TY - JOUR
T1 - Impact of the rating system on sentiment and tone of voice
T2 - A Booking.com and TripAdvisor comparison study
AU - Rita, Paulo
AU - Ramos, Ricardo
AU - Borges-Tiago, Maria Teresa
AU - Rodrigues, David
N1 - info:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04152%2F2020/PT#
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 --- %ABS3% ---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).
PY - 2022/7/1
Y1 - 2022/7/1
N2 - 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.
AB - 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.
KW - Booking.com
KW - Hotel category
KW - Nationality
KW - Online reviews
KW - Sentiment analysis
KW - TripAdvisor
UR - http://www.scopus.com/inward/record.url?scp=85133963810&partnerID=8YFLogxK
UR - https://www.webofscience.com/wos/woscc/full-record/WOS:000834890700003
U2 - 10.1016/j.ijhm.2022.103245
DO - 10.1016/j.ijhm.2022.103245
M3 - Article
AN - SCOPUS:85133963810
SN - 0278-4319
VL - 104
SP - 1
EP - 12
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 103245
ER -