Sentiment mining of online reviews of peer-to-peer accommodations: Customer emotional heterogeneity and its influencing factors |
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| Affiliation: | 1. Research Center of Tourism and Service Management, College of Tourism, Huaqiao University, Quanzhou, Fujian, 362021, PR China;2. College of Tourism, Huaqiao University, Quanzhou, Fujian, 362021, PR China;1. Copenhagen Business School, Department of Marketing, Solbjerg Plads 3, 2000, Frederiksberg, Denmark;2. JCU Singapore Business School, James Cook University, 149 Sims Drive, Singapore, 387380, Singapore;3. Department of Hospitality and Tourism Management, Isenberg School of Management, University of Massachusetts, Amherst, 121 Presidents Dr, Amherst, MA, 01003, USA;4. School of Travel Industry Management, Shidler College of Business, University of Hawaii at Mānoa, 2560 Campus Road, Honolulu, HI, 96822, USA;1. College of Management and Economics, Tianjin University, 92 Weijin Street, Tianjin, China;2. College of Tourism and Service Management, Nankai University, 38 Tongyan Road, Tianjin, China;3. Department of Tourism and Hospitality Management, Temple University, 1810 N. 13th Street, Speakman Hall 111 (006-68), Hiladelphia, PA, 19122, USA;4. Asia-Pacific Academy of Economics and Management, Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau, Macau SAR, PR China;1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong;2. Advanced Institute of Business, School of Economics and Management, Tongji University, China;3. Department of Psychological Sciences, Rice University, United States;4. Department of Management & Leadership, C.T. Bauer College of Business, University of Houston, United States;5. Department of Organization and Human Resource Management, School of Management, Harbin Institute of Technology, China;1. Smart Tourism Education Platform, College of Hotel and Tourism Management, Kyung Hee University, Seoul, Republic of Korea;2. Department of Urban Planning and Design, The University of Hong Kong, Hong Kong, China;3. Department of Land Surveying and Geo-Informatics, The Hong Kong Polytechnic University, Hong Kong, China;4. Department of Civil and Environmental Engineering, The Hong Kong University of Science and Technology, Hong Kong, China;5. Institute of Remote Sensing and Geographical Information Systems, School of Earth and Space Sciences, Peking University, Beijing, China;6. Department of Civil, Environmental and Geomatic Engineering, ETH Zurich, Switzerland |
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| Abstract: | The polarized problem of customers' emotional experiences in peer-to-peer accommodations has been exposed and needs urgent solution. However, a research gap remains in understanding the emotional heterogeneity. Therefore, this study explores customers' emotional heterogeneity and drivers for peer-to-peer accommodations using deep learning technologies and social network analysis. The results reveal that: For common causes, the environment is a core driver of customer emotions; While services are not necessary to positive emotions. For special causes, price value and location can stimulate customers' positive emotions, while their absence cannot affect negative emotions; The absence of household amenities cannot hinder the formation of positive emotions; While booking information triggers customers' negative emotions. This study clarifies complex demands of customer emotional experiences in sharing economy and provides a multiple emotional heterogeneity perspective for mining the emotional causes of peer-to-peer accommodation customers. Furthermore, it contributes to implications for improving customer emotional experience with differentiated strategies. |
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| Keywords: | Peer-to-peer accommodation Emotional heterogeneity Influencing factors Sentiment analysis Online reviews |
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