Search results

1 – 2 of 2
Content available
Book part
Publication date: 20 June 2017

David Shinar

Abstract

Details

Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

Open Access
Article
Publication date: 28 November 2018

Lisa M. Young and Swapnil Rajendra Gavade

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee…

4202

Abstract

Purpose

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee job satisfaction survey of a US hospitality organization.

Design/methodology/approach

Sentiment analysis is used to examine the employee comments by identifying meaningful patterns, frequently used words and emotions. The statistical computing language, R, uses the sentiment analysis process to scan each employee survey comment, compare the words with the predefined word dictionary and classify the employee comments into the appropriate emotion category.

Findings

Employee responses written in English and in Spanish are compared with significant differences identified between the two groups, triggering further investigation of the Spanish comments. Sentiment analysis was then conducted on the Spanish comments comparing two groups, front-of-house vs back-of-house employees and employees with male supervisors vs female supervisors. Results from the analysis of employee comments written in Spanish point to higher scores for job sadness and anger. The negative comments referred to desires for improved healthcare, requests for increased wages and frustration with difficult supervisor relationships. The findings from this study add to the growing body of literature that has begun to focus on the unique work experiences of Latino employees in the USA.

Originality/value

This is the first study to examine a large unstructured English and Spanish text database from a hospitality organization’s employee job satisfaction surveys using sentiment analysis. Applying this big data analytics process to advance new insights into the human capital aspects of hospitality management is intriguing to many researchers. The results of this study demonstrate an issue that needs to be further investigated particularly considering the hospitality industry’s employee demographics.

Details

International Hospitality Review, vol. 32 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Access

Only content I have access to

Year

Content type

1 – 2 of 2