 | Xu Xun | Department of Management, Operations, and Marketing, California State University, Turlock, CA, USA | 13 |
| 2 | Law Rob | Hong Kong Polytechnic University, Kowloon, Hong Kong SAR, China | 9 |
| 3 | Rita Pablo | ISCTE-IUL, Business Research Unit (BRU-IUL), Lisbon, Portugal | 9 |
| 4 | Li Hengyun | School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong SAR, China | 8 |
| 5 | Li Yong-Hai | Department of E-commerce, Henan University of Technology, Zhengzhou, China | 7 |
| 6 | Nilashi, Mehrbakhsh | Centre for Global Sustainability Studies (CGSS), Universiti Sains Malaysia, 11800, USM Penang, Malaysia | 7 |
| 7 | Borghi Matteo | Henley Business School, University of Reading, Greenlands, Henley on Thames, Oxfordshire, UK | 6 |
| 8 | Brochado Ana | SCTE-IUL, University Institute of Lisbon, Centre for Socioeconomic and Territorial Studies (DINÂMIA’CET — IUL) & Business Research Unit (BRU-IUL), Lisbon, Portugal | 6 |
| 9 | Chatterjee Swagato | IIT Kharagpur, Kharagpur, West Bengal, India | 6 |
| 10 | Kim Hak-Seon | School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan, South Korea | 6 |
| 11 | Mariani Marcello | Henley Business School, University of Reading Greenlands, Henley on Thames Oxfordshire, UK | 6 |
| 12 | Moro Sérgio | University Institute of Lisbon (ISCTE-IUL), ISTAR-IUL, Lisbon, Portugal | 6 |
| 13 | Samad Sarminah | Department of Business Administration, Collage of Business and Administration, Princess Nourah Bint Abdulrahman University, Saudi Arabia | 6 |
| 14 | Bala, Pradip Kumar | Indian Institute of Management Ranchi, Suchana Bhawan, 5th Floor, Audrey House Campus, Meur's Road, Ranchi, Jharkhand, India | 5 |
| 15 | Gao Baojun | Economics and Management School, Wuhan University, Wuhan, China | 5 |
| 16 | Ray Arghya | Indian Institute of Management Ranchi, Suchana Bhawan, 5th Floor, Audrey House Campus, Meur's Road, Ranchi, Jharkhand, India | 5 |
| 17 | Teichert Thorsten | Marketing and Innovation, Faculty of Business, Economics and Social Sciences, University of Hamburg, Hamburg, Germany | 5 |
| 18 | Ye Qiang | Harbin Institute of Technology, China | 5 |
Service industries targeted in the articles
| Industry | Number of articles |
|---|---|
| Tourism (hotels; hostels; rental services; bed and breakfast) | 293 |
| Restaurant | 53 |
| Transport (airlines; public transport) | 37 |
| Other (different) | 37 |
| Healthcare | 28 |
| Airport services | 8 |
| Banking services | 3 |
| Convenience stores, shops, retail | 3 |
| Logistics and supply chain | 3 |
| Audiobook, film streaming | 2 |
| Education | 2 |
| Escort services | 2 |
| Fitness | 2 |
| Public libraries | 2 |
| Air pollution protecting | 1 |
| Circular services | 1 |
| Convention centres | 1 |
| Crowdsourcing | 1 |
| Digital gaming | 1 |
| Insurance | 1 |
| Interpreting services | 1 |
| IT services | 1 |
| Self-services electronic vehicles | 1 |
| Telecommunication | 1 |
Citation clusters by country
| Cluster 1 | Cluster 2 | Cluster 3 | Cluster 4 | Cluster 5 |
|---|---|---|---|---|
| Austria | Czechia | China | Australia | Belgium |
| Costa Rica | France | Hong Kong | Germany | Canada |
