Abstract: Natural language often conveys emotions of speakers.
Therefore, sentiment analysis on what people say is prevalent in the
field of natural language process and has great application value
in many practical problems. Thus, to help people understand its
application value, in this paper, we survey various applications of
sentiment analysis, including the ones in online business and offline
business as well as other types of its applications. In particular,
we give some application examples in intelligent customer service
systems in China. Besides, we compare the applications of sentiment
analysis on Twitter, Weibo, Taobao and Facebook, and discuss
some challenges. Finally, we point out the challenges faced in the
applications of sentiment analysis and the work that is worth being
studied in the future.
Abstract: The recent growth of internet applications on hospitality and tourism provokes on-line consumer comments and reviews. Many researchers and practitioners have named this enormous potential as “e-WOM (electronic word of mouth)”. Travel comments are important experiential information for the potential travellers. Many researches have been conducted to analyse the effects of e-WOM on hotel consumers. Broadly quantitative methods have been used for analysing online comments. But, a few studies have mentioned about the positive practical aspects of the comments for hotel marketers. The study aims to show different usage and effects of hotel consumers’ comments. As qualitative analysis method, grounded theory, content and discourse analysis, were used. The data based on the 10 resort hotel consumers’ on-line comments. Results show that consumers tend to write comments about service person, rooms, food services and pool in their online space. These indicators can be used by hotel marketers as a marketing information tool.