Abstract
From a service science approach, this paper describes the use of sentiment analysis technology to analyze visitor’s reviews in order to design experiences in the tourism business sector. Despite what the mere accidental observation could show, tourism is one of the significant experiences for human beings and that makes it optimal to test new concepts in service science, such as experience design and sentiment analysis. This is the first time in the literature that both concepts are used in the analysis of a large number of tourist reviews across a whole country. The value of this work lies in providing experience design recommendations on the basis of a systematic study. Thus, the potential of analyzing services through a scientific focus is shown .
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The authors of this paper would like to express their gratitude to Bitext for providing the sentiment analysis technology that made possible the data exploration.
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Alcoba, J., Mostajo, S., Paras, R., Mejia, G.C., Ebron, R.A. (2016). Framing Meaningful Experiences Toward a Service Science-Based Tourism Experience Design. In: Borangiu, T., Dragoicea, M., Nóvoa, H. (eds) Exploring Services Science. IESS 2016. Lecture Notes in Business Information Processing, vol 247. Springer, Cham. https://doi.org/10.1007/978-3-319-32689-4_10
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