Exploring destination's negative e-reputation using aspect based sentiment analysis approach: Case of Marrakech destination on TripAdvisor

Ali, Twil; Marc, Bernard; Bencharef, Omar; Kaloun, Soulaimane; Perkumienė, Dalia

doi:10.1016/j.tmp.2021.100892

Cited by 32 publications

(12 citation statements)

References 34 publications

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“…To identify UX dimensions from online reviews, LDA topic analysis was used. LDA is an unsupervised machine learning technique, which extracts implicit topics from reviews and captures the keywords corresponding to each topic (Ali et al, 2021 ). For example, Yoon et al ( 2022 ) attempted to explore the impact of dimensions of UX on user satisfaction with smart speakers by employing LDA topic analysis.…”

Section: Study 2: Sentiment Analysismentioning

confidence: 99%

Motivations for user satisfaction of mobile fitness applications: An analysis of user experience based on online review comments

Ahn

Park

2023

Humanit Soc Sci Commun

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Considering that mobile fitness applications are one of the necessities in our lives, the user perspective toward the application is a prominent research topic in both academia and industry with the goal of improving such services. Thus, this study applies two different natural language processing approaches, bag-of-words, and sentiment analysis, to online review comments of the applications to examine the effects of user experience elements. The review dataset collected from 16,461 users, after pre-processing, revealed the notable roles of perceived affection and hedonic values in determining user satisfaction with the application, whereas the effect of user burden on satisfaction was marginal. Several implications, as well as limitations of the study, were examined incorporating the findings with the statistical results.

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Section: Study 2: Sentiment Analysismentioning

confidence: 99%

Motivations for user satisfaction of mobile fitness applications: An analysis of user experience based on online review comments

Ahn

Park

2023

Humanit Soc Sci Commun

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“…After these individual searches, we adopted two inclusion criteria to derive our final sample: (1) the company had clearly reported the timeframe related to the robot deployment, and (2) had an account on the reviewing platform TripAdvisor. The latter is considered the largest online reviewing platform and the most popular among studies leveraging online reviews (Ali et al, 2021). Following these criteria, the final sample for our study consisted of 19 international hotels.…”

Section: Data Collectionmentioning

confidence: 99%

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Borghi,

Mariani,

Vega

et al. 2023

Psychology and Marketing

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Recent research has established a positive relationship between the use of service robots powered by artificial intelligence in hospitality firms and customer satisfaction online ratings, a particularly important form of electronic word of mouth. However, it is not clear if and how this relationship is augmented or diminished by moderating factors. In this study, we examined four potential moderators by using machine learning and natural language processing techniques to analyze 20,166 online reviews of hotels that had implemented service robots. We had four key findings. First, a positive service robot‐satisfaction rating relationship was further enhanced by improved customer‐service robot rapport during the service encounter. Second, higher customer effort focused on service robots in a review reduced the service robot‐satisfaction rating relationship. Third, posting reviews using a mobile device (vs. other devices) showed higher satisfaction ratings. Finally, customers' prior experience in writing online reviews was unrelated to the service robot‐satisfaction rating relationship. Taken together, these results suggest that service robots should be designed to be interactive and encourage customers to build rapport, for example, by service robots engaging in conversational flows. Moreover, customers should be nudged to use their mobile devices to post timely reviews on their positive human–robot interactions.

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“…The most negative aspect identified was the citizen´s behaviour followed by shopping experience. The knowledge of the main reasons for a bad reputation is necessary in order to remedy it and reduce tourists´ dissatisfaction (Ali et al, 2021).…”

Section: Entrepreneurship and Sustainability Issuesmentioning

confidence: 99%

Building reputation and social media – how effectively do attractive European tourist destinations communicate on them?

Pártlová¹,

Dušek²,

Cudlínová³

2022

JESI

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The paper focuses on evaluation the use of social media Instagram, YouTube and Twitter by 13 attractive European tourist city destinations for online marketing communication concerning building their reputation in the tourism sector. The following data were collected for all individual social media accounts using the online tool Social Blade: number of uploaded posts/media; number of comments, number of likes/views; number of follower/subscribers. According to the results of the analysis of available data, the quantity of the published content does not automatically mean the high degree of interactions of specific social media users. To determine the effectiveness of published posts (images, videos, textual posts) for individual analysed destinations, the index of Social Media Effectiveness (SME) was created and applied.

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Exploring destination's negative e-reputation using aspect based sentiment analysis approach: Case of Marrakech destination on TripAdvisor

Cited by 32 publications

References 34 publications

Motivations for user satisfaction of mobile fitness applications: An analysis of user experience based on online review comments

Motivations for user satisfaction of mobile fitness applications: An analysis of user experience based on online review comments

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Building reputation and social media – how effectively do attractive European tourist destinations communicate on them?

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