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This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences.Design/methodology/approachThis study applied sentiment analysis to determine the polarity of a given comment. Furthermore, content analysis was conducted based on the core attributes of the customer dining experiences.FindingsPositive feelings towards the food and the service do not show a linear relationship, while the overall dining experiences increase in line with the positive feelings on food quality. Moreover, feelings towards the atmosphere of the restaurants are the most positive in peak season.Practical implicationsThis study provides guidelines for restaurateurs regarding the aspects that need more attention in different seasons.Originality/valueThe paper contributes to the knowledge of customer feelings in local restaurants/gastronomy and the role seasonality plays in fostering such feelings. In addition, the novel methodological procedures provide insights for tourism research in discovering new dimensions in theories based on big data.
Journal of Hospitality and Tourism Technology – Emerald Publishing
Published: Oct 31, 2020
Keywords: Sentiment analysis; Dining experience; Service quality; Local gastronomy; User-generated content; Seasonality; 关键词 情感分析; 用餐体验; 服务质量; 地方美食; 用户原创内容; 季节性
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