Semantic Fields to Improve Business: the hotels case
DOI:
https://doi.org/10.21664/2238-8869.2016v5i2.p47-60Abstract
The decision-making from a tourist depends on the social media experience. For tourists, the importance of qualitative sources (for example, comments in forums of websites, blogs and social networks: Internet technologies) is increasing for tourist enterprises. A representative percentage of tourists choose destinations thanks to the opinions of other users. In this article, we use the methodology of sentiment analysis and opinion mining to capture keywords and linking messages with a singular semantic field to find the principal concepts of online comments collected in Booking and TripAdvisor opinion platforms for tourists staying in hotels. We conclude that hotels find in the semantic fields a tool for observing internal strengths and weaknesses and external opportunities and threats.References
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Taboada M, Brooke J, Tofiloski M, Voll K, Stede M 2011. Lexicon-based methods for sentiment analysis. Computational linguistics, 37(2):267–307.
Vermeulen IE, Seegers D 2009. Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30: 123-127.
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Bhattacherjee A, Sanford C 2006. Influence Processes for Information Technology Acceptance: An Elaboration Likelihood Model. MIS Quarterly 30(4).
Boyd D 2007. Why Youth (Heart) Social Network Sites: The Role of Networked Publics in Teenage Social Life. In MacArthur Foundation Series on Digital Learning Youth, Identity, and Digital Media Volume, MIT Press, Cambridge, MA.
Celaya J 2008. La Empresa en la Web 2.0. Editorial Grupo Planeta, Barcelona.
Colaco P 2010. Booking.com, ¿tu peor mejor amigo?, TecnoHotel 734: 46-47.
Chatterjee P 2001. Online reviews: Do consumers use them? Advances in Consumer Research, 28: 129-133.
Fondevila-Gascón JF 2010. El cloud journalism: un nuevo concepto de producción para el periodismo del siglo XXI, Observatorio (OBS*) Journal, 4(1):19-35.
Fondevila-Gascón JF 2014. El uso de hipertexto, multimedia e interactividad en periodismo digital: propuesta metodológica de ranking de calidad. ZER, Revista de Estudios de Comunicación (Journal of Communication Studies), 19(36):55-76.
Fondevila-Gascón JF, Carreras-Alcalde M, Del Olmo-Arriaga JL 2012. Impacto de las tecnologías de la información y la comunicación en la elección de Universidad: el caso de Internet y las redes sociales. Edutec-E. Revista Electrónica de Tecnología Educativa, 39:01–12.
Fondevila-Gascón JF, Carreras-Alcalde M, Mir-Bernal P, Del Olmo-Arriaga JL, Pesqueira-Zamora MJ 2014. El impacto de la mensajería instantánea en los estudiantes en forma de estrés y ansiedad para el aprendizaje: análisis empírico. Didáctica, Innovación y Multimedia, 10(30).
Fondevila-Gascón JF, Del Olmo-Arriaga JL, Sierra-Sánchez J 2012. Búsqueda de información y redes sociales: el caso de la universidad. Vivat Academia, 117-bis), XIV: 497–511.
Fondevila-Gascón JF, Mir-Bernal P, Rom-Rodríguez J, Santana-López E, Botey-López J 2016. Tendencias en métricas en medios sociales. Impacto en la publicidad. In Ingrid Zacipa-Infante, Victoria Tur-Viñes, Jesús Segarra-Saavedra. Tendencias publicitarias en Iberoamérica. Diálogo de saberes y experiencias, Colección Mundo Digital, Universidad de Alicante. p.155-170.
Fondevila-Gascón JF, Mir-Bernal P 2014. Brand.com. How Internet transforms reputation management. EBES Conference, Barcelona.
Fondevila-Gascón JF, Perelló-Sobrepere M 2014. The rise of Twitter in the Latin American landscape: a study of the most followed accounts in Brazil, Mexico, Argentina, Colombia and Venezuela. ALAIC (Revista Latinoamericana de Ciencias de la Comunicación), 10(19):108-119.
Hennig-Thurau T, Gwinner KP, Walsh G, Gremler DD 2004. Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1):38-52.
Jia L, Yu C, Meng W 2009. The Effect of Negation on Sentiment Analysis and Retrieval Effectiveness. Proceedings of the 18th ACM International Conference on Information and Knowledge Management (CIKM 2009).
Khammash M, Griffiths GH 2011. Arrivederci ciao.com, buongiorno bing.com’ — electronic word-of-mouth (eWOM), antecedences and consequences. International Journal of Information Management, 31(1):82–87.
López M, Sicilia M 2013. Boca a boca tradicional versus electrónico: la participación como factor explicativo de la influencia del boca a boca electrónico. Revista Española de Investigación de Marketing, ESIC, 17: 07-38.
Luo X, Andrews M, Song Y, Aspara J 2014. Group-Buying Deal Popularity. Journal of Marketing, 78(2):20-33.
ONTSI 2012. La Sociedad en Red. ONTSI, Madrid.
Pang B, Lee L 2008. Foundations and Trends in Information Retrieval. Opinion mining and sentiment analysis, 2(1-2):01-135.
Pang B, Lee L, Vaithyanathan S 2002. Thumbs up?: sentiment classification using machine learning techniques. Proceedings of the ACL-02 conference on Empirical methods in natural language processing, 10:79–86.
Serra A, Salvi F 2014. New consumer behavior: A review of research on EWOM and hotels. International Journal of Hospitality Management, 36: 41-52.
Sparks B, Browning V 2011. The impact of online reviews on hotel booking intentions and trust. Tourism Management, 32(6):1310-1323.
Taboada M, Brooke J, Tofiloski M, Voll K, Stede M 2011. Lexicon-based methods for sentiment analysis. Computational linguistics, 37(2):267–307.
Vermeulen IE, Seegers D 2009. Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30: 123-127.
Wang Y, Fesenmaier DR 2004. Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management, 25: 709-722.
Zhu F, Zhang X 2010. Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics. Journal of Marketing, 74(2):133-148.
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Published
2016-12-12
How to Cite
FONDEVILA-GASCÓN, Joan-Francesc et al. Semantic Fields to Improve Business: the hotels case. Fronteiras - Journal of Social, Technological and Environmental Science, [S. l.], v. 5, n. 2, p. 47–60, 2016. DOI: 10.21664/2238-8869.2016v5i2.p47-60. Disponível em: https://revistas.unievangelica.edu.br/index.php/fronteiras/article/view/2030. Acesso em: 25 dec. 2024.
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Special Edition - Qualitative Research, Social and Environmental Science
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