Nicolau, Juan Luis; de Carlos Villamarín, Pablo; Alén, Elisa; González, Ana Pérez (Elsevier, 2022-08)
The intercultural nature of tourism makes interpersonal communication a critical element that influences individuals’ experience and, in turn, their satisfaction. The existing research predominantly focuses on indirect communication (such as advertising). This study contributes to the literature by examining the effect of the reviews of language use on overall satisfaction and by looking into the dyad formed by the extreme vs. moderate character of the reviews and their sign (positive vs. negative). The analysis of 48,491 online reviews shows the effect of language use opinions on overall satisfaction, with extreme opinions having a more significant impact than moderate opinions. A more interesting and relevant impact is the departure from the well-established cognitive negativity bias characteristics of online reviews: extreme reviews have a symmetric impact on satisfaction, and moderate reviews present asymmetric effects. Both outcomes are a deviation from this cognitive bias, and relevant implications are derived.