Expressing the Experience: An Analysis of Airbnb Customer Sentiments

Round 1

Reviewer 1 Report

This paper covers an interesting topic of sentiment analysis of Airbnb reviews. The authors did a great job in the research design and analysis. However, the reasons why this topic and this study are important to investigate need further justification. I would suggest the authors consider "why" in the introduction. In addition, the introduction could start with a discussion of sharing, Airbnb, etc. to address the importance. 

Author Response

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Author Response File: Author Response.pdf

Reviewer 2 Report

The paper focuses on a very interesting theme. The goal of the paper is clear and well motivated. The authors investigate the feelings expressed in the online review on the Airbnb platform.

My only concern is that the theoretical contributions are limited. The paper currently does not clearly show what this research contributes beyond existing research. The current discussion on contributions needs to be expanded and enhanced.

 

I wish the authors the best of luck.

 

Author Response

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Reviewer 3 Report

1. The study aims to analyse the feelings expressed in the online evaluation of usesrs on the Airbnb platform in Fortaleza, capital of Ceará, Brazil. It was analysed 2,353 reviews of 2019 and 2020 related to 506 accommodation offers through manual coding with the aid of NVivo software.

2. Sentiment Analysis was adopted to determined the orientation of feeling and the intensity of feeling. A four gradation was used: Very Positive, Moderately Positive, Moderately Negative and Very Negative. However, because this is a relatively newer analysis, it is suggested that the authors refer more references regarding the method to convince the readers and justified the validity and reliability of the results.

3. In line 335, as the authors stated, "The results come as no surprise in light of previous studies." However, while this is a descriptive analysis, it is still suggested that the authors derive more 'so what' from the study results.

4.  It is suggested to compare and contrast further with previous Airbnb or online review studies for discussion.

5. As for the managerial implication, please elaborate and justify further as of the last paragraph.

Author Response

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Reviewer 4 Report

The work is very interesting, the outcomes are presented in a suitable manner! I want to commend you on putting together a very interesting literature review. The topic is, of course, timely, and the content is interesting. Below are suggestions for improvement of the manuscript.

1. Introduction - The motivation of the study as indicated in the introduction section is quite good. However, they fail to explore – in detail and convincingly – what the gaps are in the extant literature and how the study is positioned to address the gaps. Also, the research questions should be highlighted in the intro section.

2. Literature review section -  Online reviews and sentiment analysis have been used recently in several publications on the hospitality sector. Please be sure to include and improve the part on literature review using below sources. 

Arasli, H., Saydam, M. B., & Kilic, H. (2020). Cruise travelers’ service perceptions: a critical content analysis. Sustainability, 12(17), 6702.

Arasli, H., Saydam, M. B., Gunay, T., & Jafari, K. (2021). Key attributes of Muslim-friendly hotels’ service quality: voices from booking. com. Journal of Islamic Marketing.

Saydam, M. B., Olorunsola, V. O., Avci, T., Dambo, T. H., & Beyar, K. (2022). How about the service perception during the COVID-19 pandemic: an analysis of tourist experiences from user-generated content on TripAdvisor. Tourism Critiques: Practice and Theory.

Good luck…

 

Author Response

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Author Response File: Author Response.pdf

Round 2

Reviewer 3 Report

The authors have addressed reviewer concerns and the article is ready to proceed for publication.