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Drivers of Emotions in Airbnb-Reviews

  • Christian WeismayerEmail author
  • Ilona Pezenka
Conference paper

Abstract

The sharing economy rapidly led to changes within the travel accommodation service industry over the last decade. Because of these changes, reviews are becoming more and more important. Reviews are particularly useful for peer-to-peer (P2P) platforms, as they reflect past experience from other customers and, in most cases, they are the only source of information available. Since customers take these reviews into consideration in their travel planning, understanding the composition of customer experience and feelings in the rating process is essential. Literature shows that there are different consequences of emotionality expressed in reviews. Thus, this paper explores the relationship between different lodging aspects and their roles in the formation of emotional content in reviews. This is achieved by exploring emotional expressions in reviews to reveal which criteria evoke which kind of emotions. In this way, a more precise customer sentiment understanding is derived. The findings provide a new angle on investigating customer behaviour.

Keywords

Verbal emotion recognition Peer-to-peer (P2P) Sharing economy Review 

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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of Sustainability, Governance, and MethodsMODUL University ViennaViennaAustria
  2. 2.Department of CommunicationFHWien University of Applied Sciences of WKWViennaAustria

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