Sentimental Analysis of Facebook Reviews: Does Hospitality Matter in Senior Living?

Keywords

Dissatisfaction; Facebook review; Hospitality definition; Recommendation; Senior living

Abstract

The U.S. senior living industry is increasingly innovating through bridging hospitality and healthcare practices. This study aimed to examine the role of hospitality in the senior living setting from the consumer's perspectives, focusing on residents and their family and friends. Using text mining and sentiment analysis on Facebook reviews, the study uncovered five factors that affected satisfaction, dissatisfaction, and recommendation behavior: service delivery, built environment, social environment, hospitality amenities, and cost. Results indicated the relevance of hospitality, its specific meanings, and its effects on different resident-based outcomes in senior living. This research represents one of the few studies that attempt to broaden the applicability of hospitality to other service sectors and promote interdisciplinary research between senior living and hospitality.

Publication Date

7-2023

Original Citation

Zhong, Y. (Susan), Zhang, T., & Ronzoni, G. (2023). Sentimental analysis of Facebook reviews: Does hospitality matter in senior living? International Journal of Hospitality Management, 112, N.PAG. https://doi.org/10.1016/j.ijhm.2022.103384

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

112

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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