Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/22385
Title: A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently
Authors: Schuckert, M 
Liu, X
Law, R 
Keywords: Language
Online ratings
Reputation
Satisfaction difference
Traveler distribution
Issue Date: 2015
Publisher: Pergamon Press
Source: International journal of hospitality management, 2015, v. 48, p. 143-149 How to cite?
Journal: International journal of hospitality management 
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 bigger rooms in four-star hotels, and (c) satisfaction difference is bigger in lower class hotels or in hotels with fewer English speaking guests. We propose managerial implications for the hotel industry and give suggestions for future research.
URI: http://hdl.handle.net/10397/22385
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2014.12.007
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