Patient text reviews and preference estimation

Nah Lee () and Richard Staelin
Additional contact information
Nah Lee: Sungkyunkwan Graduate School of Business
Richard Staelin: Fuqua School of Business

Marketing Letters, 2025, vol. 36, issue 1, No 10, 153-170

Abstract: Abstract The goal of this paper is to illustrate how customer text reviews can be used to identify (a) the factors underlying consumers’ preference for a product offering and (b) the magnitude of each of these factors on the consumers’ overall assessment of the product offering experience. The authors do this using approximately 317k Google patient reviews for U.S. acute care hospitals. They first analyze the texts using Natural Language Processing and find eleven valenced topics well-describe the types of healthcare experiences. Then, after describing the structure of these reviews, they use regression analysis to estimate the magnitude of each type of experience on the patient’s overall evaluation of the experience after adjusting for any halo effect associated with the dominantly discussed topic, which has the potential of influencing the impact of the other discussed experiences. The authors conclude by providing numerous managerially significant insights coming from these analyses.

Keywords: Hospital reviews; Quality of care; Patient preference; Service experience (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s11002-024-09738-2 Abstract (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:kap:mktlet:v:36:y:2025:i:1:d:10.1007_s11002-024-09738-2

Ordering information: This journal article can be ordered from
http://www.springer. ... etailsPage=societies

DOI: 10.1007/s11002-024-09738-2

Access Statistics for this article

Marketing Letters is currently edited by Joel Steckel and Peter Golder

More articles in Marketing Letters from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().