Utilize este identificador para referenciar este registo: http://hdl.handle.net/10071/28401
Autoria: Rita, P.
Ramos, R. F.
Borges-Tiago, M.
Rodrigues, D.
Data: 2022
Título próprio: Impact of the rating system on sentiment and tone of voice: A Booking.com and TripAdvisor comparison study
Título da revista: International Journal of Hospitality Management
Volume: 104
Referência bibliográfica: Rita, P., Ramos, R. F., Borges-Tiago, M., & 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, 103245. http://dx.doi.org/10.1016/j.ijhm.2022.103245
ISSN: 0278-4319
DOI (Digital Object Identifier): 10.1016/j.ijhm.2022.103245
Palavras-chave: Online reviews
Sentiment analysis
Hotel category
Nationality
TripAdvisorBooking.com
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
Arbitragem científica: yes
Acesso: Acesso Aberto
Aparece nas coleções:ISTAR-RI - Artigos em revistas científicas internacionais com arbitragem científica

Ficheiros deste registo:
Ficheiro TamanhoFormato 
article_88923.pdf2,55 MBAdobe PDFVer/Abrir


FacebookTwitterDeliciousLinkedInDiggGoogle BookmarksMySpaceOrkut
Formato BibTex mendeley Endnote Logotipo do DeGóis Logotipo do Orcid 

Todos os registos no repositório estão protegidos por leis de copyright, com todos os direitos reservados.