{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,6]],"date-time":"2026-03-06T10:35:22Z","timestamp":1772793322431,"version":"3.50.1"},"reference-count":51,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2020,11,26]],"date-time":"2020-11-26T00:00:00Z","timestamp":1606348800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2020,11,26]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the unsatisfactory service encounters mined from the reviews.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The methodology involves topic modelling using latent Dirichlet allocation, sentiment analysis and process analysis based on process chain network (PCN).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The text analytics results showed that negative P2P accommodation experiences are caused by the lack of hot water for shower, poor sleep quality and unpleasant check-in.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The PCN analysis shows that the surrogate interactions of the P2P accommodation platform with both the guest and the host impact consumer experiences. This highlights that the key to managing consumer experiences lies in the non-human resources such as information, rather than direct interactions between process entities.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>The information on the P2P accommodation platform should be in a more interactive format such as video and 360 degrees camera. Hosts should ensure a good condition of the physical products such as water heaters and beds before guests' arrival. Professional videography and handyperson services should be provided by the platform to help hosts deliver a preferred consumer experience. Flexible and strict check-in polices should also be introduced to smoothen the check-in process.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study is built on multi-attribute utility theory. It is also one of the first to study P2P accommodation services from an operations management perspective. It demonstrates how text analytics serves as an additional supplement for service improvement.<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-02-2020-0105","type":"journal-article","created":{"date-parts":[[2020,11,27]],"date-time":"2020-11-27T04:33:24Z","timestamp":1606451604000},"page":"209-227","source":"Crossref","is-referenced-by-count":12,"title":["Improving peer-to-peer accommodation service based on text analytics"],"prefix":"10.1108","volume":"121","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-8878-939X","authenticated-orcid":false,"given":"Carmen Kar Hang","family":"Lee","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ying Kei","family":"Tse","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2021021503363077000_ref001","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.tmp.2018.09.001","article-title":"Exploring entrepreneurship in the sharing accommodation sector: empirical evidence from a developing country","volume":"28","year":"2018","journal-title":"Tourism Management Perspectives"},{"key":"key2021021503363077000_ref002","article-title":"Large-scale sentiment analysis on Airbnb reviews from 15 cities","year":"2019"},{"issue":"8","key":"key2021021503363077000_ref003","doi-asserted-by":"crossref","first-page":"1485","DOI":"10.1287\/mnsc.1110.1370","article-title":"Deriving the pricing power of product features by mining consumer reviews","volume":"57","year":"2011","journal-title":"Management Science"},{"issue":"1","key":"key2021021503363077000_ref004","doi-asserted-by":"crossref","first-page":"93","DOI":"10.1287\/msom.2019.0803","article-title":"Operations management in the age of the sharing economy: what is old and what is new?","volume":"22","year":"2020","journal-title":"Manufacturing and Service Operations Management"},{"issue":"1","key":"key2021021503363077000_ref005","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/19368623.2015.983631","article-title":"Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews","volume":"25","year":"2016","journal-title":"Journal of Hospitality Marketing and Management"},{"issue":"3","key":"key2021021503363077000_ref006","doi-asserted-by":"crossref","first-page":"66","DOI":"10.2307\/41166446","article-title":"Service blueprinting: a practical technique for service innovation","volume":"50","year":"2008","journal-title":"California Management Review"},{"key":"key2021021503363077000_ref007","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1016\/j.ijhm.2018.02.006","article-title":"Airbnb's effect on hotel sales growth","volume":"73","year":"2018","journal-title":"International Journal of Hospitality Management"},{"key":"key2021021503363077000_ref008","first-page":"993","article-title":"Latent dirichlet allocation","volume":"3","year":"2003","journal-title":"Journal of Machine Learning Research"},{"key":"key2021021503363077000_ref009","volume-title":"Economic and Multi-attribute Evaluation of Advanced Manufacturing Systems","year":"1989"},{"key":"key2021021503363077000_ref010","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1016\/j.ijhm.2016.06.003","article-title":"Sharing economy: a review and agenda for future research","volume":"57","year":"2016","journal-title":"International Journal of Hospitality Management"},{"issue":"Part A","key":"key2021021503363077000_ref011","first-page":"58","article-title":"What do Airbnb users care about? An analysis of online review comments","volume":"76","year":"2019","journal-title":"International Journal of Hospitality Management"},{"issue":"4","key":"key2021021503363077000_ref012","doi-asserted-by":"crossref","first-page":"431","DOI":"10.1108\/14635770610676281","article-title":"The use of multi-attribute