TY - GEN
T1 - Artificial Intelligence and Visual Analytics: A Deep-Learning Approach to Analyze Hotel Reviews & Responses
AU - Ku, Chih-Hao
AU - Chang, Yung-Chun
AU - Wang, Yichuan
AU - Chen, Chien-Hung
AU - Hsiao, Shih-Hui
PY - 2019/1/8
Y1 - 2019/1/8
N2 - With a growing number of online reviews, consumers often rely on these reviews to make purchase decisions. However, little is known about managerial responses to online hotel reviews. This paper reports on a framework to integrate visual analytics and machine learning techniques to investigate whether hotel managers respond to positive and negative reviews differently and how to use a deep-learning approach to prioritize responses. In this study, forty 4- and 5-star hotels in London with 91,051 reviews and 70,397 responses were collected and analyzed. Visual analyses and machine learning were conducted. The results indicate most hotels (72.5%) showing no preference to respond to positive and negative reviews. Our proposed deep-learning approach outperformed existing algorithms to prioritize responses. © 2019 IEEE Computer Society. All rights reserved.
AB - With a growing number of online reviews, consumers often rely on these reviews to make purchase decisions. However, little is known about managerial responses to online hotel reviews. This paper reports on a framework to integrate visual analytics and machine learning techniques to investigate whether hotel managers respond to positive and negative reviews differently and how to use a deep-learning approach to prioritize responses. In this study, forty 4- and 5-star hotels in London with 91,051 reviews and 70,397 responses were collected and analyzed. Visual analyses and machine learning were conducted. The results indicate most hotels (72.5%) showing no preference to respond to positive and negative reviews. Our proposed deep-learning approach outperformed existing algorithms to prioritize responses. © 2019 IEEE Computer Society. All rights reserved.
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M3 - Conference contribution
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 5238
EP - 5277
BT - Proceedings of the 52nd Annual Hawaii International Conference on System Sciences, HICSS 2019
PB - IEEE Computer Society
T2 - 52nd Annual Hawaii International Conference on System Sciences, HICSS 2019
Y2 - 8 January 2019 through 11 January 2019
ER -