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

Bibliographic Details
Main Author: Rita, Paulo
Publication Date: 2022
Other Authors: Ramos, Ricardo, Borges-tiago, Maria Teresa, Rodrigues, David
Format: Article
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/139247
Summary: 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 voice: A Booking.com and TripAdvisor comparison studyOnline reviewsSentiment analysisHotel categoryNationalityTripAdvisorBooking.comTourism, 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.NOVA Information Management School (NOVA IMS)NOVA IMS Research and Development Center (MagIC)RUNRita, PauloRamos, RicardoBorges-tiago, Maria TeresaRodrigues, David2025-05-25T00:30:51Z2022-07-012022-07-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article12http://hdl.handle.net/10362/139247eng0278-4319PURE: 44388695https://doi.org/10.1016/j.ijhm.2022.103245info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2025-05-26T01:40:11Zoai:run.unl.pt:10362/139247Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T17:33:11.805707Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
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, Paulo
Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisor
Booking.com
Tourism, Leisure and Hospitality Management
Strategy and Management
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, 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 NOVA Information Management School (NOVA IMS)
NOVA IMS Research and Development Center (MagIC)
RUN
dc.contributor.author.fl_str_mv Rita, Paulo
Ramos, Ricardo
Borges-tiago, Maria Teresa
Rodrigues, David
dc.subject.por.fl_str_mv Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisor
Booking.com
Tourism, Leisure and Hospitality Management
Strategy and Management
topic Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisor
Booking.com
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
2025-05-25T00:30:51Z
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/10362/139247
url http://hdl.handle.net/10362/139247
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0278-4319
PURE: 44388695
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
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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