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: | https://tmstudies.net/index.php/ectms/article/view/1944 |
Resumo: | With a methodological approach, this article explores the application ofdata mining to the user-generated content of tourist accommodationon infomediation platforms and social networks. Its objective is topresent an algorithm that allows the identification of servicecharacteristics relevant to guest satisfaction and trust. Our studyprocesses unstructured, natural-language data about Airbnb and hotelstays (the final dataset was 12,236 Airbnb sentences and 12,200 hotelsentences from 2018 until September 25 2021). Among the results is acomputational algorithm that uses BERTopic to identify latent themes(or topics) in the narratives. Secondly, our analysis applies a Zero-shotclassification approach for classifying guest reviews into labels relatedto guests' satisfaction and trust. Thirdly, we execute a PrincipalComponent Analysis to investigate the sufficiency relationshipsbetween extracted topics, customer satisfaction, and trust-basedlabels. To sum up, and as practical implications, our study adds to theknowledge about the sharing economy by providing insights fordeveloping marketing policies and a better understanding of hospitalityservices. |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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7160 |
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Examining transaction-specific satisfaction and trust in Airbnb and hotels. An application of BERTopic and Zero-shot text classificationAirbnbHotelsSatisfactionTrustBERTZero-shotWith a methodological approach, this article explores the application ofdata mining to the user-generated content of tourist accommodationon infomediation platforms and social networks. Its objective is topresent an algorithm that allows the identification of servicecharacteristics relevant to guest satisfaction and trust. Our studyprocesses unstructured, natural-language data about Airbnb and hotelstays (the final dataset was 12,236 Airbnb sentences and 12,200 hotelsentences from 2018 until September 25 2021). Among the results is acomputational algorithm that uses BERTopic to identify latent themes(or topics) in the narratives. Secondly, our analysis applies a Zero-shotclassification approach for classifying guest reviews into labels relatedto guests' satisfaction and trust. Thirdly, we execute a PrincipalComponent Analysis to investigate the sufficiency relationshipsbetween extracted topics, customer satisfaction, and trust-basedlabels. To sum up, and as practical implications, our study adds to theknowledge about the sharing economy by providing insights fordeveloping marketing policies and a better understanding of hospitalityservices.University of Algarve2023-04-30info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1944Revista Encontros Científicos - Tourism & Management Studies; v. 19 n. 2 (2023); 21-37Tourism & Management Studies; Vol. 19 N.º 2 (2023); 21-37Tourism & Management Studies; Vol. 19 No. 2 (2023); 21-37Revista Encontros Científicos - Tourism & Management Studies; Vol. 19 Núm. 2 (2023); 21-372182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1944https://tmstudies.net/index.php/ectms/article/view/1944/pdf_404Copyright (c) 2023 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessRey-Moreno, ManuelSánchez-Franco, Manuel JesúsRey-Tienda, María De la Sierra2024-01-17T15:29:56Zoai:ojs.pkp.sfu.ca:article/1944Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:34.912479Repositório 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 Jesús Rey-Tienda, María De la Sierra |
author_role |
author |
author2 |
Sánchez-Franco, Manuel Jesús Rey-Tienda, María De la Sierra |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Rey-Moreno, Manuel Sánchez-Franco, Manuel Jesús 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 |
With a methodological approach, this article explores the application ofdata mining to the user-generated content of tourist accommodationon infomediation platforms and social networks. Its objective is topresent an algorithm that allows the identification of servicecharacteristics relevant to guest satisfaction and trust. Our studyprocesses unstructured, natural-language data about Airbnb and hotelstays (the final dataset was 12,236 Airbnb sentences and 12,200 hotelsentences from 2018 until September 25 2021). Among the results is acomputational algorithm that uses BERTopic to identify latent themes(or topics) in the narratives. Secondly, our analysis applies a Zero-shotclassification approach for classifying guest reviews into labels relatedto guests' satisfaction and trust. Thirdly, we execute a PrincipalComponent Analysis to investigate the sufficiency relationshipsbetween extracted topics, customer satisfaction, and trust-basedlabels. To sum up, and as practical implications, our study adds to theknowledge about the sharing economy by providing insights fordeveloping marketing policies and a better understanding of hospitalityservices. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-04-30 |
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 |
https://tmstudies.net/index.php/ectms/article/view/1944 |
url |
https://tmstudies.net/index.php/ectms/article/view/1944 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://tmstudies.net/index.php/ectms/article/view/1944 https://tmstudies.net/index.php/ectms/article/view/1944/pdf_404 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 Tourism & Management Studies info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 Tourism & Management Studies |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
University of Algarve |
publisher.none.fl_str_mv |
University of Algarve |
dc.source.none.fl_str_mv |
Revista Encontros Científicos - Tourism & Management Studies; v. 19 n. 2 (2023); 21-37 Tourism & Management Studies; Vol. 19 N.º 2 (2023); 21-37 Tourism & Management Studies; Vol. 19 No. 2 (2023); 21-37 Revista Encontros Científicos - Tourism & Management Studies; Vol. 19 Núm. 2 (2023); 21-37 2182-8466 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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1799136449878032384 |