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| Type | Conference or Workshop Paper |
| Scope | Discipline-based scholarship |
| Published in Proceedings | Yes |
| Title | Supporting Online Customer Feedback Management with Automatic Review Response Generation |
| Organization Unit | |
| Authors |
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| Presentation Type | paper |
| Item Subtype | Original Work |
| Refereed | Yes |
| Status | Published in final form |
| Language |
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| ISBN | 978-0-9981331-5-7 |
| Page Range | 226 - 236 |
| Event Title | The 55th Hawaii International Conference on System Sciences |
| Event Type | conference |
| Event Location | Hawaii |
| Event Start Date | January 3 - 2022 |
| Event End Date | January 7 - 2022 |
| Publisher | HICSS |
| Abstract Text | The growing amount of online reviews plays a significant role in a business' image and performance. Businesses in the hospitality industry often lack necessary resources to organize and manage online customer feedback and are therefore likely to search for alternative ways to handle this. AI-based technologies may offer valuable solutions. However , there is currently little research on if and how AI solutions may support the process of responding to online customer feedback in the hospitality industry. This paper presents and evaluates a concept for assisting customer feedback management with automatically generated responses to online reviews. Our solution contributes to ongoing investigations into text generation applications for supporting human authors and also proposes new approaches and potential business models for managing online customer feedback. |
| Free access at | Official URL |
| Official URL | http://hdl.handle.net/10125/79357 |
| Digital Object Identifier | 10.24251/HICSS.2022.027 |
| Other Identification Number | merlin-id:21804 |
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