Quotation Hofmann, Eva, Kremslehner, Konstantin, Hoelzl, Erik, Sabitzer, Thomas. 2021. Do reviews in the hospitality industry differ between traditional and sharing economy? 7th International Workshop of the Sharing Economy, Barcelona, Spanien, 24.02.-26.02.




For many companies, reviews from independent consumers are essential to survive in fierce competition. Particularly in the hospitality industry, providers such as hotels or apartment owners strive for reviews that present their accommodation offers favorably. A distinct feature of the hospitality industry is that besides traditional providers competing with each other, also providers from the sharing economy are getting more traction. We therefore examine how reviews in the hospitality industry differ between the traditional and the sharing economy. To address this research question, we collected reviews of a traditional and a sharing economy platform. Both platforms offer accommodation to consumers and provide the opportunity to review only to consumers who actually stayed in the accommodation. We analyzed more than 40,000 reviews of accommodations in six cities all over the world applying text mining methods, specifically sentiment analysis and topic models. These analyses reveal that consumers who stayed at a sharing economy accommodation wrote significantly more words (as well as characters) than consumers who stayed in a traditional accommodation, indicating that they put more effort in review writing. Additionally, we find significantly more positive emotions (e.g., joy, trust) in reviews in the sharing economy than in the traditional economy. Conversely, we find significantly more negative emotions (e.g., anger, disgust) in reviews in the traditional economy than in the sharing economy. When reviews are divided into single sentences and these sentences allocated to five topics using a probabilistic algorithm (latent dirichlet allocation), we observe topic consisting of recommending sentences contains a higher proportion from the sharing economy than from the traditional economy. Conversely, the topic consisting of negative sentences contains a higher proportion from the traditional economy. Based on these results, we conjecture that the sharing economy in the


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Paper presented at an academic conference or symposium
Language English
Title Do reviews in the hospitality industry differ between traditional and sharing economy?
Event 7th International Workshop of the Sharing Economy
Year 2021
Date 24.02.-26.02.
Country Spain
Location Barcelona
URL https://symposium.uoc.edu/40402/files/sharing-cultures_-7th-international-workshop-on-the-sharing-economy-barcelona.html


Hofmann, Eva (Former researcher)
Hoelzl, Erik (University of Cologne, Germany)
Kremslehner, Konstantin (WU, Vienna University of Economics and Business, Austria)
Sabitzer, Thomas (Karl Landsteiner University of Health Sciences, Austria)
Institute for Marketing and Customer Analytics IN (Details)
Institute for International Marketing Management IN (Details)
Research areas (Ă–STAT Classification 'Statistik Austria')
5320 Marketing (Details)
5502 Occupational-, industrial psychology (Details)
5504 Experimental psychology (Details)
5511 Social psychology (Details)
5517 Organisational psychology (Details)
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