| Finland | Iraq | India | Poland | Israel |
| Iceland | Ireland | Japan | Portugal | Qatar |
| Iran | Malaysia | Morocco | Sweden | Russian Federation |
| Italy | Saudi Arabia | Puerto Rico | Switzerland | USA |
| Malta | Spain | Singapore | United Arab Emirates | |
| Netherlands | Tunisia | South Korea | ||
| Norway | Turkey | |||
| Taiwan | ||||
| UK | ||||
| Vietnam | ||||
Journals most often publishing articles reporting findings of services research using UGC
| Journal | 2012 | 2013 | 2014 | 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | Total | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Sustainability (Switzerland) | 2 | 8 | 11 | 5 | 14 | 40 | |||||||
| International Journal of Hospitality Management | 1 | 1 | 4 | 1 | 3 | 12 | 6 | 6 | 34 | ||||
| International Journal of Contemporary Hospitality Management | 1 | 1 | 3 | 2 | 2 | 5 | 6 | 9 | 29 | ||||
| Tourism Management | 1 | 1 | 5 | 3 | 4 | 3 | 2 | 4 | 23 | ||||
| Decision Support Systems | 1 | 2 | 2 | 2 | 3 | 10 | |||||||
| Journal of Hospitality and Tourism Technology | 1 | 1 | 1 | 2 | 2 | 1 | 8 | ||||||
| Journal of Business Research | 2 | 2 | 3 | 1 | 8 | ||||||||
| Journal of Retailing and Consumer Services | 3 | 2 | 1 | 1 | 7 | ||||||||
| Electronic Commerce Research and Applications | 1 | 1 | 1 | 1 | 3 | 7 | |||||||
| International Journal of Culture, Tourism, and Hospitality Research | 1 | 1 | 2 | 2 | 1 | 7 | |||||||
| Journal of Hospitality and Tourism Management | 4 | 1 | 2 | 7 | |||||||||
| Tourism Management Perspectives | 1 | 1 | 1 | 2 | 2 | 7 | |||||||
| Journal of Hospitality Marketing and Management | 2 | 1 | 1 | 2 | 6 | ||||||||
| Journal of Travel Research | 1 | 1 | 2 | 2 | 6 | ||||||||
| Current Issues in Tourism | 3 | 1 | 2 | 6 | |||||||||
| Industrial Management and Data Systems | 1 | 4 | 5 | ||||||||||
| International Journal of Information Management | 1 | 1 | 1 | 1 | 1 | 5 | |||||||
| Journal of Quality Assurance in Hospitality and Tourism | 2 | 1 | 2 | 5 | |||||||||
Number of articles by country represented by authors
| Country | Number of publications |
|---|---|
| USA | 162 |
| China | 103 |
| UK | 42 |
| India | 34 |
| South Korea | 22 |
| Hong Kong | 21 |
| Taiwan | 21 |
| Germany | 17 |
| Canada | 14 |
| Australia | 13 |
| France | 12 |
| Italy | 11 |
| Spain | 11 |
| Malaysia | 9 |
| Singapore | 9 |
| Netherlands | 5 |
| Portugal | 5 |
Keywords clusters
| Cluster 1 — Customer satisfaction | Cluster 2 — SM analysis | ||||||
| Keywords | Links | Total link strength | Occurrences | Keywords | Links | Total link strength | Occurrences |
| Airline industry | 31 | 42 | 9 | Consumer behaviour | 21 | 28 | 5 |
| Artificial intelligence | 28 | 38 | 9 | Customer engagement | 13 | 16 | 5 |
| Big data | 55 | 102 | 17 | Decision-making | 37 | 70 | 14 |
| Competitiveness | 28 | 32 | 5 | Electronic commerce | 25 | 39 | 9 |
| Customer experience | 30 | 56 | 8 | Empirical analysis | 15 | 17 | 5 |
| Customer satisfaction | 68 | 197 | 47 | Hospitals | 17 | 22 | 5 |
| Detection method | 26 | 30 | 5 | Hotels | 33 | 79 | 17 |
| Hospitality industry | 55 | 95 | 17 | Human | 22 | 38 | 10 |
