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

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.
978-88-943918-2-4
Online reviews; text analytics; consumer language; tourism & hospitality
File in questo prodotto:
File Dimensione Formato  
SIM 2018.pdf

non disponibili

Dimensione 562.21 kB
Formato Adobe PDF
562.21 kB Adobe PDF   Visualizza/Apri   Richiedi una copia

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11562/1055449
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus ND
  • ???jsp.display-item.citation.isi??? ND
social impact