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Sökning: L773:9783709111413

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1.
  • Gräbner, Dietmar, et al. (författare)
  • Classification of customer Reviews based on Sentiment Analysis
  • 2012
  • Ingår i: Information and Communication Technologies in Tourism 2012. - Vienna : Springer. - 9783709111413 ; , s. 460-470
  • Konferensbidrag (refereegranskat)abstract
    • In this paper we propose a system that performs the classification of customer reviews of hotels by means of a sentiment analysis. We elaborate on a process to extract a domainspecific lexicon of semantically relevant words based on a given corpus (Scharl et al., 2003; Pak & Paroubek, 2010). The resulting lexicon backs the sentiment analysis for generating a classification of the reviews. The evaluation of the classification on test data shows that the proposed system performs better compared to a predefined baseline: if a customer review is classified as good or bad the classification is correct with a probability of about 90%.
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2.
  • Höpken, Wolfram, et al. (författare)
  • Digitalizing Loyalty Cards in Tourism
  • 2012
  • Ingår i: Information and Communication Technologies in Tourism 2012. - Vienna : Springer. - 9783709111413 - 9783709111420 ; , s. 272-283
  • Konferensbidrag (refereegranskat)abstract
    • Loyalty cards play an important role in modern customer relationship management, especially in tourism. The most common way to implement loyalty card systems is to use plastic cards, e.g. in form of magnetic cards or chip cards. However, considerable obstacles of current loyalty card systems are high hardware investments for participating retailers, which are even more noticeable in tourism due to the great diversity of potential participants in tourism destinations. This paper presents an approach for digitalizing loyalty cards based on quick response (QR) codes. Both, customer and retailer make use of their mobile phone to present and validate the QR code as digital customer card and offer corresponding discounts and (e.g. tourism or information) services, without the need for additional hardware investments. A prototypical implementation has been evaluated in a real life scenario in a German tourism destination
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