Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews

Authors

  • Marcirio Silveira Chaves University Nove de Julho (UNINOVE), Master of Project Management Program
  • André Laurel University of Lisbon, School of Economics and Management (ISEG)
  • Nélia Sacramento University of Lisbon, School of Economics and Management (ISEG)
  • Cristiane Drebes Pedron University Nove de Julho (UNINOVE), Business Graduate Program

Keywords:

Restaurant management, online reviews, types of attitude, appraisal theory

Abstract

This paper presents a novel approach based on the Appraisal Theory to analyze user-generated, open-ended online restaurant reviews. We selected reviews (N=1100) from restaurants of two Portuguese touristic regions and focus, through content analysis, on the recognition of the main aspects, sentiments and types of attitude mentioned in such reviews. We also measure the interrater agreement on the recognition of the types of attitude. The main findings show that Quality of Food, Staff and Communication, Price and Atmosphere are the most frequent aspects mentioned in the reviews. Positive appreciation is the attitude expressed in most of the sentences. Most of the reviews present a positive evaluation of the restaurants. The interrater agreement among raters on the recognition of the types of attitude ranges from 0.82 to 0.92. Results reveal the main aspects that restaurateurs should take into account to make decisions in order to improve the business as a whole.

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Published

10.01.2024

Issue

Section

Tourism/Hospitality: Research Papers

How to Cite

Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews. (2024). Tourism & Management Studies, 10(1), 66-72. https://tmstudies.net/index.php/ectms/article/view/649

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