手法を比較

	TripAdvisor Review Sentiment Mining	Expectancy-Disconfirmation Tourist Satisfaction
分野	Tourism	Tourism Recreation
系統	Machine learning	Process / pipeline
提唱年	2008	1980
提唱者	Bo Pang & Lillian Lee (opinion mining); applied to hotel reviews by Zheng Xiang and colleagues	Richard L. Oliver
種類	Supervised/lexicon text-classification of review polarity and opinion	Cognitive model of satisfaction from expectation-performance disconfirmation
原典	Pang, B., & Lee, L. (2008). Opinion Mining and Sentiment Analysis. Foundations and Trends in Information Retrieval, 2(1-2), 1-135.	Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
別名	Online Hotel Review Sentiment Analysis, Travel Review Opinion Mining, Hospitality Review Polarity Classification, Tourism Review Sentiment Classification	Expectation-Disconfirmation Model, Disconfirmation of Expectations Paradigm, Tourist Satisfaction Disconfirmation Analysis
関連	4	3
概要	TripAdvisor review sentiment mining applies opinion mining and sentiment analysis to the large volumes of online reviews that travellers write about hotels, restaurants and attractions on platforms such as TripAdvisor. Grounded in the opinion-mining methodology surveyed by Pang and Lee (2008), it uses lexicon-based or machine-learning text classifiers to determine whether a review, sentence or opinion is positive, negative or neutral, turning unstructured free text into structured sentiment data. Applied to hospitality, as demonstrated by Xiang and colleagues (2015) in their big-data analysis of hotel guest experience, the technique can go beyond an overall verdict to extract aspect-level sentiment, revealing how guests feel about specific facets like room, service, location, value and cleanliness. The result is a scalable way to read what thousands of guests are actually saying and to quantify the tone of a property's online reputation.	The expectancy-disconfirmation paradigm is the dominant theory of consumer satisfaction and, applied to tourism, the foundation for understanding why tourists are satisfied or disappointed. Set out in Richard Oliver's 1980 cognitive model, the paradigm holds that satisfaction is not determined by how good an experience is in absolute terms but by how the experience compares with prior expectations: when perceived performance exceeds expectations there is positive disconfirmation and satisfaction rises, when it falls short there is negative disconfirmation and satisfaction falls, and when it matches there is confirmation. In tourism this explains why the same destination can delight one visitor and disappoint another depending on what each anticipated. The analysis measures expectations and perceived performance, derives the disconfirmation between them, models how disconfirmation and expectations drive satisfaction, and links satisfaction to outcomes such as intention to revisit and to recommend.