Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021 |
Resumo: | Abstract 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. |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classificationAirbnbhotelssatisfactionTrustBERTZero-ShotAbstract 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.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2023-06-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021Tourism & Management Studies v.19 n.2 2023reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021Rey-Moreno,ManuelSánchez-Franco,Manuel J.Rey-Tienda,María de la Sierrainfo:eu-repo/semantics/openAccess2024-02-06T17:29:19Zoai:scielo:S2182-84582023000200021Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:18.806150Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
title |
Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
spellingShingle |
Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification Rey-Moreno,Manuel Airbnb hotels satisfaction Trust BERT Zero-Shot |
title_short |
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_sort |
Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classification |
author |
Rey-Moreno,Manuel |
author_facet |
Rey-Moreno,Manuel Sánchez-Franco,Manuel J. Rey-Tienda,María de la Sierra |
author_role |
author |
author2 |
Sánchez-Franco,Manuel J. Rey-Tienda,María de la Sierra |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Rey-Moreno,Manuel Sánchez-Franco,Manuel J. Rey-Tienda,María de la Sierra |
dc.subject.por.fl_str_mv |
Airbnb hotels satisfaction Trust BERT Zero-Shot |
topic |
Airbnb hotels satisfaction Trust BERT Zero-Shot |
description |
Abstract 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. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-06-01 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021 |
url |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582023000200021 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve |
publisher.none.fl_str_mv |
Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve |
dc.source.none.fl_str_mv |
Tourism & Management Studies v.19 n.2 2023 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
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1799137392355966976 |