The verbalization of numbers: An explainable framework for tourism online reviews

IF 4.9 Q1 BUSINESS

International Journal of Engineering Business Management Pub Date : 2023-01-01 DOI:10.1177/18479790231151913

F. De Nicolò, L. Bellantuono, Dario Borzì, Matteo Bregonzio, Roberto Cilli, Leone De Marco, A. Lombardi, E. Pantaleo, L. Petruzzellis, Ariona Shashaj, S. Tangaro, A. Monaco, N. Amoroso, R. Bellotti

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引用次数: 0

Abstract

Online reviews have been found very useful in decision-making. It is important to design and implement accurate systems to analyze the reviews and, based on textual information, predict their ratings. Given the different sources, languages and evaluating systems, intelligent systems are needed to use textual and numerical reviews to better understand the evaluation of the tourist experience and derive useful information to improve the offer. This paper aims to present an eXplainable Artificial Intelligence framework that contributes to the discussion on numerical and textual evaluations of the hospitality experience. It combines sentiment analysis and machine learning to accurately model and explain the evaluation of the tourist experience. The main findings are that review ratings should be used with caution and accompanied by a sentiment evaluation and explainability plays a central role in identifying which are the key concepts of positive or negative ratings, providing invaluable intelligence about the tourist experience.

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数字的语言化:旅游在线评论的可解释框架

人们发现在线评论对决策非常有用。重要的是设计和实现准确的系统来分析评论，并基于文本信息预测其评级。考虑到不同的来源、语言和评估系统，需要智能系统使用文本和数字评论来更好地理解对旅游体验的评价，并获得有用的信息来改进服务。本文旨在提出一个可解释的人工智能框架，有助于对酒店体验的数字和文本评估的讨论。它结合了情感分析和机器学习来准确地建模和解释对游客体验的评价。主要发现是，评论评级应该谨慎使用，并伴随着情绪评估和可解释性在确定正面或负面评级的关键概念方面起着核心作用，为游客体验提供宝贵的情报。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Engineering Business Management BUSINESS-

CiteScore

7.50

自引率

6.10%

发文量

审稿时长

15 weeks

期刊介绍： The International Journal of Engineering Business Management (IJEBM) is an international, peer-reviewed, open access scientific journal that aims to promote an integrated and multidisciplinary approach to engineering, business and management. The journal focuses on issues related to the design, development and implementation of new methodologies and technologies that contribute to strategic and operational improvements of organizations within the contemporary global business environment. IJEBM encourages a systematic and holistic view in order to ensure an integrated and economically, socially and environmentally friendly approach to management of new technologies in business. It aims to be a world-class research platform for academics, managers, and professionals to publish scholarly research in the global arena. All submitted articles considered suitable for the International Journal of Engineering Business Management are subjected to rigorous peer review to ensure the highest levels of quality. The review process is carried out as quickly as possible to minimize any delays in the online publication of articles. Topics of interest include, but are not limited to: -Competitive product design and innovation -Operations and manufacturing strategy -Knowledge management and knowledge innovation -Information and decision support systems -Radio Frequency Identification -Wireless Sensor Networks -Industrial engineering for business improvement -Logistics engineering and transportation -Modeling and simulation of industrial and business systems -Quality management and Six Sigma -Automation of industrial processes and systems -Manufacturing performance and productivity measurement -Supply Chain Management and the virtual enterprise network -Environmental, legal and social aspects -Technology Capital and Financial Modelling -Engineering Economics and Investment Theory -Behavioural, Social and Political factors in Engineering