Impact of the rating system on sentiment and tone of voice

Detalhes bibliográficos
Autor(a) principal: Rita, Paulo
Data de Publicação: 2022
Outros Autores: Ramos, Ricardo, Borges-Tiago, Maria Teresa, Rodrigues, David
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/150165
Resumo: Rita, P., Ramos, R., Borges-Tiago, M. T., & Rodrigues, D. (2022). Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study. International Journal of Hospitality Management, 104, 1-12. [103245]. https://doi.org/10.1016/j.ijhm.2022.103245 --- Funding Information: Paulo Rita was supported by FCT ( Fundação para a Ciência e a Tecnologia ) under UIDB/04152/2020 — Centro de Investigação em Gestão de Informação (MagIC).
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spelling Impact of the rating system on sentiment and tone of voiceA Booking.com and TripAdvisor comparison studyBooking.comHotel categoryNationalityOnline reviewsSentiment analysisTripAdvisorTourism, Leisure and Hospitality ManagementStrategy and ManagementRita, P., Ramos, R., Borges-Tiago, M. T., & Rodrigues, D. (2022). Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study. International Journal of Hospitality Management, 104, 1-12. [103245]. https://doi.org/10.1016/j.ijhm.2022.103245 --- Funding Information: Paulo Rita was supported by FCT ( Fundação para a Ciência e a Tecnologia ) under UIDB/04152/2020 — Centro de Investigação em Gestão de Informação (MagIC).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, especially linked to overcharging and billing issues. These outcomes can guide managers in establishing priorities to improve service and meet customers' expectations.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNRita, PauloRamos, RicardoBorges-Tiago, Maria TeresaRodrigues, David2023-03-07T22:28:31Z2022-07-012022-07-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article12application/pdfhttp://hdl.handle.net/10362/150165eng0278-4319PURE: 54998657https://doi.org/10.1016/j.ijhm.2022.103245info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:32:02Zoai:run.unl.pt:10362/150165Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:53:59.034960Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Impact of the rating system on sentiment and tone of voice
A Booking.com and TripAdvisor comparison study
title Impact of the rating system on sentiment and tone of voice
spellingShingle Impact of the rating system on sentiment and tone of voice
Rita, Paulo
Booking.com
Hotel category
Nationality
Online reviews
Sentiment analysis
TripAdvisor
Tourism, Leisure and Hospitality Management
Strategy and Management
title_short Impact of the rating system on sentiment and tone of voice
title_full Impact of the rating system on sentiment and tone of voice
title_fullStr Impact of the rating system on sentiment and tone of voice
title_full_unstemmed Impact of the rating system on sentiment and tone of voice
title_sort Impact of the rating system on sentiment and tone of voice
author Rita, Paulo
author_facet Rita, Paulo
Ramos, Ricardo
Borges-Tiago, Maria Teresa
Rodrigues, David
author_role author
author2 Ramos, Ricardo
Borges-Tiago, Maria Teresa
Rodrigues, David
author2_role author
author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Rita, Paulo
Ramos, Ricardo
Borges-Tiago, Maria Teresa
Rodrigues, David
dc.subject.por.fl_str_mv Booking.com
Hotel category
Nationality
Online reviews
Sentiment analysis
TripAdvisor
Tourism, Leisure and Hospitality Management
Strategy and Management
topic Booking.com
Hotel category
Nationality
Online reviews
Sentiment analysis
TripAdvisor
Tourism, Leisure and Hospitality Management
Strategy and Management
description Rita, P., Ramos, R., Borges-Tiago, M. T., & Rodrigues, D. (2022). Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study. International Journal of Hospitality Management, 104, 1-12. [103245]. https://doi.org/10.1016/j.ijhm.2022.103245 --- Funding Information: Paulo Rita was supported by FCT ( Fundação para a Ciência e a Tecnologia ) under UIDB/04152/2020 — Centro de Investigação em Gestão de Informação (MagIC).
publishDate 2022
dc.date.none.fl_str_mv 2022-07-01
2022-07-01T00:00:00Z
2023-03-07T22:28:31Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/150165
url http://hdl.handle.net/10362/150165
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0278-4319
PURE: 54998657
https://doi.org/10.1016/j.ijhm.2022.103245
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 12
application/pdf
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instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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