What’s yours is mine: exploring customer voice on Airbnb using text-mining approaches

Purpose This paper aims to investigate customers’ experiences with Airbnb by text-mining customer reviews posted on the platform and comparing the extracted topics from online reviews between Airbnb and the traditional hotel industry using topic modeling. Design/methodology/approach This research uses text-mining approaches, including content analysis and topic modeling (latent Dirichlet allocation method), to examine 1,026,988 Airbnb guest...