Document Type

Journal Article

Publication Title

Journal of Hospitality Marketing and Management

ISSN

19368623

Publisher

Taylor and Francis

School

School of Business and Law

RAS ID

32123

Funders

National Social Science Fund of China Science and Technology Commision of Shanghai Municipality

Comments

This is an Accepted Manuscript of an article published by Taylor & Francis in JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT on 16/06/2020, available online: http://www.tandfonline.com/10.1080/19368623.2020.1772163

Luo, J., Huang, S., & Wang, R. (2020). A fine-grained sentiment analysis of online guest reviews of economy hotels in China. Journal of Hospitality Marketing & Management, 30(1), 71-95. https://doi.org/10.1080/19368623.2020.1772163

Abstract

© 2020, © 2020 Taylor & Francis Group, LLC. This study aims to investigate the experiences of Chinese economy hotel guests by applying deep learning fine-grained sentiment analysis on 363,723 Chinese-text online reviews. Findings reveal that location is the domain that most of the positive sentiments are associated, followed by facilities, service, price, image, and reservation experience. Prominent features with negative sentiments include sound insulation, air conditioning, beddings, windows, toilets, TV sets, WiFi signals, towels, elevators, hair dryers, slippers, toilet bowls, return cash, invoices. Positive and negative sentiments are compared. This research offers an alternative approach and a more comprehensive understanding of the experiences and sentiments of Chinese economy hotel guests. Theoretical contributions and practical implications regarding economy hotel management are discussed.

DOI

10.1080/19368623.2020.1772163

Available for download on Thursday, December 16, 2021

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