Business & Management Studies

Abstract

This paper explores emotional perceptions extracted from online consumer reviews posted on TripAdvisor. More specifically, the study analyzes valence and arousal using the Affective Norms for English Words and a database of 10,000 comments in two languages (English and Spanish) on budget and premium hotels on a worldwide scale. An emotional analysis of tourist comments allows us to summarize the features highlighted by customers, identifying those which are more important for hotels aiming to offer better services. The results are presented in four linguistic categories to allow a closer focus on the emotional value of tourist reviews. The categorization shows a general use of words with high valence and arousal, allowing a classification within a dimensional affective space. The use of positive, negative, and exciting words is discussed, explaining the importance of a cohesive transmission of emotion depending on hotel category.