Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations

6533b7d0fe1ef96bd125a4b5

RESEARCH PRODUCT

Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations

Enrique Bigné Carla Ruiz Carmen Perez-cabañero Antonio Cuenca

subject

tourism destination sentiment analysis Strategy and Management deep learning star rating UNESCO::CIENCIAS ECONÓMICAS Business and International Management artificial neural networks

description

AbstractThis study explores the consistency between star ratings and sentiments expressed in online reviews and how they relate to the different components of the customer experience. We combine deep learning applied to natural language processing, machine learning and artificial neural networks to identify how the positive and negative components of 20,954 online reviews posted on TripAdvisor about tourism attractions in Venice impact on their overall polarity and star ratings. Our findings showed that sentiment valence is aligned with star ratings. A cancel-out effect operates between the positive and negative sentiments linked to the service experience dimensions in mixed-neutral reviews.

year	journal	country	edition	language
2023-02-06	Service Business

https://doi.org/10.1007/s11628-023-00524-0

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