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The embedded feelings in local gastronomy: a sentiment analysis of online reviews

Chung-En Yu (Department of Innovation and Management in Tourism, Salzburg University of Applied Sciences, Salzburg, Austria)
Xinyu Zhang (International Air Transport Association (IATA), Beijing, China)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 17 September 2020

Issue publication date: 31 October 2020




This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences.


This study applied sentiment analysis to determine the polarity of a given comment. Furthermore, content analysis was conducted based on the core attributes of the customer dining experiences.


Positive feelings towards the food and the service do not show a linear relationship, while the overall dining experiences increase in line with the positive feelings on food quality. Moreover, feelings towards the atmosphere of the restaurants are the most positive in peak season.

Practical implications

This study provides guidelines for restaurateurs regarding the aspects that need more attention in different seasons.


The paper contributes to the knowledge of customer feelings in local restaurants/gastronomy and the role seasonality plays in fostering such feelings. In addition, the novel methodological procedures provide insights for tourism research in discovering new dimensions in theories based on big data.




本论文采用情感分析法对既定评论做出情感判断。此外, 本文还依据消费者用餐体验中的核心价值采用了内容分析法。


研究发现消费者对食物和服务的正向情感并不是线性关系。然而, 整体用餐体验与对食物质量的正向情感是线性正向的关系。此外, 消费者对饭店氛围的情感在旺季的时节是最为突出的。




本论文对地方饭店/美食的消费者情感认知做出了贡献, 此外, 本论文还对季节性如何促进消费情感的作用做出了研究。本论文还采用了新型的研究方法, 这对于旅游研究来说, 做出了基于大数据的新理论研究方向。



The authors would like to express their deepest gratitude to Dr Edgar Jimenez Perez who is the Lecturer at Cranfield University in the UK for his patient and detailed proofreading. Moreover, the current study involves analyzing several languages and, thus required native speakers for translations. The authors would like to express their gratitude to Isabela Irimia (German and Italian), Kyoko Suzuki (Japanese), Arne Van den Winckel (Dutch), Laura Dulbecco (Spanish), Anna Chorna (Russian) and Tommy Kristoffer Nilsen (Swedish) from Salzburg University of Applied Sciences; Min Kyoung (Mimi) Kim (Korean) and Alexandre Abdollahi Khonacha (French) from Cranfield University; and Alicia Daniels Araújo Sousa (Portuguese) from Macao Institute for Tourism Studies.


Yu, C.-E. and Zhang, X. (2020), "The embedded feelings in local gastronomy: a sentiment analysis of online reviews", Journal of Hospitality and Tourism Technology, Vol. 11 No. 3, pp. 461-478.



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