Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification
With a methodological approach, this article explores the application of data mining to the user-generated content of tourist accommodation on infomediation platforms and social networks. Its objective is to present an algorithm that allows the identification of service characteristics relevant to g...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2023-04-01
|
| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://www.tmstudies.net/index.php/ectms/article/view/1944 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1850166978968289280 |
|---|---|
| author | Manuel Rey-Moreno Manuel Jesús Sánchez-Franco María De la Sierra Rey-Tienda |
| author_facet | Manuel Rey-Moreno Manuel Jesús Sánchez-Franco María De la Sierra Rey-Tienda |
| author_sort | Manuel Rey-Moreno |
| collection | DOAJ |
| description | With a methodological approach, this article explores the application of data mining to the user-generated content of tourist accommodation on infomediation platforms and social networks. Its objective is to present an algorithm that allows the identification of service characteristics relevant to guest satisfaction and trust. Our study processes unstructured, natural-language data about Airbnb and hotel stays (the final dataset was 12,236 Airbnb sentences and 12,200 hotel sentences from 2018 until September 25 2021). Among the results is a computational algorithm that uses BERTopic to identify latent themes (or topics) in the narratives. Secondly, our analysis applies a Zero-shot classification approach for classifying guest reviews into labels related to guests' satisfaction and trust. Thirdly, we execute a Principal Component Analysis to investigate the sufficiency relationships between extracted topics, customer satisfaction, and trust-based labels. To sum up, and as practical implications, our study adds to the knowledge about the sharing economy by providing insights for developing marketing policies and a better understanding of hospitality services. |
| format | Article |
| id | doaj-art-e4de2c82306e418294fe98fa697edbfa |
| institution | OA Journals |
| issn | 2182-8466 |
| language | English |
| publishDate | 2023-04-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-e4de2c82306e418294fe98fa697edbfa2025-08-20T02:21:18ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662023-04-011922137Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification Manuel Rey-Moreno 0Manuel Jesús Sánchez-Franco 1María De la Sierra Rey-Tienda2University of SevilleUniversity of SevilleLoyola University of AndalusiaWith a methodological approach, this article explores the application of data mining to the user-generated content of tourist accommodation on infomediation platforms and social networks. Its objective is to present an algorithm that allows the identification of service characteristics relevant to guest satisfaction and trust. Our study processes unstructured, natural-language data about Airbnb and hotel stays (the final dataset was 12,236 Airbnb sentences and 12,200 hotel sentences from 2018 until September 25 2021). Among the results is a computational algorithm that uses BERTopic to identify latent themes (or topics) in the narratives. Secondly, our analysis applies a Zero-shot classification approach for classifying guest reviews into labels related to guests' satisfaction and trust. Thirdly, we execute a Principal Component Analysis to investigate the sufficiency relationships between extracted topics, customer satisfaction, and trust-based labels. To sum up, and as practical implications, our study adds to the knowledge about the sharing economy by providing insights for developing marketing policies and a better understanding of hospitality services.https://www.tmstudies.net/index.php/ectms/article/view/1944airbnbhotelssatisfactiontrustbert |
| spellingShingle | Manuel Rey-Moreno Manuel Jesús Sánchez-Franco María De la Sierra Rey-Tienda Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification Tourism & Management Studies airbnb hotels satisfaction trust bert |
| title | Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
| title_full | Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
| title_fullStr | Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
| title_full_unstemmed | Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
| title_short | Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
| title_sort | examining transaction specific satisfaction and trust in airbnb and hotels an application of bertopic and zero shot text classification |
| topic | airbnb hotels satisfaction trust bert |
| url | https://www.tmstudies.net/index.php/ectms/article/view/1944 |
| work_keys_str_mv | AT manuelreymoreno examiningtransactionspecificsatisfactionandtrustinairbnbandhotelsanapplicationofbertopicandzeroshottextclassification AT manueljesussanchezfranco examiningtransactionspecificsatisfactionandtrustinairbnbandhotelsanapplicationofbertopicandzeroshottextclassification AT mariadelasierrareytienda examiningtransactionspecificsatisfactionandtrustinairbnbandhotelsanapplicationofbertopicandzeroshottextclassification |