Aspect-Based Sentiment Analysis on Social Media Comments (Twitter) : The Attributes of Service Robots in the Hotel and Restaurant Industry

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dc.contributor.authorAcar, Aysegul
dc.contributor.authorTurten, Burak
dc.contributor.authorDiker, Ersin
dc.date.accessioned2024-09-29T16:02:53Z
dc.date.available2024-09-29T16:02:53Z
dc.date.issued2024
dc.departmentKarabük Üniversitesien_US
dc.description.abstractService robots are becoming more prevalent in the service industry, yet the impact they have on customer experiences is not well-documented. This study identified consumer emotions toward service robots in hotels and restaurants, focusing on how specific attributes of these robots affect consumer emotions. Furthermore, it explored which countries generate the most comments on these service robot attributes and the nature of consumer emotions within these regions. Utilizing sentiment analysis, the study examined 52,513 English-language tweets about hotel and restaurant service robots. Additionally, logistic regression analysis helped quantify the impact of robot attributes - categorized as physical, functional, and relational - on different classes of emotions. The findings reveal that customers of restaurants and hotels were most influenced by the physical and relational attributes of service robots, respectively, with functional attributes having the least impact. The logistic regression analysis offered significant insights into how service robot attributes influence consumer experiences in hotels and restaurants.en_US
dc.identifier.doi10.1080/1528008X.2024.2386590
dc.identifier.issn1528-008X
dc.identifier.issn1528-0098
dc.identifier.scopus2-s2.0-85201003812en_US
dc.identifier.scopusqualityQ2en_US
dc.identifier.urihttps://doi.org/10.1080/1528008X.2024.2386590
dc.identifier.urihttps://hdl.handle.net/20.500.14619/5778
dc.identifier.wosWOS:001287715500001en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherRoutledge Journals, Taylor & Francis Ltden_US
dc.relation.ispartofJournal of Quality Assurance in Hospitality & Tourismen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectWorden_US
dc.subjectservice robotsen_US
dc.subjectsentiment analysisen_US
dc.subjectTwitteren_US
dc.subjecthotel and restaurant industryen_US
dc.titleAspect-Based Sentiment Analysis on Social Media Comments (Twitter) : The Attributes of Service Robots in the Hotel and Restaurant Industryen_US
dc.typeArticleen_US

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