Tourism management in the era 4.0: Reliability of Aspect Based Sentiment Analysis and Viable System Approach

With the increasing availability of online reviews in specialized sites and personal blogs, new opportunities and challenges for decision-makers in the field of tourism are arising. However, there are a few models and processes designed to think systemically. In this direction, the proposed approach, based on Aspect-Based Sentiment Analysis (ABSA), aims to highlight, through the theoretical lens of the Viable System Approach (vSa), the community-shared evaluations regarding tourism destinations. In particular, a large-scale text analysis was conducted with the purpose of understanding, concerning two identified Italian point of interest, the main sentiments expressed within the texts generated on the net by citizens and visitors of the city of Rome. After the data collection, the identification, extraction and analysis of the data, the results highlighted the polarities of each aspect of the entities and emerged that some issues are perceived as particularly positive and others negative. Based on these elements, it is possible to arrive at the characterization of a recursive model oriented to the achievement of a territorial valorisation, in order to develop and strengthen the probability of survival of the overall regional context.