{"id":"https://openalex.org/W4200450752","doi":"https://doi.org/10.1016/j.jjimei.2021.100050","title":"Turning the blackbox into a glassbox: An explainable machine learning approach for understanding hospitality customer","display_name":"Turning the blackbox into a glassbox: An explainable machine learning approach for understanding hospitality customer","publication_year":2021,"publication_date":"2021-11-01","ids":{"openalex":"https://openalex.org/W4200450752","doi":"https://doi.org/10.1016/j.jjimei.2021.100050"},"language":"en","primary_location":{"id":"doi:10.1016/j.jjimei.2021.100050","doi":"https://doi.org/10.1016/j.jjimei.2021.100050","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jjimei.2021.100050","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2667096821000434/pdf","source":{"id":"https://openalex.org/S4210226089","display_name":"International Journal of Information Management Data Insights","issn_l":"2667-0968","issn":["2667-0968"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Management Data Insights","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.sciencedirect.com/science/article/pii/S2667096821000434/pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101561732","display_name":"Ritu Sharma","orcid":"https://orcid.org/0000-0002-3744-2879","observed_orcids":["https://orcid.org/0000-0002-3744-2879"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ritu Sharma","raw_affiliation_strings":["Marketing and Data Analytics, SOIL School of Business Design, Gurugram, Haryana, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing and Data Analytics, SOIL School of Business Design, Gurugram, Haryana, India","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049922470","display_name":"Arpit Kumar","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Arpit Kumar","raw_affiliation_strings":["Gohash Travel Pvt. Ltd, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Gohash Travel Pvt. Ltd, India","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5082474195","display_name":"Cindy Chuah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I84339108","display_name":"Sunway University","ror":"https://ror.org/04mjt7f73","country_code":"MY","type":"education","lineage":["https://openalex.org/I84339108"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Cindy Chuah","raw_affiliation_strings":["Sunway University Business School Sunway University, Sunway City, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Sunway University Business School Sunway University, Sunway City, Malaysia","institution_ids":["https://openalex.org/I84339108"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5082474195"],"corresponding_institution_ids":["https://openalex.org/I84339108"],"apc_list":{"value":1500,"currency":"USD","value_usd":1500},"apc_paid":{"value":1500,"currency":"USD","value_usd":1500},"fwci":2.7444,"has_fulltext":true,"cited_by_count":69,"citation_normalized_percentile":{"value":0.91699268,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"1","issue":"2","first_page":"100050","last_page":"100050"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12026","display_name":"Explainable Artificial Intelligence (XAI)","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12026","display_name":"Explainable Artificial Intelligence (XAI)","score":0.9961000084877014,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12392","display_name":"Sharing Economy and Platforms","score":0.0010000000474974513,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.000699999975040555,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/explainable-machine-learning","display_name":"explainable machine learning","score":0.9929999709129333},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.7129999995231628},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.7990000247955322},{"id":"https://openalex.org/keywords/airbnb","display_name":"Airbnb","score":0.8999999761581421},{"id":"https://openalex.org/keywords/rental-pricing","display_name":"rental pricing","score":0.49300000071525574},{"id":"https://openalex.org/keywords/host-status","display_name":"host status","score":0.8840000033378601},{"id":"https://openalex.org/keywords/bedroom","display_name":"bedroom","score":0.656000018119812},{"id":"https://openalex.org/keywords/marketing-data","display_name":"marketing data","score":0.640999972820282},{"id":"https://openalex.org/keywords/algorithmic-bias","display_name":"algorithmic bias","score":0.6449999809265137},{"id":"https://openalex.org/keywords/decision-making","display_name":"decision-making","score":0.41499999165534973}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.728256344795227},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6472394466400146},{"id":"https://openalex.org/C2778757428","wikidata":"https://www.wikidata.org/wiki/Q1250464","display_name":"Realm","level":2,"score":0.5602641701698303},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.5051882863044739},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.5003824234008789},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4958125054836273},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4838794469833374},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.46824681758880615},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4341791868209839},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4295235574245453},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4226919710636139},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.41645175218582153},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3885459899902344},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3331889510154724},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.19343644380569458},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.17407569289207458},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.jjimei.2021.100050","doi":"https://doi.org/10.1016/j.jjimei.2021.100050","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jjimei.2021.100050","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2667096821000434/pdf","source":{"id":"https://openalex.org/S4210226089","display_name":"International Journal of Information