Artificial Intelligence and Visual Analytics: A Deep-Learning Approach to Analyze Hotel Reviews & Responses

Chih-Hao Ku, Yung-Chun Chang, Yichuan Wang, Chien-Hung Chen, Shih-Hui Hsiao

研究成果: 書貢獻/報告類型會議貢獻

摘要

With a growing number of online reviews, consumers often rely on these reviews to make purchase decisions. However, little is known about managerial responses to online hotel reviews. This paper reports on a framework to integrate visual analytics and machine learning techniques to investigate whether hotel managers respond to positive and negative reviews differently and how to use a deep-learning approach to prioritize responses. In this study, forty 4-and 5-star hotels in London with 91,051 reviews and 70,397 responses were collected and analyzed. Visual analyses and machine learning were conducted. The results indicate most hotels (72.5%) showing no preference to respond to positive and negative reviews. Our proposed deep-learning approach outperformed existing algorithms to prioritize responses.
原文英語
主出版物標題Proceedings of the 52nd Annual Hawaii International Conference on System Sciences, HICSS 2019
發行者IEEE Computer Society
頁面5238-5277
出版狀態已發佈 - 1月 8 2019
事件52nd Annual Hawaii International Conference on System Sciences, HICSS 2019 - Maui, 美国
持續時間: 1月 8 20191月 11 2019

出版系列

名字Proceedings of the Annual Hawaii International Conference on System Sciences
2019-January
ISSN(列印)1530-1605

會議

會議52nd Annual Hawaii International Conference on System Sciences, HICSS 2019
國家/地區美国
城市Maui
期間1/8/191/11/19

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