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Detecting Emotions in User Generated Content and Their Influence on Tourist Satisfaction
Mid Sweden University, Faculty of Human Sciences, Department of Economics, Geography, Law and Tourism.
2025 (English)In: Springer Proceedings in Business and Economics, Springer Nature , 2025, p. 201-211Conference paper, Published paper (Refereed)
Abstract [en]

In today’s society, online reviews play a significant role in tourist’s decision making and understanding the emotions expressed in reviews can provide valuable insights into tourists’ perceptions. The study bears an understanding of emotions that tourists express in user generated content, aiming to gain insights into the satisfaction experienced within touristic activities. In contrast to traditional research, this study conceptualizes emotions not only in terms of positive, negative, or neutral sentiment, but builds on emotion theory which proposes primary emotions, such as joy, love, anger, or fear. The study successfully shows that primary emotions in online reviews can be detected using deep learning methods. Findings reveal the multi-faceted nature of emotional experiences within the scope of tourism and show the influence of certain emotions towards tourist satisfaction.

Place, publisher, year, edition, pages
Springer Nature , 2025. p. 201-211
Keywords [en]
BERT, Customer satisfaction, Deep learning, Emotion detection, User generated content
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-54729DOI: 10.1007/978-3-031-83705-0_17Scopus ID: 2-s2.0-105007223225ISBN: 9783031837043 (print)OAI: oai:DiVA.org:miun-54729DiVA, id: diva2:1975524
Conference
32nd ENTER International eTourism Conference, ENTER 2025
Available from: 2025-06-24 Created: 2025-06-24 Last updated: 2025-09-25Bibliographically approved

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  • apa
  • ieee
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Language
  • de-DE
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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  • asciidoc
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