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 influences the reviews’ usefulness perception, i.e. the number of times the review has been marked as useful by others. Our overall dataset consists of over 2 million TripAdvisor hotel reviews from the top six European destinations (GDCI, 2015), Amsterdam, Barcelona, Istanbul, Paris, London, Rome and covering the 2005-2017 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 influence on reviews’ usefulness perception. Implications for managers are provided.
Online reviews: are they useful for consumers?
D'Acunto D
2018-01-01
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 influences the reviews’ usefulness perception, i.e. the number of times the review has been marked as useful by others. Our overall dataset consists of over 2 million TripAdvisor hotel reviews from the top six European destinations (GDCI, 2015), Amsterdam, Barcelona, Istanbul, Paris, London, Rome and covering the 2005-2017 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 influence on reviews’ usefulness perception. Implications for managers are provided.
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