| Life satisfaction | 40 | 74 | 9 | Information systems | 6 | 8 | 5 |
| Literature review | 51 | 98 | 13 | Sales | 44 | 113 | 19 |
| Marketing | 45 | 68 | 12 | Service provider | 15 | 22 | 5 |
| Natural language processing | 14 | 17 | 5 | Social media | 72 | 178 | 43 |
| Network analysis | 32 | 47 | 6 | Social networking (online) | 34 | 74 | 16 |
| Online review | 67 | 166 | 45 | Text mining | 75 | 241 | 65 |
| Perception | 63 | 144 | 24 | 11 | 14 | 5 | |
| Performance assessment | 28 | 33 | 6 | ||||
| Profitability | 15 | 17 | 5 | ||||
| Psychology | 29 | 51 | 7 | ||||
| Qualitative analysis | 32 | 42 | 7 | ||||
| Questionnaire survey | 35 | 53 | 8 | ||||
| Regression analysis | 28 | 42 | 7 | ||||
| Restaurant | 18 | 22 | 8 | ||||
| Semantic network analysis | 33 | 63 | 8 | ||||
| Service sector | 35 | 49 | 11 | ||||
| Strategic approach | 23 | 31 | 5 | ||||
| Sustainability | 31 | 45 | 7 | ||||
| Sustainable development | 40 | 68 | 10 | ||||
| World Wide Web | 50 | 85 | 13 | ||||
| Cluster 3 — Services quality | Cluster 4 — Tourist destinations and companies management | ||||||
| Keywords | Links | Total link strength | Occurrences | Keywords | Links | Total link strength | Occurrences |
| China | 46 | 76 | 13 | Airbnb | 36 | 65 | 16 |
| Consumption behaviour | 49 | 90 | 14 | Culture | 21 | 25 | 8 |
| COVID-19 | 21 | 33 | 9 | Hospitality | 16 | 20 | 8 |
| Data set | 31 | 46 | 6 | Hotel attributes | 13 | 19 | 5 |
| Deep learning | 18 | 28 | 7 | Netnography | 15 | 18 | 6 |
| Latent Dirichlet allocation | 37 | 64 | 14 | Portugal | 18 | 23 | 6 |
| Machine learning | 56 | 114 | 26 | Satisfaction | 47 | 75 | 20 |
| Numerical model | 37 | 53 | 9 | Topic modelling | 13 | 17 | 6 |
| Peer-to-peer accommodation | 24 | 32 | 5 | Tourism | 49 | 102 | 24 |
| Quality control | 29 | 55 | 8 | Tourism development | 23 | 28 | 6 |
| Quality of service | 26 | 44 | 6 | Tourism management | 34 | 58 | 13 |
| Service quality | 81 | 266 | 58 | Tourism market | 21 | 29 | 5 |
| Servqual | 19 | 28 | 6 | Tourist behaviour | 44 | 95 | 17 |
| Sharing economy | 39 | 75 | 17 | Tourist destination | 37 | 64 | 12 |
| Social network | 21 | 23 | 5 | Travel behaviour | 38 | 71 | 13 |
| Statistics | 23 | 31 | 5 | ||||
| Text analytics | 28 | 41 | 11 | ||||
| Topic model | 16 | 19 | 5 | ||||
| Topic modelling | 37 | 56 | 10 | ||||
| United States | 40 | 59 | 10 | ||||
| Cluster 5 — Data mining in hotel industry | Cluster 6 — Sentiment analysis | ||||||
| Keywords | Links | Total link strength | Occurrences | Keywords | Links | Total link strength | Occurrences |
| Big data analytics | 16 | 20 | 6 | Comparative study | 21 | 27 | 5 |
| Data mining | 75 | 215 | 39 | Content analysis | 34 | 52 | 17 |
| Hotel | 33 | 55 | 10 | Google maps | 13 | 17 | 5 |
| Hotel industry | 61 | 177 | 37 | Sentiment analysis | 80 | 242 | 68 |
| Internet | 75 | 220 | 38 | Service evaluation | 16 | 19 | 5 |
| Language | 37 | 53 | 10 | Text analysis | 28 | 37 | 10 |
| Online hotel reviews | 24 | 34 | 8 | ||||
| Online ratings | 11 | 16 | 9 | ||||
| Review helpfulness | 11 | 16 | 5 | ||||
| Tripadvisor | 30 | 52 | 20 | ||||
| United Kingdom | 16 | 27 | 5 | ||||