Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
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Date
2022
Journal Title
Journal ISSN
Volume Title
Publisher
Elservier
Abstract
This research explores the relationship between customers’ emotions and sentiments generated by the interaction
with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied
to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and
sentiments detected in the reviews, the robots’ functional typologies and traveller categories. The originality of
this research is mainly found in the quantification of the relationship between robot functionality, traveller type
and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension
of robots implemented in hotels.
Description
Tourism Management 93 (2022) 104586
Keywords
Human-robot interaction,Sentiment analysis,Robots functionality,Traveller,TripAdvisor rating,Text mining