Exploring environmental concerns on digital platforms through big data: the effect of online consumers’ environmental discourse on online review ratings

Mariani, M. ORCID: https://orcid.org/0000-0002-7916-2576 and Borghi, M. ORCID: https://orcid.org/0000-0002-4150-1595 (2023) Exploring environmental concerns on digital platforms through big data: the effect of online consumers’ environmental discourse on online review ratings. Journal of Sustainable Tourism, 31 (11). pp. 2592-2611. ISSN 0966-9582 doi: 10.1080/09669582.2022.2033982

Abstract/Summary

By deploying big data analytical techniques to retrieve and analyze a large volume of more than 2.7 million reviews, this work sheds light on how environmental concerns expressed by tourists on digital platforms, in the guise of online reviews, influence their satisfaction with tourism and hospitality services. More specifically, we conduct a multi-platform study of Tripadvisor.com and Booking.com online reviews (ORs) pertaining to hotel services across eight leading tourism destination cities in America and Europe over the period 2017–2018. By adopting multivariate regression analyses, we show that OR ratings are positively influenced by both the presence and depth of environmental discourse on these platforms. Theoretical and managerial contributions, and implications for digital platforms, big data analytics (BDA), electronic word-of-mouth (eWOM) and environmental research within the tourism and hospitality domain are examined, with a view to capturing, empirically, the effect of environmental discourse presence and depth on customer satisfaction proxied through online ratings.

Additional Information	** Article version: VoR ** From Crossref journal articles via Jisc Publications Router ** Licence for VoR version of this article starting on 17-02-2022: http://creativecommons.org/licenses/by/4.0/ ** Journal IDs: pissn 0966-9582; eissn 1747-7646 ** History: issued 17-02-2022; published_online 17-02-2022
Item Type	Article
URI	https://reading-pure-test.eprints-hosting.org/id/eprint/103848
Identification Number/DOI	10.1080/09669582.2022.2033982
Refereed	Yes
Divisions	Central Services Henley Business School > Leadership, Organisations and Behaviour Henley Business School > Digitalisation, Marketing and Entrepreneurship
Additional Information	** Article version: VoR ** From Crossref journal articles via Jisc Publications Router ** Licence for VoR version of this article starting on 17-02-2022: http://creativecommons.org/licenses/by/4.0/ ** Journal IDs: pissn 0966-9582; eissn 1747-7646 ** History: issued 17-02-2022; published_online 17-02-2022
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