Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews

Detalhes bibliográficos
Autor(a) principal: Chaves, Marcirio Silveira
Data de Publicação: 2024
Outros Autores: Laurel, André, Sacramento, Nélia, Pedron, Cristiane Drebes
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/649
Resumo: This paper presents a novel approach based on the Appraisal Theory to analyze user-generated, open-ended online restaurant reviews. We selected reviews (N=1100) from restaurants of two Portuguese touristic regions and focus, through content analysis, on the recognition of the main aspects, sentiments and types of attitude mentioned in such reviews. We also measure the interrater agreement on the recognition of the types of attitude. The main findings show that Quality of Food, Staff and Communication, Price and Atmosphere are the most frequent aspects mentioned in the reviews. Positive appreciation is the attitude expressed in most of the sentences. Most of the reviews present a positive evaluation of the restaurants. The interrater agreement among raters on the recognition of the types of attitude ranges from 0.82 to 0.92. Results reveal the main aspects that restaurateurs should take into account to make decisions in order to improve the business as a whole.
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spelling Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviewsAnálise de aspectos, sentimentos e tipos de atitude em avaliações sobre restaurantesRestaurant managementonline reviewstypes of attitudeappraisal theoryThis paper presents a novel approach based on the Appraisal Theory to analyze user-generated, open-ended online restaurant reviews. We selected reviews (N=1100) from restaurants of two Portuguese touristic regions and focus, through content analysis, on the recognition of the main aspects, sentiments and types of attitude mentioned in such reviews. We also measure the interrater agreement on the recognition of the types of attitude. The main findings show that Quality of Food, Staff and Communication, Price and Atmosphere are the most frequent aspects mentioned in the reviews. Positive appreciation is the attitude expressed in most of the sentences. Most of the reviews present a positive evaluation of the restaurants. The interrater agreement among raters on the recognition of the types of attitude ranges from 0.82 to 0.92. Results reveal the main aspects that restaurateurs should take into account to make decisions in order to improve the business as a whole.Este artigo apresenta uma nova abordagem baseada na Teoria de Avaliação para analisar avaliações online abertas e geradas pelo utilizador sobre restaurantes. Foram selecionadas avaliações (n = 1.100) de restaurantes de duas regiões turísticas portuguesas e focamos, através de análise de conteúdo, no reconhecimento dos principais aspectos, sentimentos e tipos de atitude mencionados em tais avaliações. Também foram medidas a concordância entre avaliadores para o reconhecimento dos tipos de atitude. Os principais resultados mostram que a Qualidade da Comida, Pessoal e Comunicação, Preço e Atmosfera são os aspectos mais frequentes mencionadas nas avaliações. Apreciação positiva é a atitude expressa na maioria das frases. A maioria dos comentários apresenta uma avaliação positiva dos restaurantes. A concordância entre avaliadores sobre o reconhecimento dos tipos de atitude varia entre 0,82 e 0,92. Os resultados evidenciam os principais aspectos que os gestores de restaurantes devem considerar para tomar decisões, a fim de melhorar o negócio.University of Algarve2024-01-10info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/649Revista Encontros Científicos - Tourism & Management Studies; v. 10 n. 1 (2014); 66-72Tourism & Management Studies; Vol. 10 N.º 1 (2014); 66-72Tourism & Management Studies; Vol. 10 No. 1 (2014); 66-72Revista Encontros Científicos - Tourism & Management Studies; Vol. 10 Núm. 1 (2014); 66-722182-8466reponame: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/649https://tmstudies.net/index.php/ectms/article/view/649/1158Copyright (c) 2016 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessChaves, Marcirio SilveiraLaurel, AndréSacramento, NéliaPedron, Cristiane Drebes2024-01-17T15:28:51Zoai:ojs.pkp.sfu.ca:article/649Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:22.086532Repositório 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 Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
Análise de aspectos, sentimentos e tipos de atitude em avaliações sobre restaurantes
title Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
spellingShingle Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
Chaves, Marcirio Silveira
Restaurant management
online reviews
types of attitude
appraisal theory
title_short Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
title_full Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
title_fullStr Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
title_full_unstemmed Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
title_sort Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews
author Chaves, Marcirio Silveira
author_facet Chaves, Marcirio Silveira
Laurel, André
Sacramento, Nélia
Pedron, Cristiane Drebes
author_role author
author2 Laurel, André
Sacramento, Nélia
Pedron, Cristiane Drebes
author2_role author
author
author
dc.contributor.author.fl_str_mv Chaves, Marcirio Silveira
Laurel, André
Sacramento, Nélia
Pedron, Cristiane Drebes
dc.subject.por.fl_str_mv Restaurant management
online reviews
types of attitude
appraisal theory
topic Restaurant management
online reviews
types of attitude
appraisal theory
description This paper presents a novel approach based on the Appraisal Theory to analyze user-generated, open-ended online restaurant reviews. We selected reviews (N=1100) from restaurants of two Portuguese touristic regions and focus, through content analysis, on the recognition of the main aspects, sentiments and types of attitude mentioned in such reviews. We also measure the interrater agreement on the recognition of the types of attitude. The main findings show that Quality of Food, Staff and Communication, Price and Atmosphere are the most frequent aspects mentioned in the reviews. Positive appreciation is the attitude expressed in most of the sentences. Most of the reviews present a positive evaluation of the restaurants. The interrater agreement among raters on the recognition of the types of attitude ranges from 0.82 to 0.92. Results reveal the main aspects that restaurateurs should take into account to make decisions in order to improve the business as a whole.
publishDate 2024
dc.date.none.fl_str_mv 2024-01-10
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/649
url https://tmstudies.net/index.php/ectms/article/view/649
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/649
https://tmstudies.net/index.php/ectms/article/view/649/1158
dc.rights.driver.fl_str_mv Copyright (c) 2016 Tourism & Management Studies
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2016 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. 10 n. 1 (2014); 66-72
Tourism & Management Studies; Vol. 10 N.º 1 (2014); 66-72
Tourism & Management Studies; Vol. 10 No. 1 (2014); 66-72
Revista Encontros Científicos - Tourism & Management Studies; Vol. 10 Núm. 1 (2014); 66-72
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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