Automated Topic Modeling of Negative Tourist Reviews
Keywords:Traveler satisfaction, Latent Dirichlet allocation, Anna Karenina effect, TripAdvisor, Social media.
AbstractAutomated content analysis of online travel reviews allows analysis of topics of travelers’ satisfaction and dissatisfaction, yet its domain is not well researched. We suggest that the “Anna Karenina principle” positing a greater variability of the factors leading to business failure as opposed to those leading to its success results in limitations of topic modeling applied to dissatisfied visitor reviews. We test our hypothesis using TripAdvisor reviews of the Museum of Terracotta Warriors (China). Our findings confirm the hypothesis; we also report the main themes of satisfaction and dissatisfaction of visitors from mainland China and industrialized English speaking countries.
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