Dark personalities and online reviews: A textual content analysis of review generation, consumption and distribution.

Yousaf, Salman; Kim, Jong Min

doi:10.1016/j.tourman.2023.104771

Cited by 8 publications

(3 citation statements)

References 82 publications

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“…According to Zhao et al [12], service industries should focus on textual reviews containing subjective words. Yousaf and Kim [13] stated that online reviews offer profound and real-time understanding, serving as a valuable tool for assessing the future development of the tourism management. Although the Borobudur Temple Compounds has good reviews, some negative feedback capable of reducing the enthusiasm of visitors can be an obstacle for management.…”

Section: Introductionmentioning

confidence: 99%

The Integration of Kansei Engineering and Kano Model on Natural Language Processing (NLP) to Support Development of Service Product in the Borobudur Temple Tourism

Azzam,

Jati,

Maghfiroh

2024

Int. J. Adv. Sci. Eng. Inf. Technol.

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The Borobudur Temple Compounds is one of the spearheads of Indonesian tourism, anticipating introduction to the international community. Currently, the management of the compound is focused on maintaining the existing condition of tourism and increasing enthusiasm among visitors to experience the temple area. Amidst the challenges posed by the COVID-19 pandemic, the management has implemented stringent health procedures to ensure the safety and health of visitors. Therefore, this study aimed to investigate the service required to increase visitor enthusiasm and satisfaction in the Borobudur Temple Compounds using the Natural Language Processing (NLP) method to extract visitor sentiments as Kansei words from TripAdvisor. The results obtained were processed using Kansei Engineering type 1 to determine the most critical service quality category through Kano model. The integration of NLP, Kansei Engineering, and Kano model proved effective, showing attributes like popular Tripadvisor searches, such as exit, morning, temple, sunrise, and heat. Other attributes not listed but considered necessary based on Kansei Engineering and Kano model integration were identified, such as ticket prices, elephant enclosure management, and pamphlets. Based on the results, it was discovered that the management of Borobudur Temple Compounds needed to improve in two main aspects. These included the distance between each facility and the compound elephant cage, considered unenjoyable.

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Section: Introductionmentioning

confidence: 99%

The Integration of Kansei Engineering and Kano Model on Natural Language Processing (NLP) to Support Development of Service Product in the Borobudur Temple Tourism

Azzam,

Jati,

Maghfiroh

2024

Int. J. Adv. Sci. Eng. Inf. Technol.

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“…In fact, approximately two-thirds of consumers who write NORs never receive any response, despite the fact that over half of them expect a response from the service provider within seven days (ReviewTrackers, 2018). Moreover, hotels are increasingly aware that many NORs are fake, exaggerated, and extreme (Plotkina et al, 2020;Yousaf and Kim, 2023). Given resource limitations, a practical approach for hotels is to selectively respond to NORs, with a particular focus on those that hold greater significance.…”

Section: Introductionmentioning

confidence: 99%

“…Moreover, hotels are increasingly aware that many NORs are fake, exaggerated, and extreme (Plotkina et al. , 2020; Yousaf and Kim, 2023). Given resource limitations, a practical approach for hotels is to selectively respond to NORs, with a particular focus on those that hold greater significance.…”

Section: Introductionmentioning

confidence: 99%

How to respond to negative online reviews: language style matters

Zhang,

Su,

Zhuang

et al. 2024

JSTP

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PurposeGiven resource constraints such as time and staffing, hotels cannot respond to all negative online reviews (NORs). Therefore, this study investigates (1) what types of NORs hotels should prioritize responding; and (2) what response strategies are more effective in handling different types of NORs to minimize the negative ramifications.Design/methodology/approachFour experiments in the context of hospitability were used to test the hypotheses.FindingsOur findings show that NORs with implicit conclusions (e.g. “I do not believe that is a good choice, you know what I mean.”) are more dissuasive than NORs with explicit ones (e.g. “Do not buy it.”) because the former NORs are perceived as more objective than the latter NORs. More importantly, our results show that firms do not need to respond to explicit NORs. When responding to implicit NORs, firms should prioritize those related to service failures caused by external (e.g. weather, technological misfunction) rather than internal (e.g. poor management, employee skills) factors.Research limitations/implicationsOur studies focus on the language styles of Chinese NORs, and future research should investigate how language styles influence dissuasion in other languages.Practical implicationsOur results show that NORs with implicit conclusions negatively impact consumer attitude and thus hurt performance more significantly than those with explicit conclusions. Therefore, firms should allocate limited staffing and resources to NORs with implicit conclusions. When responding to implicit NORs, firms should select NORs that can be attributed to external factors.Originality/valueOur findings shed light on the importance of the language styles of NORs and provide marketers with insights into how to handle NORs. Our results reveal that consumers perceive higher objectivity of NORs when these reviews are implicit than when they are explicit. Furthermore, this study contributes to the online review literature by suggesting that firms should tailor their response strategies for NORs based on the reviewers’ language styles.

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How do tourists perceive churches as tourism destinations? A text mining approach through online reviews

Sun,

Wang,

Zhao

et al. 2024

Journal of Tourism Research

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Church tourism has gained popularity due to the historical, artistic, and religious significance of churches, contributing significantly to the social and economic sectors. The destination image of churches plays a crucial role in tourism marketing. However, existing literature predominantly relies on traditional methods to study tourists' perception of churches as tourism destinations, with limited analysis of user‐generated content (UGC) like online reviews. This study aims to fill this gap by analyzing the online reviews of 10 renowned European churches posted on TripAdvisor using text mining techniques. Findings reveal that tourists mainly focus on overall description, visiting experience, architectural design, and surrounding environment of the church, with specific areas of interest for certain churches. The research findings can assist church administrators in formulating sustainable tourism strategies and promoting the development of the church tourism.

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Dark personalities and online reviews: A textual content analysis of review generation, consumption and distribution.

Cited by 8 publications

References 82 publications

The Integration of Kansei Engineering and Kano Model on Natural Language Processing (NLP) to Support Development of Service Product in the Borobudur Temple Tourism

The Integration of Kansei Engineering and Kano Model on Natural Language Processing (NLP) to Support Development of Service Product in the Borobudur Temple Tourism

How to respond to negative online reviews: language style matters

How do tourists perceive churches as tourism destinations? A text mining approach through online reviews

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