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1、TourismManagement59(2017)467e483ContentslistsavailableatScienceDirectTourismManagementjournalhomepage:www.elsevier.com/locate/tourmanMiningmeaningfromonlineratingsandreviews:Touristsatisfactionanalysisusinglatentdirichletallocationab,*aYueGuo,StuartJ.Barnes,QiongJiaaHo
2、haiUniversity,NanjingCity,JiangSuProvince21110,ChinabSchoolofManagementandBusiness,King'sCollegeLondon,Franklin-WilkinsBuilding,150StamfordStreet,LondonSE19NH,UnitedKingdomhighlightsExtractionofdimensionsofvisitorsatisfactionfromonlinehotelreviews.Useslatentdirichlet
3、analysisonbigdatatoidentifythevoice-of-thecustomer.Identificationof19controllabledimensionsforhotel-customerinteraction.Heterogeneityfoundamongstdifferentvisitordemographicsegments.Perceptualmappingidentifieskeydimensionsaccordingtohotelstar-rating.articleinfoabstract
4、Articlehistory:Consumer-generatedcontenthasprovidedanimportantnewinformationmediumfortourists,Received26February2016throughoutthepurchasinglifecycle,transformingthewaythatvisitorsevaluate,selectandshareex-Receivedinrevisedformperiencesabouttourism.Researchinthisareahas
5、largelyfocusedonquantitativeratingsprovidedon8September2016websites.However,advancedtechniquesforlinguisticanalysisprovidetheopportunitytoextractAccepted9September2016meaningfromthevaluablecommentsprovidedbyvisitors.Inthispaper,weidentifythekeydimensionsAvailableonline
6、17September2016ofcustomerservicevoicedbyhotelvisitorsuseadataminingapproach,latentdirichletanalysis(LDA).Thebigdatasetincludes266,544onlinereviewsfor25,670hotelslocatedin16countries.LDAuncoversKeywords:19controllabledimensionsthatarekeyforhotelstomanagetheirinteraction
7、swithvisitors.WealsofindOnlinereviewsVisitorsatisfactiondifferencesaccordingtodemographicsegments.PerceptualmappingfurtheridentifiesthemostDataminingimportantdimensionsaccordingtothestar-ratingofhotels.WeconcludewiththeimplicationsofourLatentdirichletanalysisstudyforfutu
8、reresearchandpractice.Perceptualmapping©2016ElsevierLtd.Allrightsreserved.1.Introductionstudieshaveproposedthatcustom
