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 languageEnglish
Article number102342
Number of pages9
JournalInternational Journal of Hospitality Management
Volume85
Early online date12 Aug 2019
DOIs
Publication statusPublished - Feb 2020

Keywords

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

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