Article

Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595, Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576, Vega, R. P. ORCID: https://orcid.org/0000-0003-1619-317X and Wirtz, J. (2023) The impact of service robots on customer satisfaction online ratings: the moderating effects of rapport and contextual review factors. Psychology & Marketing, 40 (11). pp. 2355-2369. ISSN 1520-6793 doi: https://doi.org/10.1002/mar.21903

Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 (2023) Asymmetrical influences of service robots’ perceived performance on overall customer satisfaction: an empirical investigation leveraging online reviews. Journal of Travel Research. ISSN 1552-6763 doi: https://doi.org/10.1177/00472875231190610

Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576, Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Laker, B. ORCID: https://orcid.org/0000-0003-0850-9744 (2023) Do submission devices influence online review ratings differently across different types of platforms? A big data analysis. Technological Forecasting and Social Change, 189. 122296. ISSN 0040-1625 doi: https://doi.org/10.1016/j.techfore.2022.122296

Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2023) Artificial intelligence in service industries: customers’ assessment of service production and resilient service operations. International Journal of Production Research. ISSN 0020-7543 doi: https://doi.org/10.1080/00207543.2022.2160027

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2023) Exploring environmental concerns on digital platforms through big data: the effect of online consumers’ environmental discourse on online review ratings. Journal of Sustainable Tourism, 31 (11). pp. 2592-2611. ISSN 1747-7646 doi: https://doi.org/10.1080/09669582.2022.2033982

Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Mariani, M. M. (2022) The role of emotions in the consumer meaning-making of interactions with social robots. Technological Forecasting and Social Change, 182. 121844. ISSN 0040-1625 doi: https://doi.org/10.1016/j.techfore.2022.121844

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2021) Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics. International Journal of Contemporary Hospitality Management, 33 (11). pp. 3956-3976. ISSN 0959-6119 doi: https://doi.org/10.1108/IJCHM-06-2020-0622

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2021) Are environmental-related online reviews more helpful? A big data analytics approach. International Journal of Contemporary Hospitality Management, 33 (6). pp. 2065-2090. ISSN 0959-6119 doi: https://doi.org/10.1108/IJCHM-06-2020-0548

Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 (2021) Service robots in online reviews: an empirical study of online robotic discourse. Annals of Tourism Research, 87. 103036. ISSN 0160-7383 doi: https://doi.org/10.1016/j.annals.2020.103036

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2021) Environmental discourse in hotel online reviews: a big data analysis. Journal of Sustainable Tourism, 29 (5). pp. 829-848. ISSN 1747-7646 doi: https://doi.org/10.1080/09669582.2020.1858303

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576, Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Okumus, F. (2020) Unravelling the effects of cultural differences in the online appraisal of hospitality and tourism services. International Journal of Hospitality Management, 90. 102606. ISSN 1873-4693 doi: https://doi.org/10.1016/j.ijhm.2020.102606

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2020) Online review helpfulness and firms’ financial performance: an empirical study in a service industry. International Journal of Electronic Commerce, 24 (4). pp. 421-449. ISSN 1086-4415 doi: https://doi.org/10.1080/10864415.2020.1806464

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2019) Industry 4.0: a bibliometric review of its managerial intellectual structure and potential evolution in the service industries. Technological Forecasting and Social Change, 149. 119752. ISSN 0040-1625 doi: https://doi.org/10.1016/j.techfore.2019.119752

Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576, Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Kazakov, S. (2019) The role of language in the online evaluation of hospitality service encounters: an empirical study. International Journal of Hospitality Management, 78. pp. 50-58. ISSN 1873-4693 doi: https://doi.org/10.1016/j.ijhm.2018.11.012

Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576, Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 and Gretzel, U. (2019) Online reviews: differences by submission device. Tourism Management, 70. pp. 295-298. ISSN 0261-5177 doi: https://doi.org/10.1016/j.tourman.2018.08.022

Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2018) Effects of the booking.com rating system: bringing hotel class into the picture. Tourism Management, 66. pp. 47-52. ISSN 0261-5177 doi: https://doi.org/10.1016/j.tourman.2017.11.006

Thesis

Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2020) The 4th Industrial (R)evolution: the role of service robots in online discourse. PhD thesis, University of Reading. doi: https://doi.org/10.48683/1926.00101763