Management Data Insights","issn_l":"2667-0968","issn":["2667-0968"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Management Data Insights","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:5f940ef69e7d4012b67be0e2d867977e","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/5f940ef69e7d4012b67be0e2d867977e","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Journal of Information Management Data Insights, Vol 1, Iss 2, Pp 100050- (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1016/j.jjimei.2021.100050","doi":"https://doi.org/10.1016/j.jjimei.2021.100050","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jjimei.2021.100050","pdf_url":"https://www.sciencedirect.com/science/article/pii/S2667096821000434/pdf","source":{"id":"https://openalex.org/S4210226089","display_name":"International Journal of Information Management Data Insights","issn_l":"2667-0968","issn":["2667-0968"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Management Data Insights","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4200450752.pdf","grobid_xml":"https://content.openalex.org/works/W4200450752.grobid-xml"},"referenced_works_count":64,"referenced_works":["https://openalex.org/W574542366","https://openalex.org/W1689771227","https://openalex.org/W1851422430","https://openalex.org/W1978327708","https://openalex.org/W1979000511","https://openalex.org/W1983479840","https://openalex.org/W2012533078","https://openalex.org/W2026368098","https://openalex.org/W2050251515","https://openalex.org/W2062951208","https://openalex.org/W2089870669","https://openalex.org/W2098579733","https://openalex.org/W2100325010","https://openalex.org/W2114068176","https://openalex.org/W2144336601","https://openalex.org/W2145278766","https://openalex.org/W2165740683","https://openalex.org/W2175480288","https://openalex.org/W2201833683","https://openalex.org/W2218797720","https://openalex.org/W2422895071","https://openalex.org/W2475323853","https://openalex.org/W2489022090","https://openalex.org/W2516809705","https://openalex.org/W2518426296","https://openalex.org/W2580939005","https://openalex.org/W2618416470","https://openalex.org/W2732291649","https://openalex.org/W2766229368","https://openalex.org/W2770853656","https://openalex.org/W2775381199","https://openalex.org/W2778083273","https://openalex.org/W2795240022","https://openalex.org/W2795695399","https://openalex.org/W2796215194","https://openalex.org/W2801922753","https://openalex.org/W2804677284","https://openalex.org/W2806087506","https://openalex.org/W2890440186","https://openalex.org/W2899383251","https://openalex.org/W2902240649","https://openalex.org/W2906202975","https://openalex.org/W2906990411","https://openalex.org/W2914554102","https://openalex.org/W2914874661","https://openalex.org/W2920822759","https://openalex.org/W2943190601","https://openalex.org/W2956699707","https://openalex.org/W2968957720","https://openalex.org/W2994898777","https://openalex.org/W2998528801","https://openalex.org/W3002626430","https://openalex.org/W3023956633","https://openalex.org/W3027672271","https://openalex.org/W3035265982","https://openalex.org/W3035328956","https://openalex.org/W3042422514","https://openalex.org/W3094940610","https://openalex.org/W3100581793","https://openalex.org/W3125203539","https://openalex.org/W3173302161","https://openalex.org/W4214810323","https://openalex.org/W4248034937","https://openalex.org/W4254237066"],"related_works":["https://openalex.org/W4210247857","https://openalex.org/W7212450122","https://openalex.org/W4381712561","https://openalex.org/W3211105117","https://openalex.org/W4412378871","https://openalex.org/W4400910688","https://openalex.org/W3208939101","https://openalex.org/W4379874933","https://openalex.org/W4380632650","https://openalex.org/W4360981792"],"abstract_inverted_index":{"Travel":[0],"and":[1,24,35,82,106,141,165,181],"hospitality":[2],"industry":[3,182],"are":[4,18,53],"adopting":[5],"high":[6],"end":[7],"technology":[8],"to":[9,56,78,128],"reach":[10],"out":[11],"their":[12],"customers.":[13],"New":[14],"levels":[15],"of":[16,28,33,38,46,50,60,86,186],"disruption":[17],"being":[19,54],"introduced":[20],"using":[21],"Artificial":[22],"Intelligence":[23],"Machine":[25],"Learning":[26],"techniques":[27,52],"research.":[29],"In":[30,115],"the":[31,61,76,102,108,143,172],"realm":[32],"physical":[34],"tangible":[36],"aspects":[37],"service,":[39],"since":[40],"this":[41,116],"sector":[42],"have":[43,70,156],"vast":[44],"amounts":[45],"data":[47,81,127],"available":[48],"application":[49],"these":[51,80,90],"tested":[55],"explore":[57],"various":[58,84],"aspect":[59],"customer":[62,87,144],"experience.":[63,88],"Data":[64],"analysis":[65,109],"algorithms":[66,91,188],"like":[67,147],"machine":[68,122],"learning":[69,123],"been":[71],"used":[72],"by":[73],"firms":[74],"across":[75],"world":[77],"analyze":[79],"understand":[83,129],"facets":[85],"However,":[89],"suffer":[92],"from":[93],"blackbox":[94],"issues":[95],"where":[96],"businesses":[97],"do":[98],"not":[99],"know":[100],"how":[101],"outcome":[103],"was":[104],"achieved":[105],"if":[107],"is":[110],"biased":[111],"in":[112,183,189],"some":[113],"way.":[114],"study,":[117],"we":[118,139,163],"utilize":[119],"an":[120,157,167],"explainable":[121,168,187],"approach":[124],"on":[125,159,171],"Airbnb":[126],"solve":[130],"two":[131],"challenges":[132],"associated":[133],"with":[134],"large-scale":[135],"marketing":[136],"data.":[137],"First,":[138],"identify":[140],"prioritize":[142],"experience":[145],"factors":[146],"bedrooms,":[148],"host":[149,151],"status,":[150],"response":[152],"rate":[153],"etc.":[154],"that":[155],"impact":[158],"product":[160],"pricing.":[161],"Secondly,":[162],"build":[164],"test":[166],"predictive":[169],"model":[170],"same.":[173],"Our":[174],"research":[175],"has":[176],"significant":[177],"implications":[178],"for":[179],"academia":[180],"identifying":[184],"applications":[185],"decision-making.":[190]},"counts_by_year":[{"year":2026,"cited_by_count":11},{"year":2025,"cited_by_count":20},{"year":2024,"cited_by_count":18},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":8}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-12-31T00:00:00"}