utility theory to determine the overall best-in-class performer in a benchmarking study","volume":"13","year":"2006","journal-title":"Benchmarking: An International Journal"},{"key":"key2021021503363077000_ref013","volume-title":"The Mesh: Why the Future of Business Is Sharing","year":"2010"},{"key":"key2021021503363077000_ref014","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1016\/j.tourman.2017.10.018","article-title":"The influence of online ratings and reviews on hotel booking consideration","volume":"66","year":"2018","journal-title":"Tourism Management"},{"key":"key2021021503363077000_ref015","doi-asserted-by":"publisher","first-page":"119323","DOI":"10.1016\/j.techfore.2018.06.012","article-title":"Digital Disruption beyond Uber and Airbnb \u2013 tracking the long trail of the sharing economy","volume":"155","year":"2020","journal-title":"Technological Forecasting and Social Change"},{"key":"key2021021503363077000_ref016","doi-asserted-by":"crossref","first-page":"467","DOI":"10.1016\/j.tourman.2016.09.009","article-title":"Mining meaning from online ratings and reviews: tourist satisfaction analysis using latent dirichlet allocation","volume":"59","year":"2017","journal-title":"Tourism Management"},{"issue":"12","key":"key2021021503363077000_ref017","doi-asserted-by":"crossref","first-page":"1192","DOI":"10.1080\/13683500.2013.827159","article-title":"Airbnb: disruptive innovation and the rise of an informal tourism accommodation sector","volume":"18","year":"2015","journal-title":"Current Issues in Tourism"},{"key":"key2021021503363077000_ref018","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1016\/j.bushor.2016.09.007","article-title":"What managers should know about the sharing economy","volume":"60","year":"2017","journal-title":"Business Horizons"},{"issue":"7","key":"key2021021503363077000_ref019","doi-asserted-by":"crossref","first-page":"921","DOI":"10.1108\/OIR-07-2016-0201","article-title":"Application of social media analytics: a case of analysing online hotel reviews","volume":"41","year":"2017","journal-title":"Online Information Review"},{"key":"key2021021503363077000_ref020","doi-asserted-by":"crossref","first-page":"417","DOI":"10.1016\/j.tourman.2019.01.002","article-title":"What do hotel customers complain about? Text analysis using structural topic model","volume":"72","year":"2019","journal-title":"Tourism Management"},{"key":"key2021021503363077000_ref021","volume-title":"VADER-Sentiment-Analysis","year":"2014"},{"key":"key2021021503363077000_ref022","first-page":"216","article-title":"VADER: a parsimonious rule-based model for sentiment analysis of social media text","year":"2014"},{"key":"key2021021503363077000_ref023","doi-asserted-by":"crossref","first-page":"342","DOI":"10.1016\/j.ijhm.2018.07.014","article-title":"Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction","volume":"77","year":"2019","journal-title":"International Journal of Hospitality Management"},{"key":"key2021021503363077000_ref024","doi-asserted-by":"crossref","first-page":"163","DOI":"10.1016\/j.proeng.2010.07.016","article-title":"Analyzing evacuation decisions using multi-attribute utility theory","volume":"3","year":"2010","journal-title":"Procedia Engineering"},{"issue":"1","key":"key2021021503363077000_ref025","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1504\/IJQRS.2015.069775","article-title":"Service blueprinting and process-chain-network: an ontological comparison","volume":"2","year":"2015","journal-title":"International Journal of Qualitative Research in Services"},{"issue":"4","key":"key2021021503363077000_ref026","first-page":"13","article-title":"A comparison of concepts in service blueprinting and process-chain-network","volume":"10","year":"2015","journal-title":"International Journal of Business and Management"},{"key":"key2021021503363077000_ref027","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1016\/j.regsciurbeco.2018.11.003","article-title":"Reviews and price on online platforms: evidence from sentiment analysis of Airbnb reviews in Boston","volume":"75","year":"2019","journal-title":"Regional Science and Urban Economics"},{"key":"key2021021503363077000_ref028","doi-asserted-by":"crossref","first-page":"356","DOI":"10.1016\/j.chb.2013.10.050","article-title":"When do consumers buy online product reviews? Effects of review quality, product type, and reviewer's photo","volume":"31","year":"2014","journal-title":"Computers in Human Behavior"},{"issue":"3","key":"key2021021503363077000_ref029","doi-asserted-by":"publisher","first-page":"945","DOI":"10.1108\/ITP-10-2018-0475","article-title":"Analysing online reviews to investigate customer behaviour in the sharing economy: the case of Airbnb","volume":"33","year":"2019","journal-title":"Information Technology and People"},{"key":"key2021021503363077000_ref030","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1016\/j.ijhm.2019.04.007","article-title":"Spend less and experience more: understanding tourists' social contact in the Airbnb context","volume":"83","year":"2019","journal-title":"International Journal of Hospitality Management"},{"key":"key2021021503363077000_ref031","volume-title":"Making Decisions","year":"1985"},{"issue":"4","key":"key2021021503363077000_ref032","doi-asserted-by":"crossref","first-page":"1550019","DOI":"10.1142\/S0218539315500199","article-title":"Multi-attribute utility theory for estimation of optimal release time and change-point","volume":"22","year":"2015","journal-title":"International Journal of Reliability, Quality and Safety Engineering"},{"issue":"12","key":"key2021021503363077000_ref033","doi-asserted-by":"publisher","first-page":"4492","DOI":"10.3390\/su10124492","article-title":"Redesigning