• Abstract

    Impact of Valencia, Appeal and Clarity of Online Reviews on Hotel Performance: Case Study from Brazil

    Published date: 14/11/2024

    This study aimed to analyze the effects of valence, appeal and clarity of online reviews on the performance (non-financial and financial) of hotels. Data were collected from primary sources, through a questionnaire in Brazilian hotels, and from secondary sources, through web scraping on the TripAdvisor digital platform. Transformers neural networks were used for multidimensional textual analysis of 89,290 online reviews and, subsequently, structural equation modeling (PLS-SEM) was used to investigate the relationships of the empirical model. The results show that the valence (sentiment of reviews and reputational rating) and clarity (detail and comprehensibility) of online reviews are positively associated with non-financial performance and that online reviews with emotional appeal are negatively associated with non-financial performance. It was also found that non-financial performance positively and significantly affects the financial performance of hotels.

  • References

Turismo: Visão e Ação

Turismo: Visão e Ação, linked to the Graduate Program in Tourism and Hospitality - Master's and Ph.D., is a scientific journal published in a continuous flow system, with an interdisciplinary and international scope. According to Qualis/CAPES criteria (2017-2020), it is classified as 'A3' in the fields of Administration, Accounting Sciences, and Tourism. Registered with ISSN number 1983-7151, Tourismo: Visão e Ação began its activities in 1998 with printed publications in English and Portuguese. In 2008, it transitioned to an online publication, expanding its reach to a broader audience. It maintains a policy of being an open-access journal without submission or access fees. The abbreviated title for the journal is Tur., Visão e Ação, commonly used in bibliographies, footnotes, references, and bibliographic captions.

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