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Social Network Analysis and Mining

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01-12-2020 | Original Article

Neutrality may matter: sentiment analysis in reviews of Airbnb, Booking, and Couchsurfing in Brazil and USA

Authors: Gustavo Santos, Vinicius F. S. Mota, Fabrício Benevenuto, Thiago H. Silva

Published in: Social Network Analysis and Mining | Issue 1/2020

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Abstract

Information and communications technologies have enabled the rise of the phenomenon named sharing economy, which represents activities between people, coordinated by online platforms, to obtain, provide, or share access to goods and services. In hosting services of the sharing economy, it is common to have a personal contact between the host and guest, and this may affect users’ decision to do negative reviews, as negative reviews can damage the offered services. To evaluate this issue, we collected reviews from two sharing economy platforms, Airbnb and Couchsurfing, and from one platform that works mostly with hotels (traditional economy), Booking.com, for some cities in Brazil and the USA. Through a sentiment analysis, we found that reviews in the sharing economy tend to be considerably more positive than those in the traditional economy. This can represent a problem in those systems, as an experiment with volunteers performed in this study suggests. In addition, we discuss how to exploit the results obtained to help improve users’ decision making.

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Title: Neutrality may matter: sentiment analysis in reviews of Airbnb, Booking, and Couchsurfing in Brazil and USA
Authors: Gustavo Santos
Vinicius F. S. Mota
Fabrício Benevenuto
Thiago H. Silva
Publication date: 01-12-2020
Publisher: Springer Vienna
Published in: Social Network Analysis and Mining / Issue 1/2020
Print ISSN: 1869-5450
Electronic ISSN: 1869-5469
DOI: https://doi.org/10.1007/s13278-020-00656-5

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