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How Culture and Language Shape Hospitality Perceptions: Online Hotel Review Evidence from Sister Cities Beppu in Japan and Rotorua in New Zealand

In: Information and Communication Technologies in Tourism 2026

Author

Listed:
  • Yansong Shi

    (University of Auckland, School of Computer Science)

  • Feiyu Hu

    (Ritsumeikan Asia Pacific University, College of Sustainability and Tourism)

  • Jing Sun

    (University of Auckland, School of Computer Science)

Abstract

Culturally immersive tourism increasingly frames hotels as key mediators of heritage preservation, service quality, and emotional engagement. Online reviews offer valuable insights into how language, sentiment, and cultural context shape tourist satisfaction. This study examines 14,523 TripAdvisor reviews from October 2016 to September 2024, covering Beppu, Japan (3,917 reviews) and Rotorua, New Zealand (10,606 reviews), sister cities since 1987 that both rely on geothermal attractions yet embody distinct cultural traditions: Japanese onsen and Māori heritage. Employing TF–IDF keyword extraction, GPT-4o–based sentiment scoring, regression modeling, and interrupted time series analysis, we uncover systematic cultural and linguistic patterns in review behavior. Reviews in Japanese emphasize moderate expression and cultural immersion, while English reviews display greater sentiment polarization but temporal stability. Mentions of culture or onsen notably enhance satisfaction in Beppu. Tourist satisfaction trajectories during the pandemic differ: Beppu saw early peaks followed by a dip and recovery, whereas Rotorua experienced sharper post-reopening declines before stabilization. These findings deepen understanding of the complex interplay between language, culture, and tourist satisfaction, offering both theoretical insights and practical guidance for hotel managers and policymakers to craft culturally responsive, service-oriented guest experiences.

Suggested Citation

  • Yansong Shi & Feiyu Hu & Jing Sun, 2026. "How Culture and Language Shape Hospitality Perceptions: Online Hotel Review Evidence from Sister Cities Beppu in Japan and Rotorua in New Zealand," Springer Proceedings in Business and Economics, in: Peter O'Connor & Mattia Rainoldi & Julia Neidhardt (ed.), Information and Communication Technologies in Tourism 2026, chapter 26, pages 383-397, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-23925-9_26
    DOI: 10.1007/978-3-032-23925-9_26
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