IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v61y2017icp43-54.html
   My bibliography  Save this article

Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis

Author

Listed:
  • Geetha, M.
  • Singha, Pratap
  • Sinha, Sumedha

Abstract

This study aims to establish a relationship between customer sentiments in online reviews and customer ratings for hotels. Customer sentiment refers to the emotions expressed by customers through the text reviews. These sentiments can be positive, negative or neutral. The study explores customer sentiments and expresses them in terms of customer sentiment polarity. Our results find consistency between customer ratings and actual customer feelings across hotels belonging to the two categories of premium and budget. Customer sentiment polarity explains significant variation in customer ratings across both the hotel categories. With regard to managerial implications, the study finds that, when compared with premium hotels, managers of budget hotels should improve their staff performance and hotel services. The present study is not exhaustive and other factors like customer review length and review title sentiment can be analyzed for their effects on customer ratings.

Suggested Citation

  • Geetha, M. & Singha, Pratap & Sinha, Sumedha, 2017. "Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis," Tourism Management, Elsevier, vol. 61(C), pages 43-54.
    • Handle: RePEc:eee:touman:v:61:y:2017:i:c:p:43-54
    DOI: 10.1016/j.tourman.2016.12.022
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517716302709
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2016.12.022?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Lima, Ana Carolina E.S. & de Castro, Leandro Nunes & Corchado, Juan M., 2015. "A polarity analysis framework for Twitter messages," Applied Mathematics and Computation, Elsevier, vol. 270(C), pages 756-767.
    2. Rajagopal, 2015. "Consumer Value Management," Palgrave Macmillan Books, in: The Butterfly Effect in Competitive Markets, chapter 5, pages 119-143, Palgrave Macmillan.
    3. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    4. Yubo Chen & Jinhong Xie, 2008. "Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication Mix," Management Science, INFORMS, vol. 54(3), pages 477-491, March.
    5. Engler, Tobias H. & Winter, Patrick & Schulz, Michael, 2015. "Understanding online product ratings: A customer satisfaction model," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 113-120.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Girardin, Florent & Bezençon, Valéry & Lunardo, Renaud, 2021. "Dealing with poor online ratings in the hospitality service industry: The mitigating power of corporate social responsibility activities," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    2. Serkan AK & Mithat Zeki DINCER, 2019. "Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(2), pages 171-183, December.
    3. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    4. Joe Cox & Daniel Kaimann, 2013. "The Signaling Effect of Critics - Evidence from a Market for Experience Goods," Working Papers CIE 68, Paderborn University, CIE Center for International Economics.
    5. Liuan Wang & Lu (Lucy) Yan & Tongxin Zhou & Xitong Guo & Gregory R. Heim, 2020. "Understanding Physicians’ Online-Offline Behavior Dynamics: An Empirical Study," Information Systems Research, INFORMS, vol. 31(2), pages 537-555, June.
    6. M. Narciso, 2022. "The Unreliability of Online Review Mechanisms," Journal of Consumer Policy, Springer, vol. 45(3), pages 349-368, September.
    7. Adis Puska & Admir Beganovic & Allen Popovic Beganovic, 2019. "Consumers' Loyalty Toward Dark Chocolate," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 28(1), pages 245-266, june.
    8. Wuryanti Kuncoro & Hanifah Azhar Windyasari, 2021. "Consumer Purchasing Decision Improvement Model through Brand Image, Religiosity, Brand Ambassador and Brand Awareness," International Business Research, Canadian Center of Science and Education, vol. 14(8), pages 1-42, August.
    9. Yuanfang Lin & Amit Pazgal, 2016. "Hide Supremacy or Admit Inferiority—Market Entry Strategies in Response to Consumer Informational Needs," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 3(2), pages 94-103, June.
    10. Wu, Xingli & Liao, Huchang, 2021. "Modeling personalized cognition of customers in online shopping," Omega, Elsevier, vol. 104(C).
    11. Reinhold Decker, 2014. "Real-Time Analysis of Online Product Reviews by Means of Multi-Layer Feed-Forward Neural Networks," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(11), pages 60-70, November.
    12. Tingting Song & Jinghua Huang & Yong Tan & Yifan Yu, 2019. "Using User- and Marketer-Generated Content for Box Office Revenue Prediction: Differences Between Microblogging and Third-Party Platforms," Service Science, INFORMS, vol. 30(1), pages 191-203, March.
    13. Miroslav Kneževic & Slobodan Cerovic & Vladimir Džamic & Tijana Radojevic, 2017. "Total Quality Management Implementation and Guest Satisfaction in Hospitality," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 124-124, February.
    14. Khim-Yong Goh & Cheng-Suang Heng & Zhijie Lin, 2013. "Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content," Information Systems Research, INFORMS, vol. 24(1), pages 88-107, March.
    15. Minnema, Alec & Bijmolt, Tammo H.A. & Gensler, Sonja & Wiesel, Thorsten, 2016. "To Keep or Not to Keep: Effects of Online Customer Reviews on Product Returns," Journal of Retailing, Elsevier, vol. 92(3), pages 253-267.
    16. Giovanni Bernardo & Massimo Ruberti & Roberto Verona, 2022. "Image is everything! Professional football players' visibility and wages: evidence from the Italian Serie A," Applied Economics, Taylor & Francis Journals, vol. 54(5), pages 595-614, January.
    17. Vimi Jham, 2023. "Filli Café: Experience Tea and Talk," Asian Journal of Management Cases, , vol. 20(1), pages 47-58, March.
    18. Agossadou, A.J. & Fiamohe, R. & Tossou, H. & Kinkpe, T., 2018. "Agribusiness opportunities for youth in Nigeria: Farmers perceptions and willingness to pay for mechanized harvesting equipment," 2018 Conference, July 28-August 2, 2018, Vancouver, British Columbia 277553, International Association of Agricultural Economists.
    19. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    20. Caldieraro, Fabio & Cunha, Marcus, 2022. "Consumers’ response to weak unique selling propositions: Implications for optimal product recommendation strategy," International Journal of Research in Marketing, Elsevier, vol. 39(3), pages 724-744.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:touman:v:61:y:2017:i:c:p:43-54. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/tourism-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.