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Export Reference (APA) 
Rita, P., Ramos, R. F., Borges-Tiago, M. & Rodrigues, D. (2022). Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study. International Journal of Hospitality Management. 104
Export Reference (IEEE) 
P. Rita et al.,  "Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study", in Int. Journal of Hospitality Management, vol. 104, 2022
Export BibTeX 
@article{rita2022_1784666884689,
	author = "Rita, P. and Ramos, R. F. and Borges-Tiago, M. and Rodrigues, D.",
	title = "Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study",
	journal = "International Journal of Hospitality Management",
	year = "2022",
	volume = "104",
	number = "",
	doi = "10.1016/j.ijhm.2022.103245",
	url = "https://www.sciencedirect.com/science/article/pii/S0278431922001074?via%3Dihub"
}
Export RIS 
TY  - JOUR
TI  - Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
T2  - International Journal of Hospitality Management
VL  - 104
AU  - Rita, P.
AU  - Ramos, R. F.
AU  - Borges-Tiago, M.
AU  - Rodrigues, D.
PY  - 2022
SN  - 0278-4319
DO  - 10.1016/j.ijhm.2022.103245
UR  - https://www.sciencedirect.com/science/article/pii/S0278431922001074?via%3Dihub
AB  - Online reviews have bridged the gap between traditional word-of-mouth and viral communication, influencing peer's decision processes. Analyzing tourists' online reviews helps hotels address overall customer (dis)satisfaction. Using sentiment analysis to understand reviewers' satisfaction and analyze the voice tone and expressed feelings, this research attempts to enlarge hotel, platform, and tourist trilogy's knowledge. A total of 38,292 reviews posted on Booking.com and TripAdvisor from 191 hotels were analyzed. Results indicated that the rating system influenced reviewer's sentiment, even though sentiment did not increase alongside the hotel category, leading to using a sterner tone of voice. Differences were acknowledged according to reviewers' nationality. The most positive feelings were expressed on TripAdvisor linked to staff-tourist encounters whereas Booking.com presented more negative feelings, espec
ER  -