2018
DOI: 10.1108/ijchm-10-2017-0704
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Sentiment analysis – a review and agenda for future research in hospitality contexts

Abstract: Purpose The study aims to provide a critical review of the origin, development and process of sentiment analysis (SA) and a demonstration for hospitality researchers and students on how to perform SA using a sample study. Design/methodology/approach A critical review and sample case demonstration approach was applied. The sample study used Leximancer to perform SA using TripAdvisor review data. Findings A critical evaluation of the most popular SA tools was provided, highlighting their advantages and disad… Show more

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Cited by 80 publications
(62 citation statements)
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“…Finally, we conducted sentiment analysis to identify the guests' emotions and satisfaction. Sentiment analysis is a text mining technique that identifies the emotional bias in consumer reviews, including positive, neutral, and negative emotions, by analyzing people's attitudes towards services or products [53]. This function accurately and truly reflects customers' overall experiences with products and services.…”
Section: Discussionmentioning
confidence: 99%
“…Finally, we conducted sentiment analysis to identify the guests' emotions and satisfaction. Sentiment analysis is a text mining technique that identifies the emotional bias in consumer reviews, including positive, neutral, and negative emotions, by analyzing people's attitudes towards services or products [53]. This function accurately and truly reflects customers' overall experiences with products and services.…”
Section: Discussionmentioning
confidence: 99%
“…Automated language analysis is experiencing a rapid adoption in tourism and hospitality (e.g. [28,29]). For the purposes of this study specific software tools have been adopted to analyse the data with the aim of identifying and describing the concept of luxury in hotel guests self-reported feedbacks (i.e.…”
Section: Methodsmentioning
confidence: 99%
“…Sentiment refers to subjective feelings, rather than facts, and includes people’s attitudes, emotions, and opinions (Mullen 2017 ). Sentiment analysis has been used in many studies including customer reviews of hospitality organizations such as hotels, restaurants, and cruises (Ma et al 2018 ), public perceptions of Australia’s homestay initiative for asylum seekers (Hebbani and Angus 2016 ), and international sentiments toward Singapore as host of the 2018 Trump-Kim Summit (Kim and Lee 2018 ).…”
Section: A Nation Brand: Concepts and Sentimentsmentioning
confidence: 99%