{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,14]],"date-time":"2025-05-14T09:49:00Z","timestamp":1747216140978,"version":"3.40.5"},"reference-count":0,"publisher":"IOS Press","isbn-type":[{"type":"electronic","value":"9781643685434"}],"license":[{"start":{"date-parts":[[2024,9,25]],"date-time":"2024-09-25T00:00:00Z","timestamp":1727222400000},"content-version":"unspecified","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2024,9,25]]},"abstract":"<jats:p>Users can share their opinion visiting a restaurant or a hotel by Online Generated Reviews OGRs on platforms such as TripAdvisor Booking or Yelp. Put all together they are thousands of sentences which are quite difficult to seize for a human and to get a comprehensive opinion of the location. This study proposes a Decision Support System DSS composed of three modules extraction of information from TripAdvisor comments summarizing and rating. Compared to prior Research our solution proposes a Neural Network Transformer-based system to summarize and rate thousands of TripAdvisor comments. Our results are bifold. First the analysis of massive comments downloads reveals a bias between the real customer experience based on verbal opinions and the ratings scored in stars. Second we present and online host a DSS which provides a summary of customer experiences per hotel. For Research in Tourism and Hospitality it represents a new milestone in the artificial Intelligence journey and an application of Generative Pretrained Transformer GPT model. For operation Managers it is a novel application of the use of artificial intelligence to embrace the digital revolution. Indeed it helps to determine what customers value most and determine adequate action plan to business requirements.<\/jats:p>","DOI":"10.3233\/faia240425","type":"book-chapter","created":{"date-parts":[[2024,9,30]],"date-time":"2024-09-30T09:48:24Z","timestamp":1727689704000},"source":"Crossref","is-referenced-by-count":0,"title":["The Use of GPT and Social Media for Operations Management. Application in Hospitality Smart Services"],"prefix":"10.3233","author":[{"given":"Esteban","family":"Ariza","sequence":"first","affiliation":[{"name":"Department of Information and Communications Technologies. ICESI University"}]},{"given":"Johan","family":"Giraldo","sequence":"additional","affiliation":[{"name":"Department of Information and Communications Technologies. ICESI University"}]},{"given":"Mateo","family":"Vald\u00e9s","sequence":"additional","affiliation":[{"name":"Department of Information and Communications Technologies. ICESI University"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1027-1176","authenticated-orcid":false,"given":"Didier","family":"Grimaldi","sequence":"additional","affiliation":[{"name":"Department of Strategy, Entrepreneurship, and Innovation. La Salle Campus"}]}],"member":"7437","container-title":["Frontiers in Artificial Intelligence and Applications","Artificial Intelligence Research and Development"],"original-title":[],"link":[{"URL":"https:\/\/ebooks.iospress.nl\/pdf\/doi\/10.3233\/FAIA240425","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,9,30]],"date-time":"2024-09-30T09:48:24Z","timestamp":1727689704000},"score":1,"resource":{"primary":{"URL":"https:\/\/ebooks.iospress.nl\/doi\/10.3233\/FAIA240425"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,9,25]]},"ISBN":["9781643685434"],"references-count":0,"URL":"https:\/\/doi.org\/10.3233\/faia240425","relation":{},"ISSN":["0922-6389","1879-8314"],"issn-type":[{"type":"print","value":"0922-6389"},{"type":"electronic","value":"1879-8314"}],"subject":[],"published":{"date-parts":[[2024,9,25]]}}}