Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach

This research explores the relationship between customers’ emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a r...

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Detalles Bibliográficos
Autores: Orea-Giner, Alicia, Fuentes-Moraleda, Laura, Villacé-Molinero, Teresa, Muñoz-Mazón, Ana, Calero-Sanz, Jorge
Tipo de recurso: artículo
Fecha de publicación:2022
País:España
Institución:Universidad Rey Juan Carlos
Repositorio:BURJC-Digital. Repositorio Institucional de la Universidad Rey Juan Carlos
OAI Identifier:oai:burjcdigital.urjc.es:10115/24443
Acceso en línea:https://hdl.handle.net/10115/24443
Access Level:acceso abierto
Palabra clave:Human-robot interaction
Sentiment analysis
Robots functionality
Traveller
TripAdvisor rating
Text mining
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spelling Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 ApproachOrea-Giner, AliciaFuentes-Moraleda, LauraVillacé-Molinero, TeresaMuñoz-Mazón, AnaCalero-Sanz, JorgeHuman-robot interactionSentiment analysisRobots functionalityTravellerTripAdvisor ratingText miningThis research explores the relationship between customers’ emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and sentiments detected in the reviews, the robots’ functional typologies and traveller categories. The originality of this research is mainly found in the quantification of the relationship between robot functionality, traveller type and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension of robots implemented in hotels.Elsevier202320232022info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/10115/24443reponame:BURJC-Digital. Repositorio Institucional de la Universidad Rey Juan Carlosinstname:Universidad Rey Juan CarlosInglésAttribution-NonCommercial-NoDerivatives 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessoai:burjcdigital.urjc.es:10115/244432026-06-24T12:48:17Z
dc.title.none.fl_str_mv Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
title Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
spellingShingle Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
Orea-Giner, Alicia
Human-robot interaction
Sentiment analysis
Robots functionality
Traveller
TripAdvisor rating
Text mining
title_short Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
title_full Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
title_fullStr Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
title_full_unstemmed Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
title_sort Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
dc.creator.none.fl_str_mv Orea-Giner, Alicia
Fuentes-Moraleda, Laura
Villacé-Molinero, Teresa
Muñoz-Mazón, Ana
Calero-Sanz, Jorge
author Orea-Giner, Alicia
author_facet Orea-Giner, Alicia
Fuentes-Moraleda, Laura
Villacé-Molinero, Teresa
Muñoz-Mazón, Ana
Calero-Sanz, Jorge
author_role author
author2 Fuentes-Moraleda, Laura
Villacé-Molinero, Teresa
Muñoz-Mazón, Ana
Calero-Sanz, Jorge
author2_role author
author
author
author
dc.subject.none.fl_str_mv Human-robot interaction
Sentiment analysis
Robots functionality
Traveller
TripAdvisor rating
Text mining
topic Human-robot interaction
Sentiment analysis
Robots functionality
Traveller
TripAdvisor rating
Text mining
description This research explores the relationship between customers’ emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and sentiments detected in the reviews, the robots’ functional typologies and traveller categories. The originality of this research is mainly found in the quantification of the relationship between robot functionality, traveller type and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension of robots implemented in hotels.
publishDate 2022
dc.date.none.fl_str_mv 2022
2023
2023
dc.type.none.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/10115/24443
url https://hdl.handle.net/10115/24443
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.rights.none.fl_str_mv Attribution-NonCommercial-NoDerivatives 4.0 Internacional
http://creativecommons.org/licenses/by-nc-nd/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Attribution-NonCommercial-NoDerivatives 4.0 Internacional
http://creativecommons.org/licenses/by-nc-nd/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:BURJC-Digital. Repositorio Institucional de la Universidad Rey Juan Carlos
instname:Universidad Rey Juan Carlos
instname_str Universidad Rey Juan Carlos
reponame_str BURJC-Digital. Repositorio Institucional de la Universidad Rey Juan Carlos
collection BURJC-Digital. Repositorio Institucional de la Universidad Rey Juan Carlos
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,812429

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