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

Abstract

Purpose: This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences. Design/methodology/approach: 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. Findings: 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. Originality/value: 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.