The influence of geographic and psychic distance on online hotel ratings

• Main Author: Phillips; P.
• Publication Date: 2019
• Other Authors: Antonio, N., de Almeida, A., Nunes, L.
• Format: Article
• Language: eng
• Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
• Download full: http://hdl.handle.net/10071/18498
• topic: Hotels; Geographic distance; Psychic distance; Text mining; Online hotel ratings

This study examines the relationship between distance measures and a Portuguese data set consisting of 34,622 online hotel reviews extracted from Booking.com and TripAdvisor written in Portuguese, Spanish, and English. Based on the country of origin of each review author, a geographic and a psychic distance measure is calculated for Portugal. Data and text mining analysis provides additional insights into online hotel ratings. The authors confirm that online travelers’ evaluations are multifaceted constructs displaying varying patterns of rating behavior among the traveler base. By investigating the contemporary relevance of geographic and psychic distance, a key finding of this study is that travelers with less distance both in terms of psychic and geographic distance give a lower rating score than travelers with greater distance. The inclusion of psychic and geographic distance is advocated as a salient aspect for future researchers and for those practitioners who wish to enhance hotel product and service features.