Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study

Detalhes bibliográficos
Autor(a) principal: Rita, P.
Data de Publicação: 2022
Outros Autores: Ramos, R. F., Borges-Tiago, M., Rodrigues, D.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/28401
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
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spelling Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison studyOnline reviewsSentiment analysisHotel categoryNationalityTripAdvisorBooking.comOnline 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, especElsevier2023-04-01T09:39:14Z2022-01-01T00:00:00Z20222023-04-01T10:40:21Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/28401eng0278-431910.1016/j.ijhm.2022.103245Rita, P.Ramos, R. F.Borges-Tiago, M.Rodrigues, D.info: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:RCAAP2023-11-09T17:23:08Zoai:repositorio.iscte-iul.pt:10071/28401Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:10:37.730076Repositório 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: A Booking.com and TripAdvisor comparison study
spellingShingle Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
Rita, P.
Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisorBooking.com
title_short Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
title_full Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
title_fullStr Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
title_full_unstemmed Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
title_sort Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
author Rita, P.
author_facet Rita, P.
Ramos, R. F.
Borges-Tiago, M.
Rodrigues, D.
author_role author
author2 Ramos, R. F.
Borges-Tiago, M.
Rodrigues, D.
author2_role author
author
author
dc.contributor.author.fl_str_mv Rita, P.
Ramos, R. F.
Borges-Tiago, M.
Rodrigues, D.
dc.subject.por.fl_str_mv Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisorBooking.com
topic Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisorBooking.com
description 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
publishDate 2022
dc.date.none.fl_str_mv 2022-01-01T00:00:00Z
2022
2023-04-01T09:39:14Z
2023-04-01T10:40:21Z
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/10071/28401
url http://hdl.handle.net/10071/28401
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0278-4319
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 application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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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