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Publications
Publication Detailed Description
Journal Title
Information Technology and Tourism
Year (definitive publication)
2018
Language
English
Country
Germany
More Information
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Abstract
Online reviews are one of the main influencers of hotel purchase decisions. This study performs an analysis of reviews extracted from well-known online review sources in combination with hotel sales data and concludes that ratings differ according to the language of reviews. Data science tools have been applied to English, Spanish, and Portuguese reviews, revealing that reviews written in English achieve higher ratings when compared with Spanish or Portuguese reviews. A new visualization method is proposed to quickly depict the sentiment of main topics mentioned in reviews, clearly revealing that not all customers are influenced by reviews in the same way or look for the same things in a hotel. This study has great implications for online reviews research and for hotel management as it clearly shows that language can be used to identify preferences of guests from different origins and because it gives hoteliers more information on how to provide a better service according to guests’ cultural background.
Acknowledgements
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Keywords
Data science,Hospitality industry,Language,Natural language processing,Online reviews
Fields of Science and Technology Classification
- Computer and Information Sciences - Natural Sciences
- Other Social Sciences - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UID/EEA/50008/2013 | Fundação para a Ciência e a Tecnologia |
| UID/MULTI/0446/2013 | Fundação para a Ciência e a Tecnologia |
