“Don’t Shop Here” is the title of a Facebook group that posts authentic customer reviews, written by Egyptians, on different products and services. Since these are form communication takes place via electronic devices internet, it considered Computer-Mediated Discourse (CMD), also known as Communication (CMC). From title, consumers’ published in mostly negative, with live interaction comments m...

This paper presents text mining using SAS® Text Miner and Megaputer PolyAnalyst® specifically applied for hotel customer survey data, and its data management. The paper reviews current literature of text mining, and discusses features of these two text mining software packages in analyzing unstructured qualitative data in the following key steps: data preparation, data analysis, and result repo...

With the rapidly increasing number of Thai online customer reviews available in social media and websites, sentiment analysis technique, also called opinion mining, has become an important task in the past few years. This technique aims to analyze people’s emotions, opinion, attitudes and sentiments. The classical approaches for opinion mining represents the reviews as bag-of-words as many word...

Firms’ incentives to manufacture biased user reviews impede review usefulness. We examine the differences in reviews for a given hotel between two sites: Expedia.com (only a customer can post a review) and TripAdvisor.com (anyone can post). We argue that the net gains from promotional reviewing are highest for independent hotels with single-unit owners and lowest for branded chain hotels with m...

Merchants selling products on the Web often ask their customers to share their opinions and hands-on experiences on products they have purchased. As e-commerce is becoming more and more popular, the number of customer reviews a product receives grows rapidly. This makes it difficult for a potential customer to read them to make an informed decision on whether to purchase the product. In this re...

The reception of the book by my five distinguished colleagues was generally positive, for which I am grateful. There was, however, very little reference, positive or negative, to the specific contents of the book. The commentaries were not in any detailed sense "book reviews," nor, perhaps, were they meant to be. It was more that the commentators, each having done some work on rewardschedule ef...