in-flight service with service blueprint based on text analysis","volume":"10","year":"2018","journal-title":"Sustainability"},{"issue":"1","key":"key2021021503363077000_ref034","first-page":"88","article-title":"Topic modelling for qualitative studies","volume":"42","year":"2017","journal-title":"Journal of Information Science"},{"issue":"2","key":"key2021021503363077000_ref035","doi-asserted-by":"crossref","first-page":"197","DOI":"10.1080\/02642069.2010.529436","article-title":"The influence of internet customer reviews on the online sales and prices in hotel industry","volume":"32","year":"2012","journal-title":"The Service Industries Journal"},{"issue":"1","key":"key2021021503363077000_ref036","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1108\/JTF-11-2015-0048","article-title":"Airbnb: the future of networked hospitality businesses","volume":"2","year":"2016","journal-title":"Journal of Tourism Futures"},{"key":"key2021021503363077000_ref037","doi-asserted-by":"publisher","first-page":"101944","DOI":"10.1016\/j.jretconser.2019.101944","article-title":"Development of a service blueprint for the online-to-offline integration in service","volume":"54","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"key2021021503363077000_ref038","doi-asserted-by":"crossref","first-page":"182","DOI":"10.1177\/1094670511435541","article-title":"Visualizing service operations","volume":"15","year":"2012","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2021021503363077000_ref039","doi-asserted-by":"crossref","first-page":"49","DOI":"10.1108\/EUM0000000004799","article-title":"How to design a service","volume":"16","year":"1982","journal-title":"European Journal of Marketing"},{"key":"key2021021503363077000_ref040","first-page":"542","article-title":"Analysis on customer satisfaction dimensions in peer-to-peer accommodation using latent dirichlet allocation: a case study of Airbnb","year":"2018"},{"key":"key2021021503363077000_ref041","doi-asserted-by":"crossref","first-page":"70","DOI":"10.1016\/j.ijhm.2016.03.005","article-title":"Factors of satisfaction and intention to use peer-to-peer accommodation","volume":"55","year":"2016","journal-title":"International Journal of Hospitality Management"},{"issue":"8","key":"key2021021503363077000_ref042","doi-asserted-by":"crossref","first-page":"1022","DOI":"10.1177\/0047287515608505","article-title":"Impacts of peer-to-peer accommodation use on travel patterns","volume":"55","year":"2016","journal-title":"Journal of Travel Research"},{"issue":"6","key":"key2021021503363077000_ref200","first-page":"282","article-title":"Sentiment analysis and opinion mining: a survey","volume":"2","year":"2012","journal-title":"International Journal of Advanced Research in Computer Science and Software Engineering"},{"key":"key2021021503363077000_ref043","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.dss.2018.05.006","article-title":"Influence of consumer reviews on online purchasing decisions in older and younger adults","volume":"113","year":"2018","journal-title":"Decision Support Systems"},{"key":"key2021021503363077000_ref044","first-page":"47","article-title":"Multi-attribute utility theory: models and assessment procedures","volume-title":"Utility, Probability, and Human Decision Making","year":"1975"},{"key":"key2021021503363077000_ref045","doi-asserted-by":"crossref","first-page":"120","DOI":"10.1016\/j.ijhm.2014.10.013","article-title":"What can big data and text analytics tell us about hotel guest experience and satisfaction?","volume":"44","year":"2015","journal-title":"International Journal of Hospitality Management"},{"issue":"5","key":"key2021021503363077000_ref046","doi-asserted-by":"crossref","first-page":"687","DOI":"10.1509\/jmr.15.0204","article-title":"The rise of the sharing economy: estimating the impact of Airbnb on the hotel industry","volume":"54","year":"2017","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"key2021021503363077000_ref047","doi-asserted-by":"crossref","first-page":"371","DOI":"10.1080\/10696679.2019.1644953","article-title":"Listening to the consumer: exploring review topics on Airbnb and their impact on listing performance","volume":"27","year":"2019","journal-title":"Journal of Marketing Theory and Practice"},{"issue":"5","key":"key2021021503363077000_ref048","doi-asserted-by":"crossref","first-page":"655","DOI":"10.1108\/JCM-02-2018-2581","article-title":"What's yours is mine: exploring customer voice on Airbnb using text-mining approaches","volume":"36","year":"2019","journal-title":"Journal of Consumer Marketing"},{"key":"key2021021503363077000_ref049","article-title":"Do lower-quality images lead to greater demand on Airbnb?","year":"2019"},{"key":"key2021021503363077000_ref050","doi-asserted-by":"crossref","first-page":"100827","DOI":"10.1016\/j.elerap.2019.100827","article-title":"Service quality management of online car-hailing based on PCN in the sharing economy","volume":"34","year":"2019","journal-title":"Electronic Commerce Research and Applications"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-02-2020-0105\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-02-2020-0105\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:51:20Z","timestamp":1753393880000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/121\/2\/209-227\/431090"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,11,26]]},"references-count":51,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2020,11,26]]}},"alternative-id":["10.1108\/IMDS-02-2020-0105"],"URL":"https:\/\/doi.org\/10.1108\/imds-02-2020-0105","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2020,11,26]]}}}