TY - JOUR
T1 - Different voices between Airbnb and hotel customers
T2 - An integrated analysis of online reviews using structural topic model
AU - Gao, Baojun
AU - Zhu, Minyue
AU - Liu, Shan
AU - Jiang, Mei
N1 - Publisher Copyright:
© 2022 The Authors
PY - 2022/6
Y1 - 2022/6
N2 - Understanding customer preferences is important for Airbnb accommodation hosts and hotel managers because they compete with and complement each other. As such, this study investigates the topics that appear in Airbnb reviews more than in hotel reviews, the associated sentiment orientation, and how each topic changes with the price and rating of properties. Analysis of 33,487 Airbnb and TripAdvisor reviews using the structural topic model show that out of the 23 topics documented in Airbnb literature, only 12 topics appear more in Airbnb reviews than in hotel reviews. We find that topics of Recommend, Host, Location and Feeling at home associate with positive sentiment, while topics on Smell, Cleanliness, Amenities and In-room facilities tend to be negative. Moreover, friendly host-customer interaction and homey atmosphere determine the highly-rated Airbnb listings, while pleasurable communication with hosts, convenient location, and reliable amenities are the features of high-priced Airbnb listings. These findings enhance our understanding of the preferences and service perceptions of Airbnb customers.
AB - Understanding customer preferences is important for Airbnb accommodation hosts and hotel managers because they compete with and complement each other. As such, this study investigates the topics that appear in Airbnb reviews more than in hotel reviews, the associated sentiment orientation, and how each topic changes with the price and rating of properties. Analysis of 33,487 Airbnb and TripAdvisor reviews using the structural topic model show that out of the 23 topics documented in Airbnb literature, only 12 topics appear more in Airbnb reviews than in hotel reviews. We find that topics of Recommend, Host, Location and Feeling at home associate with positive sentiment, while topics on Smell, Cleanliness, Amenities and In-room facilities tend to be negative. Moreover, friendly host-customer interaction and homey atmosphere determine the highly-rated Airbnb listings, while pleasurable communication with hosts, convenient location, and reliable amenities are the features of high-priced Airbnb listings. These findings enhance our understanding of the preferences and service perceptions of Airbnb customers.
KW - Airbnb
KW - Hotel
KW - Online review
KW - Sentiment analysis
KW - Structural topic model
UR - https://www.scopus.com/pages/publications/85126092366
U2 - 10.1016/j.jhtm.2022.03.004
DO - 10.1016/j.jhtm.2022.03.004
M3 - 文章
AN - SCOPUS:85126092366
SN - 1447-6770
VL - 51
SP - 119
EP - 131
JO - Journal of Hospitality and Tourism Management
JF - Journal of Hospitality and Tourism Management
ER -