English
Ciência_Iscte
Publicações
Descrição Detalhada da Publicação
Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
Título Revista
International Journal of Hospitality Management
Ano (publicação definitiva)
2022
Língua
Inglês
País
Reino Unido
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Abstract/Resumo
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
Agradecimentos/Acknowledgements
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Palavras-chave
Online reviews,Sentiment analysis,Hotel category,Nationality,TripAdvisorBooking.com
Classificação Fields of Science and Technology
- Economia e Gestão - Ciências Sociais
- Outras Ciências Sociais - Ciências Sociais
Registos de financiamentos
| Referência de financiamento | Entidade Financiadora |
|---|---|
| UIDB/04152/2020 | Fundação para a Ciência e a Tecnologia |
| UIDB/04152/2020 | Fundação para a Ciência e a Tecnologia |
