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

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

doi:10.1016/j.ijhm.2019.102342

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

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

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Abstract

This research investigates how consumers assess hotels’ corporate social responsibility (CSR) practices when writing online reviews. The study explores the CSR discourse in online reviews over a 10-year period, highlighting how CSR’s social and environmental dimensions relate to the main hospitality topics (experience, amenities, location, transactions, value). Based on a longitudinal automated text analysis covering 480,000 reviews across six European cities, the findings reveal that hotel customers have, with social and environmental factors trending in online review scores, gradually begun paying more attention to CSR dimensions. However, the aggregate results suggest that the overall CSR consumer discourse is still very limited, although it does have important implications in terms of consumer emotions and hospitality dimensions.

Original language	English
Article number	102342
Number of pages	9
Journal	International Journal of Hospitality Management
Volume	85
Early online date	12 Aug 2019
DOIs	https://doi.org/10.1016/j.ijhm.2019.102342
Publication status	Published - Feb 2020

Keywords

corporate social responsibility
consumer online reviews
hotel industry
automated text analysis
environment

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1016/j.ijhm.2019.102342

VIGLIA_2019_cright_IJHM_Do consumers care about CSR in their online reviewsAccepted author manuscript (Post-print), 673 KBLicence: CC BY-NC-ND

https://linkinghub.elsevier.com/retrieve/pii/S0278431919300751

Sample dataset for 'Do consumers care about CSR in their online reviews? An empirical analysis'.
Viglia, G. (Creator), University of Portsmouth, 9 Aug 2019
DOI: 10.17029/bac045e9-8746-4e5e-af50-22dceca45686
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AU - D’Acunto, David

AU - Tuan, Annamaria

AU - Dalli, Daniele

AU - Viglia, Giampaolo

AU - Okumus, Fevzi

PY - 2020/2

Y1 - 2020/2

N2 - This research investigates how consumers assess hotels’ corporate social responsibility (CSR) practices when writing online reviews. The study explores the CSR discourse in online reviews over a 10-year period, highlighting how CSR’s social and environmental dimensions relate to the main hospitality topics (experience, amenities, location, transactions, value). Based on a longitudinal automated text analysis covering 480,000 reviews across six European cities, the findings reveal that hotel customers have, with social and environmental factors trending in online review scores, gradually begun paying more attention to CSR dimensions. However, the aggregate results suggest that the overall CSR consumer discourse is still very limited, although it does have important implications in terms of consumer emotions and hospitality dimensions.

AB - This research investigates how consumers assess hotels’ corporate social responsibility (CSR) practices when writing online reviews. The study explores the CSR discourse in online reviews over a 10-year period, highlighting how CSR’s social and environmental dimensions relate to the main hospitality topics (experience, amenities, location, transactions, value). Based on a longitudinal automated text analysis covering 480,000 reviews across six European cities, the findings reveal that hotel customers have, with social and environmental factors trending in online review scores, gradually begun paying more attention to CSR dimensions. However, the aggregate results suggest that the overall CSR consumer discourse is still very limited, although it does have important implications in terms of consumer emotions and hospitality dimensions.

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KW - consumer online reviews

KW - hotel industry

KW - automated text analysis

KW - environment

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DO - 10.1016/j.ijhm.2019.102342

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JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

M1 - 102342

ER -

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

Abstract

Keywords

UN SDGs

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Sample dataset for 'Do consumers care about CSR in their online reviews? An empirical analysis'.

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