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Examining an asymmetric effect between online customer reviews emphasis and overall satisfaction determinants

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  • Xu, Xun

Abstract

Do customer online reviews truly reflect the determinants of customer overall satisfaction with hotels? Using a text mining approach: latent semantic analysis and a text regression approach, this study compared the product and service attributes contributing to customer perception on editor-recommended and -nonrecommended hotels at various star levels. This study found that positive and negative attributes contributing to customer perception differ; even for the same attribute, its importance level for customer perception differs between different types of hotels. This study found an asymmetric effect of the focus of online reviews and determinants of customer satisfaction: not all positive/negative textual factors mined from online customer reviews significantly influence their overall satisfaction, and the emphasis level of a certain attribute in customer reviews differs from the relative importance level of the influence of the attribute on customer overall satisfaction. This shows the different psychological mechanisms of customers writing online reviews and their overall satisfaction generation.

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  • Xu, Xun, 2020. "Examining an asymmetric effect between online customer reviews emphasis and overall satisfaction determinants," Journal of Business Research, Elsevier, vol. 106(C), pages 196-210.
    • Handle: RePEc:eee:jbrese:v:106:y:2020:i:c:p:196-210
    DOI: 10.1016/j.jbusres.2018.07.022
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