A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently
Volume: 48, Pages: 143 - 149
Published: Jul 1, 2015
Abstract
We employ a secondary data source of more than 86,000 customer ratings of Hong Kong star-rated hotels to explore the distribution and difference in rating behavior of English and non-English speaking guests in an online environment. We find that (a) English speaking guests prefer high-class hotels, (b) non-English speaking guests are more fastidious about five-star hotels and demand higher service quality, while English speaking guests desire...
Paper Details
Title
A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently
Published Date
Jul 1, 2015
Volume
48
Pages
143 - 149
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