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 domainspecific lexicon of semantically relevant words based on a given corpus (Scharl et al., 2003; Pak & Paroubek, 2010). The resulting lexicon backs the sentiment analysis for generating a classification of the reviews. The evaluation of the classification on test data shows that the proposed system performs better compared to a predefined baseline: if a customer review is classified as good or bad the classification is correct with a probability of about 90%.
This is a preview of subscription content, log in via an institution to check access.
Preview
Unable to display preview. Download preview PDF.
References
Bosangit, C., McCabe, S. & Hibbert, S. (2009). What is Told in Travel Blogs? Exploring Travel Blogs for Consumer Narrative Analysis. In W. Höpken, U. Gretzel & R. Law (Eds.). Information and Communication Technologies in Tourism 2009. Wien New York: Springer, pp.61–71.
Boiy, E. & Moens, M. (2009). A machine learning approach to sentiment analysis in multilingual Web texts. Information Retrieval 12(5): 526–558.
Carson, D. (2008). The Blogosphere as a Market Research Tool for Tourism Destinations. Journal of Vacation Marketing 14(2): 111–119.
Dippelreiter, B., Grün, Chr., Pöttler, M., Seidel, I., Berger, H., Dittenbach, M. & Pesenhofer, A. (2007). Online Tourism Communities on the Path to Web 2.0 — An Evaluation, Virtual Communities in Travel and Tourism. Information Technology & Tourism 10(4): 329–353.
Gindl, S., Weichselbraun, A. & Scharl, A. (2010). Cross-Domain Contextualisation of Sentiment Lexicons. In Proceeding of the 2010 conference on ECAI 2010: 19th European Conference on Artificial Intelligence, pp. 771–776.
Lin, Y.S. & Huang, J.Y., (2006). Internet blogs as a tourism marketing medium: A case study. Journal of Business Research 59(10–11): 1201–1205.
Litvin, S.W., Goldsmith, R.E. & Pan, B. (2008). Electronic Word-Of-Mouth in Hospitality and Tourism Management. Tourism Management 29(3): 458–68.
Manning, C.D. & Schuetze, H. (1999). Foundations of Statistical Natural Language Processing (1st edition). MIT Press,.
O’Connor, P. (2008). User-Generated Content and Travel — A Case Study on Tripadvisor.Com. In O’Connor, P., Höpken, W. and Gretzel, U (Eds.), Information and Communication Technologies in Tourism 2008. New York: Springer, pp. 47–58.
Ohana, B. & Tierney, B. (2009). Sentiment Classification of Reviews Using SentiWordNet. In Proceedings of the 9th IT&T Conference. Dublin, Ireland: Dublin Institute of Technology.
Pak, A. & Paroubek, P. (2010). Twitter as a Corpus for Sentiment Analysis and Opinion Mining. In Proceedings of the Seventh conference on International Language Resources and Evaluation (LREC’10), Valletta, Malta.
Pan, B., MacLaurin, T. & Crotts, J. C. (2007). Travel Blogs and the Implications for Destination Marketing. Journal of Travel Research 46(4): 35–45.
Pang, B. & Lee, L. (2008). Opinion Mining and Sentiment Analysis, Foundations and Trends in Information Retrieval 2(1–2): 1–135.
Scharl, A., Pollach, I. & Bauer, C. (2003). Determining the Semantic Orientation of Web-based Corpora. In J. Liu, Y. Cheung & H. Yin (Eds.), Intelligent Data Engineering and Automated Learning, 4th Int. Conference, Ideal, 2003, Hong Kong (Lecture Notes in Computer Science Vol. 2690). Berlin: Springer, pp. 840–849.
Schmallegger, D. & Carson, D. (2008). Blogs in Tourism: Changing Approaches to Information Exchange. Journal of Vacation Marketing 14(2): 99–110.
Taboada, M., Brooke, J., Tofiloski, M., Voll, K.D. & Stede, M., (2011). Lexicon-Based Methods for Sentiment Analysis. Computational Linguistics 37(2): 267–307.
Taboada, M. & Grieve, J. (2004). Analyzing Appraisal Automatically, Proceedings of the AAAI Spring Symposium on Exploring Attitude and Affect in Text.
Vermeulen, I.E. & Seegers, D. (2009). Tried and Tested: The Impact of Online Hotel Reviews on Consumer Consideration. Tourism Management 30(2): 123–127.
Xiang, Z. & Gretzel, U. (2010). Role of Social Media in Online Travel Information Search. Tourism Management 31(2): 179–188
Ye, Q., Law, R., Gu, B. & Chen, W. (2011). The Influence of User-Generated Content on Traveler Behavior: An Empirical Investigation on the Effects of e-Word-Of-Mouth to Hotel Online Bookings. Computers in Human Behavior 27(2): 634–39.
Zehrer, A., Crotts, J.C. & Magnini, V.P. (2011). The Perceived Usefulness of Blog Postings: An Extension of the Expectancy-Disconfirmation Paradigm. Tourism Management 32(1): 106–13.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2012 Springer-Verlag/Wien
About this paper
Cite this paper
Gräbner, D., Zanker, M., Fliedl, G., Fuchs, M. (2012). Classification of Customer Reviews based on Sentiment Analysis. In: Fuchs, M., Ricci, F., Cantoni, L. (eds) Information and Communication Technologies in Tourism 2012. Springer, Vienna. https://doi.org/10.1007/978-3-7091-1142-0_40
Download citation
DOI: https://doi.org/10.1007/978-3-7091-1142-0_40
Publisher Name: Springer, Vienna
Print ISBN: 978-3-7091-1141-3
Online ISBN: 978-3-7091-1142-0