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The Psychological Effects of Digital Companies’ Employees during the Phase of COVID-19 Pandemic Extracted from Online Employee Reviews
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In: Sustainability; Volume 14; Issue 5; Pages: 2609 (2022)
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Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model
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In: Applied Sciences; Volume 12; Issue 2; Pages: 692 (2022)
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Abstract:
As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.
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Keyword:
attribute bidirectional performance; hotel attribute; importance-performance analysis; Kano model; online reviews; sentiment analysis
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URL: https://doi.org/10.3390/app12020692
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Detection of Chinese Deceptive Reviews Based on Pre-Trained Language Model
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In: Applied Sciences; Volume 12; Issue 7; Pages: 3338 (2022)
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Predicting Institution Outcomes for Inter Partes Review (IPR) Proceedings at the United States Patent Trial & Appeal Board by Deep Learning of Patent Owner Preliminary Response Briefs
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In: Applied Sciences; Volume 12; Issue 7; Pages: 3656 (2022)
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Spam Reviews Detection in the Time of COVID-19 Pandemic: Background, Definitions, Methods and Literature Analysis
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In: Applied Sciences; Volume 12; Issue 7; Pages: 3634 (2022)
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[Ressenya del llibre] Julià-Muné, Joan (2019): Un segle de lingüística catalana: de la Lletra de convit a la GCC (1901- 2002). Lleida: Edicions de la Universitat de Lleida, 256 p
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In: Estudis romànics, 2022, vol. 44, p. 493-495 ; Ressenyes publicades (D-FLC) (2022)
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Adaptive Kompetenzen von Kindern mit Down-Syndrom – ein Follow-up über zehn Jahre ... : Adaptive competences of children with Down syndrome - a ten-year follow-up ...
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Predicting emotional links between genre, plot, and reader response ...
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Adaptive Kompetenzen von Kindern mit Down-Syndrom – ein Follow-up über zehn Jahre ; Adaptive competences of children with Down syndrome - a ten-year follow-up
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In: Empirische Sonderpädagogik 13 (2021) 2, S. 100-109 (2021)
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School-based language and literacy interventions for multilingual children and adolescents: A systematic evidence map and an overview of reviews ...
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Sentiment analysis in Galaxy with IMDB movie review dataset ...
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Sentiment analysis in Galaxy with IMDB movie review dataset ...
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E se a marca me responde com emoji?: impacto das características da CMC na perceção e atitudes face à marca
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