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| Research on the Impact of Public Health Emergencies on Consumers’ Online Review Sentiment Tendency |
| ZHANG Ziqiong，YANG Yu，WANG Bowen，WANG Le，ZHANG Zili |
| Harbin Institute of Technology, Harbin, China |
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Abstract 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 emergencies can reduce consumers’ positive sentiment tendency while increasing their negative sentiment tendency 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 moderate the impact of public health emergencies on their negative sentiment tendency. Using the topic sentiment 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.
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Received: 20 July 2023
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