Exploring the Impact of Negative Words Used in Online Feedback in Hotel Industry: A Sentiment Analysis, N-gram, and Text Network Analysis Approach

Exploring the Impact of Negative Words Used in Online Feedback in Hotel Industry: A Sentiment Analysis, N-gram, and Text Network Analysis Approach

This study examines the words and situations that trigger and those that do not trigger a hotel response when customers post negative online feedback. The research explores, through sentiment analysis, bigrams, trigrams, and word networking, the valence of online reviews of five important hotels in...

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Main Author: DOI: 10.7172/2449-6634.jmcbem.2023.1.3 Journal of Marketing and Consumer Behaviour in Emerging Markets 1(16)2023 39 (39–50) © 2023 Authors. This is an open access journal distributed under the Creative Commons BY 4.0 license (https://creativecommons.org/licenses/by/4.0/) Exploring the Impact of Negative Words Used in Online Feedback in Hotel Industry: A Sentiment Analysis, N-gram, and Text Network Analysis Approach Daniel Dan
Format: Article
Language:English
Published: University of Warsaw 2023-01-01
Series:Journal of Marketing and Consumer Behaviour in Emerging Markets
Subjects:
sentiment analysis
tourism
hotels
marketing
customer’s opinions
Online Access:https://press.wz.uw.edu.pl/jmcbem/vol2023/iss1/3/
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