Way too sentimental? a credible model for online reviews

Wei-Lun Chang () and Yi-Pei Chen ()
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Wei-Lun Chang: Tamkang University
Yi-Pei Chen: Tamkang University

Information Systems Frontiers, 2019, vol. 21, issue 2, No 12, 453-468

Abstract: Abstract Online reviews and word of mouth are crucial to consumers. We proposed a model on the basis of a sentiment analysis in terms of positive and negative words and the concept of credibility of reviewers. This study used TripAdvisor to examine the proposed model and selected 10 out of 271 hotels in Las Vegas between January and February 2015. We also collected 116 samples around world to prove the feasibility and validity. Through sentiment analysis, we determined that the overall ranking of the 10 hotels decreased. The credibility factor has a higher influence on hotel ranking than the sentiment analysis does. These results revealed that negative emotions and low-credibility reviews have a high influence on hotel ranking. The findings from participants also confirmed emotional text in review title and content and credibility of reviewer are important for adjusting original rating.

Keywords: Sentiment analysis; Prospect theory; Credibility; Online reviews (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (13)

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DOI: 10.1007/s10796-017-9757-z

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