Asymmetric effects of extreme-moderate online reviews in the language-satisfaction relationship

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dc.contributor.authorNicolau, Juan Luisen
dc.contributor.authorde Carlos Villamarín, Pabloen
dc.contributor.authorAlén, Elisaen
dc.contributor.authorGonzález, Ana Pérezen
dc.date.accessioned2024-07-11T19:39:32Zen
dc.date.available2024-07-11T19:39:32Zen
dc.date.issued2022-08en
dc.description.abstractThe 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.en
dc.description.versionAccepted versionen
dc.format.extent11 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 104524 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.tourman.2022.104524en
dc.identifier.eissn1879-3193en
dc.identifier.issn0261-5177en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/120655en
dc.identifier.volume91en
dc.language.isoenen
dc.publisherElsevieren
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectIntercultural service encounteren
dc.subjectLanguage accommodationen
dc.subjectSatisfactionen
dc.subjectReviewsen
dc.subjectCommunicationen
dc.subjectNegativity biasen
dc.titleAsymmetric effects of extreme-moderate online reviews in the language-satisfaction relationshipen
dc.title.serialTourism Managementen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2022-03-07en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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