Meta-análisis sobre sentimental analysis y puntuaciones digitales de los clientes en el sector hotelero

Abstract

Most of the people are relying on digital feedbacks by observing reviews posted on travel portal and online reviews play an important role that affect online bookings in the hospitality industry. Also customers spend time reading reviews which might affect their decision making. Some papers underline the role of review sentiments in perceived helpfulness and findings have shown that reviews written by people who demonstrate extreme sentiments are considered more valuable when it comes to catch the attention of new customers. Through a meta-analysis of the last 20 years of research in Customer Sentiment and online customer ratings, we have found that most of the studies are focused in the importance of customer sentiment in the review but, however, we found a gap in the literature as it has only been used to find out how the sentiments of customer reviews can identify the importance of the review. But, no study has focused on finding how such reviews can affect the online ratings.