Based on the feelings-as-information theory,taking the information of hotels in Beijing and corresponding review data from Qunar.com as samples,this study explores the impact of public health emergencies on consumers'sentiment tendency of online reviews as well as the moderating effects of consumers'insight level and certainty level.The results indicate that public health emergen-cies can reduce consumers'positive sentiment tendency while increasing their negative sentiment tend-ency of online reviews.Consumers'insight level and certainty level can weaken the negative impact of public health emergencies on their positive sentiment tendency,however,cannot significantly moder-ate the impact of public health emergencies on their negative sentiment tendency.Using the topic sen-timent analysis method,further comparative investigations on the similarities and differences in the distributions of consumers'review sentiment tendency during different periods are conducted,which reveal that after the occurrence of public health emergencies,consumers tend to improve their positive perceptions in regard to the experiential aspects of hotels,while intensifying the dissatisfaction with hardware facilities in hotels.
关键词
突发公共卫生事件/消费者评论情感倾向/洞察力水平/确定性水平/主题情感分析
Key words
public health emergencies/consumers'review sentiment tendency/insight level/cer-tainty level/topic sentiment analysis
维普
万方数据