Roles of negative emotions in customers' perceived helpfulness of hotel reviews on a user-generated review website A text mining approach

摘要

Purpose - This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers' helpfulness perceptions. In particular, this study develops and tests hypotheses analyzing empirical data with a text-mining method in the context of hotels to investigate how review valence influences the perceived helpfulness of online hotel reviews and to examine the role of negative emotional expressions embedded in online consumer reviews with respect to perceived helpfulness.