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eWOW of Guests Regarding Their Hotel Experience: Sentiment Analysis of TripAdvisor Reviews
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Author(s): Zelia Breda (GOVCOPP, University of Aveiro, Portugal), Rui Costa (GOVCOPP, University of Aveiro, Portugal), Gorete Dinis (GOVCOPP, Polytechnic Institute of Portalegre, Portugal)and Amandine Angie Martins (University of Aveiro, Portugal)
Copyright: 2020
Pages: 14
Source title:
Handbook of Research on Social Media Applications for the Tourism and Hospitality Sector
Source Author(s)/Editor(s): Célia M.Q. Ramos (University of Algarve, Portugal), Cláudia Ribeiro de Almeida (University of Algarve, Portugal)and Paula Odete Fernandes (Polytechnic Institute of Bragança, Portugal)
DOI: 10.4018/978-1-7998-1947-9.ch017
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Abstract
Online comments are increasingly mentioned as an important source of information, simplifying consumers' buying decisions. Online user-generated content has become one of the main sources of information for tourists, who themselves become creators of their own online content. This chapter focuses on sentiment analysis of comments made on TripAdvisor regarding one resort located in the Algarve region, in Portugal. The resort has good reviews, which means that the eWOM is positive. The highest scores relate to the resort's cleanliness, location and quality of sleep, and those that were less relevant were the value for money, the rooms and the service. The most dominant emotion is joy, followed by an analytical response. Negative emotions, such as sadness and anger, were not found very often in the online reviews. These results could be explained by the quality of the service, the kindness of the staff, the facilities for children, the entertainment, and the location, attributes that were often highlighted in the comments.
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