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

Research output: Contribution to journalArticle

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Do consumers care about CSR in their online reviews? An empirical analysis. / D’Acunto, David; Tuan, Annamaria; Dalli, Daniele; Viglia, Giampaolo; Okumus, Fevzi.

In: International Journal of Hospitality Management, 12.08.2019.

Research output: Contribution to journalArticle

Harvard

D’Acunto, D, Tuan, A, Dalli, D, Viglia, G & Okumus, F 2019, 'Do consumers care about CSR in their online reviews? An empirical analysis', International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2019.102342

APA

D’Acunto, D., Tuan, A., Dalli, D., Viglia, G., & Okumus, F. (2019). Do consumers care about CSR in their online reviews? An empirical analysis. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2019.102342

Vancouver

D’Acunto D, Tuan A, Dalli D, Viglia G, Okumus F. Do consumers care about CSR in their online reviews? An empirical analysis. International Journal of Hospitality Management. 2019 Aug 12. https://doi.org/10.1016/j.ijhm.2019.102342

Author

D’Acunto, David ; Tuan, Annamaria ; Dalli, Daniele ; Viglia, Giampaolo ; Okumus, Fevzi. / Do consumers care about CSR in their online reviews? An empirical analysis. In: International Journal of Hospitality Management. 2019.

Bibtex

@article{33ed1318494148bb988bd89a8f0096eb,
title = "Do consumers care about CSR in their online reviews? An empirical analysis",
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.",
keywords = "corporate social responsibility, consumer online reviews, hotel industry, automated text analysis, environment, embargoover12",
author = "David D’Acunto and Annamaria Tuan and Daniele Dalli and Giampaolo Viglia and Fevzi Okumus",
year = "2019",
month = "8",
day = "12",
doi = "10.1016/j.ijhm.2019.102342",
language = "English",
journal = "International Journal of Hospitality Management",
issn = "0278-4319",
publisher = "Elsevier Limited",

}

RIS

TY - JOUR

T1 - Do consumers care about CSR in their online reviews? An empirical analysis

AU - D’Acunto, David

AU - Tuan, Annamaria

AU - Dalli, Daniele

AU - Viglia, Giampaolo

AU - Okumus, Fevzi

PY - 2019/8/12

Y1 - 2019/8/12

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.

KW - corporate social responsibility

KW - consumer online reviews

KW - hotel industry

KW - automated text analysis

KW - environment

KW - embargoover12

U2 - 10.1016/j.ijhm.2019.102342

DO - 10.1016/j.ijhm.2019.102342

M3 - Article

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

SN - 0278-4319

ER -

ID: 15136652