Do consumers care about CSR in their online reviews? An empirical analysis

D’Acunto, David; Tuan, Annamaria; Dalli, Daniele; Viglia, Giampaolo; Okumuş, Fevzi

doi:10.1016/j.ijhm.2019.102342

Cited by 84 publications

(56 citation statements)

References 103 publications

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“…To provide a general picture of the possible bias in reporting negative experiences among traditional hotels and Airbnb accommodation, in November 2016 the study compared the average review scores of hotels in http://Booking.com and the average review scores of listings in Airbnb for the six most popular European destinations according to the global destination cities index (GDCI, ). This index ranks the travel destinations worldwide based on the overnight incoming visitor volume and expenditure (D'Acunto, Tuan, Dalli, Viglia, & Okumus, ) offering a certain degree of variety in the sample. The reason of comparing traditional hotels (http://Booking.com) versus peer‐to‐peer platform (Airbnb) comes from the assumption that a home‐like environment associated with the construct of “here” enables a lower social distance due to higher personal interaction between the host and guest.…”

Section: Methodsmentioning

confidence: 99%

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Osman

D’Acunto

Johns

2019

Psychology and Marketing

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This study investigates how customers use their construct of “home” in evaluating their experience in peer‐to‐peer rented accommodation, as opposed to traditional hotels. The literature has paid considerable attention to people's perceptions of destinations, but almost none to their perceptions of “home” and its complexities whilst visiting a destination. We examine the relationships between the concepts of “home” or “here” represented in peer‐to‐peer accommodation and the construct of “away” or “there” represented in traditional hotels. A mixed‐method approach determines the existence of bias in reporting behavior. Our findings indicate that there is a consistent review gap between institutional actors and peer‐to‐peer actors. Also, consumers of peer‐to‐peer accommodation prefer not to engage in negative reporting if a bond with the host is developed. This perception of a home shapes consumers' relationship with the host and leads to reporting bias. This study provides clear theoretical insights to advance our knowledge about the underlying motives behind reporting behavior of negative experiences. Furthermore, it offers practical implications for both institutional and peer‐to‐peer contexts.

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Section: Methodsmentioning

confidence: 99%

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Osman

D’Acunto

Johns

2019

Psychology and Marketing

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“…This study focuses on the European market, therefore six main European cities [41] were chosen and investigated. GDCI index [41] considers both, volume, and revenues, generated by international overnight incoming visitors offering a reliable benchmark in the tourism industry already used in the hospitality [42] and consumer research [43]. Data was collected considering the most important global hotel chains operating in Europe in the luxury market segment.…”

Section: Datamentioning

confidence: 99%

Cultural Traits in the Consumption of Luxury Hotel Services

D’Acunto

Volo

2021

Information and Communication Technologies in Tourism 2021

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This study investigates luxury hotel guests’ online reviews to explore how ratings, language and sentiment differ according to guests’ culture of origin. The study considers three large cultural groups (Asian, North American, and European) examining hotel guests in their reviews to identify the most recurring themes in association with luxury tourism.The study uses automated text analysis to explore 16,415 hotel reviews from 22 luxury hotel brands belonging to nine global hotel chains located across six European cities over a period of 10 years. In particular, this exploratory study combines LIWC, Leximancer and SPSS analytic tools to shed light on: i) the extent luxury hotel guests’ reviews vary in terms of rating, language metrics and sentiment according to reviewers’ culture of origin; ii) the main themes of luxury hotel service discussed by guests, of different cultures of origin, in their reviews.The main findings reveal that Asians guests are particularly analytical when reviewing online and are the less satisfied about their stays in luxury hotels in Europe. North Americans are the most satisfied luxury hotel guests; however, their reviews show low level of sentiment descriptions. Instead, Europeans embed more sentiment when posting a review. The three cultures examined also tend to associate luxury to different attributes.

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“…The lack of transparency of marketing communications impede most consumers to identify green products because many environmental claims relating to green attributes are ambiguous or deceptive (Chen & Chang, 2013; Pickett‐Baker & Ozaki, 2008). Furthermore, research on environmental discourse in OCRs has pointed out that the consumers' discussion of products' CSR aspects is growing in eWOM settings (D'Acunto et al, 2019). Some organizations, like Positively Sustainable, already provide a sustainability rating scale in reviewing the environmental and social impact of products.…”

Section: Introductionmentioning

confidence: 99%

Environmentally framed eWOM messages of different valence: The role of environmental concerns, moral norms, and product environmental impact

Filieri

Javornik

Hang

et al. 2020

Psychology and Marketing

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Consumers are increasingly interested to know about the environmental impact (EI) of products and, at the same time, they form attitudes after reading online consumer reviews. Drawing on negativity bias, schema congruity theory, and norm‐activation model, we investigate the effects of environmentally framed electronic word‐of‐mouth messages of different valence, on perceived review usefulness, product attitude and purchase intention in products with low versus high EI. Two factorial experiments (positive vs. negative reviews; low vs. high EI) were conducted respectively with a sample of 321 Italian and 250 French consumers. The findings of the two studies show a partial support of the moderating role of product EI, suggesting that products perceived to have a high impact on the environment strengthen the impact of a positive or a negative review carrying environmental messages. The effect of a positive and a negative review is contingent upon the level of consumers' environmental concern. Negative reviews of high impact products are more impactful in contexts in which environmental concerns are high, while positive reviews are more significant when environmental concerns are low. The perceived usefulness of a negative review about high impact products influences consumers' attitude and purchase intention when moral norms are high.

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Do consumers care about CSR in their online reviews? An empirical analysis

Cited by 84 publications

References 103 publications

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Cultural Traits in the Consumption of Luxury Hotel Services

Environmentally framed eWOM messages of different valence: The role of environmental concerns, moral norms, and product environmental impact

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