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

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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
Early online date12 Aug 2019
Publication statusPublished - Feb 2020


  • VIGLIA_2019_cright_IJHM_Do consumers care about CSR in their online reviews

    Accepted author manuscript (Post-print), 673 KB, PDF document

    Due to publisher’s copyright restrictions, this document is not freely available to download from this website until: 12/02/21

    Licence: CC BY-NC-ND

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