Information Systems Frontiers

, Volume 21, Issue 2, pp 453–468 | Cite as

Way too sentimental? a credible model for online reviews

  • Wei-Lun ChangEmail author
  • Yi-Pei Chen


Online reviews and word of mouth are crucial to consumers. We proposed a model on the basis of a sentiment analysis in terms of positive and negative words and the concept of credibility of reviewers. This study used TripAdvisor to examine the proposed model and selected 10 out of 271 hotels in Las Vegas between January and February 2015. We also collected 116 samples around world to prove the feasibility and validity. Through sentiment analysis, we determined that the overall ranking of the 10 hotels decreased. The credibility factor has a higher influence on hotel ranking than the sentiment analysis does. These results revealed that negative emotions and low-credibility reviews have a high influence on hotel ranking. The findings from participants also confirmed emotional text in review title and content and credibility of reviewer are important for adjusting original rating.


Sentiment analysis Prospect theory Credibility Online reviews 


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Copyright information

© Springer Science+Business Media New York 2017

Authors and Affiliations

  1. 1.Department of Business AdministrationTamkang UniversityNew Taipei CityTaiwan

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