Mining Online Hotel Reviews: A Case Study from Hotels in China
نویسندگان
چکیده
Social media plays an important role in today’s world and provides an efficient way for business to interact and communicate with their customers. The purpose of this paper is to analyze the English written online reviews of some three to five-star hotels in four big cities in China: Beijing, Shanghai, Guangzhou, and Shenzhen. 58 three to five-star hotels were selected through TripAdvisor including 34 domestic hotels and 24 global chain hotels. Studies indicate that organizations that focus on analytics significantly outperform their peers on the key business metrics of growth, earnings and performance. The results of the case study offer clear managerial implications for hotel managers through the use of natural language preprocessing, text mining and sentiment analysis techniques.
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