This paper demonstrates three alternative approaches for mining consumer sentiment from large amounts of qualitative data found in online travel reviews. Manual content coding, corpus-based semantic analysis, and stance-shift analysis represent methods varying greatly in both process and output....

Consumer services such as airlines and hotels include a proliferation of bookings through Internet-proprietary and Internet-third party sites. The other dominant channel for making airline and hotel purchases is via telephone. This research investigates differences in how buyers utilize the...