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Title: Can we trace back hotel online reviews’ characteristics using gamification features?
Authors: Moro, S.
Ramos, P.
Esmerado, J.
Jalali, S. M. J.
Keywords: Gamification
Neural networks
Online reviews
Sentiment analysis
Issue Date: 2019
Publisher: Elsevier
Abstract: Gamification is here to stay, and tourism and hospitality online review platforms are taking advantage of it to attract travelers and motivate them to contribute to their websites. Yet, literature in tourism is scarce in studying how effectively is users’ behavior changing through gamification features. This research aims at filling such gap through a data-driven approach based on a large volume of online reviews (a total of 67,685) collected from TripAdvisor between 2016 and 2017. Four artificial neural networks were trained to model title and review's word length, and title and review's sentiment score, using as input 12 gamification features used in TripAdvisor including points and badges. After validating the accuracy of the model for extracting knowledge, the data-based sensitivity analysis was applied to understand how each of the 12 features contributed to explaining review length and its sentiment score. Three badge features were considered the most relevant ones, including the total number of badges, the passport badges, and the explorer badges, providing evidence of a relation between gamification features and traveler's behavior when writing reviews.
Peer reviewed: yes
DOI: 10.1016/j.ijinfomgt.2018.09.015
ISSN: 0268-4012
Accession number: WOS:000453652800008
Appears in Collections:ISTAR-RI - Artigos em revistas científicas internacionais com arbitragem científica
IT-RI - Artigo em revista internacional com arbitragem científica

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