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Abstract

The Internet, and in particular User Generated Content (UGC), has provided new ways through which consumers dissatisfied with hotel services can air their complaints. This research applied content analysis to one of the numerous hotel review websites available on the Internet (booking.com) to study ...

Author(s)
Chiappa, G. del; Dall'Aglio, S.
Publisher
Springer-Verlag Wien, A-1201 Wien, Austria
Citation
Information and communication technologies in tourism 2012, Helsingborg, Sweden, January 25-27, 2012, 2012, pp 459
Abstract

In this paper we propose a system that performs the classification of customer reviews of hotels by means of a sentiment analysis. We elaborate on a process to extract a domain specific lexicon of semantically relevant words based on a given corpus (Scharl et al., 2003; Pak & Paroubek, 2010). The...

Author(s)
Gräbner, D.; Zanker, M.; Fliedl, G.; Fuchs, M.
Publisher
Springer-Verlag Wien, A-1201 Wien, Austria
Citation
Information and communication technologies in tourism 2012, Helsingborg, Sweden, January 25-27, 2012, 2012, pp 470
Abstract

Managing online reviews is fundamental to the marketing of hotels. Reputation Management Systems need strengthening their methodologies to support their aim efficiently. This paper develops a conceptual framework for Hotel Online Reputation and the kernel for Ontology Learning. This is done through ...

Author(s)
Reino, S.; Serna, A.; Lamsfus, C.; Azua-Sorzabal, A.
Publisher
Springer-Verlag Wien, A-1201 Wien, Austria
Citation
Information and communication technologies in tourism 2012, Helsingborg, Sweden, January 25-27, 2012, 2012, pp 414
Abstract

User reviews and comments on hotels on the Web are an important information source in travel planning. Knowledge of such comments therefore can be important to the hotel management for quality control. But often it is difficult to find and to follow such information on the Web. We present a system...

Author(s)
Kasper, W.; Vela, M.
Publisher
Springer-Verlag Wien, A-1201 Wien, Austria
Citation
Information and communication technologies in tourism 2012, Helsingborg, Sweden, January 25-27, 2012, 2012, pp 482