This study aims to use computational linguistics, visual analytics, and deep learning techniques to analyze hotel reviews and responses collected on TripAdvisor and to identify response strategies. To this end, we collected and analyzed 113,685 hotel reviews and responses and their semantic and syntactic relations. We are among the first to use visual analytics and deep learning-based natural language processing to empirically identify managerial responses. The empirical results indicate that our proposed multi-feature fusion, convolutional neural network model can make different types of data complement each other, thereby outperforming the comparisons. The visualization results can also be used to improve the performance of the proposed model and provide insights into response strategies, which further shows the theoretical and technical contributions of this study.
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