This paper focuses on the language used by consumers in a sample of TripAdvisor online reviews. We investigate, by means of automated text analysis, how the language infl uences the reviews’ usefulness perception, i. e. the number of times the review has been marked as helpful by others. Our overall dataset consists of over  million TripAdvisor hotel reviews from the top six European destinations (GDCI, ), Amsterdam, Barcelona, Istanbul, Paris, London, Rome and covering the – period. In this paper we focus on a sample of reviews about Amsterdam. Results suggest that word count and some linguistic features of reviews have an infl uence on reviews’ usefulness perception.

Online reviews: are they useful for consumers?

D'Acunto D
2019

Abstract

This paper focuses on the language used by consumers in a sample of TripAdvisor online reviews. We investigate, by means of automated text analysis, how the language infl uences the reviews’ usefulness perception, i. e. the number of times the review has been marked as helpful by others. Our overall dataset consists of over  million TripAdvisor hotel reviews from the top six European destinations (GDCI, ), Amsterdam, Barcelona, Istanbul, Paris, London, Rome and covering the – period. In this paper we focus on a sample of reviews about Amsterdam. Results suggest that word count and some linguistic features of reviews have an infl uence on reviews’ usefulness perception.
online reviews’ usefulness; automated text analysis; hospitality industry; eWOM
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11562/1055441
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