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Characterising sentiment spill-over in restaurant reviews
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Autores
Resumo(s)
Usual restaurants’ attributes such as menu price, cuisine type, and overall rating are key factors
often considered by consumers when deciding to go out to eat. Such metrics are also largely
explored by virtual communities, e.g. TripAdvisor, which allow users to rate restaurants and
share their experience through online reviews. Such model raises the question whether
sentiment spill-over occurs based on these features or, in other words, whether specific
restaurant characteristics can influence or bias sentiment orientation. Using Network Analysis,
online consumer reviews, and lexicon-based Sentiment Analysis this study presents an
approach to identify whether restaurants with similar characteristics share similar sentiment
orientation. Although results showed that it is possible to map sentiment orientation to
restaurant characteristics, no evidence was found of a deterministic proxy between these
features with sentiment orientation, meaning that the sentiment towards a restaurant is likely to
be influenced by other factors rather than menu price, cuisine type or rating. In addition, the
analysis showed that restaurants in Lisbon have an overall good rate and that the rates correlate
positively with favourable sentiments for both Portuguese and English languages.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
Palavras-chave
Restaurant eWOM Sentiment Analysis Network Analysis