情绪在高级餐厅在线评论中的作用:语义网络分析和机器学习算法的应用

IF 2.9 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality & Tourism Administration Pub Date : 2021-02-13 DOI:10.1080/15256480.2021.1881938

M. Oh, S. Kim

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引用次数: 17

摘要

摘要本研究试图调查香港粤菜餐厅在线评论中包含的基本情绪，并根据每种情绪调查其前因和后果。本研究采用语义网络分析和机器学习算法来实现其研究目标。共使用了2118篇综述进行分析。五种情绪——喜悦、悲伤、厌恶、惊讶和愤怒——占预测准确率的72%。考虑到本研究中的五种情绪与服务、食物和声誉密切相关，这三个组成部分被认为是优质餐厅体验的核心要素。这项研究的结果表明，餐馆应该基于大数据分析来理解顾客的情绪。情感理论和实践意义的结合可以为如何利用大数据提供有意义的证据。

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Role of Emotions in Fine Dining Restaurant Online Reviews: The Applications of Semantic Network Analysis and a Machine Learning Algorithm

ABSTRACT This study attempts to investigate basic emotions incorporated in online reviews of fine dining Cantonese restaurants in Hong Kong and to investigate antecedents and consequences according to each emotion. This study adopts semantic network analysis and a machine learning algorithm to achieve its research objectives. A total of 2,118 reviews were used for the analysis. Five emotions – joy, sadness, disgust, surprise, and anger – accounted for 72% of prediction accuracy. Given that the five types of emotions in this study were closely associated with service, food, and reputation, the three components are considered the core elements of a fine dining restaurant experience. Results of this study imply that restaurants should understand customers’ emotion based on big data analysis. The integration of emotion theory and practical implications can provide meaningful evidence on how to capitalize on big data.

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来源期刊

International Journal of Hospitality & Tourism Administration HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

6.30

自引率

8.60%

发文量

期刊介绍： The International Journal of Hospitality & Tourism Administration is an applied, internationally oriented hospitality and tourism management journal designed to help practitioners and researchers stay abreast of the latest developments in the field as well as facilitate the exchange of ideas. The journal addresses critical competency areas that will help practitioners be successful in this growing field now and into the future. An exciting and challenging international forum, the journal reflects current happenings and trends in the industry.