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Information and Communication Technologies in Tourism 2019 pp 67–79Cite as

Drivers of Emotions in Airbnb-Reviews

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Abstract

The sharing economy rapidly led to changes within the travel accommodation service industry over the last decade. Because of these changes, reviews are becoming more and more important. Reviews are particularly useful for peer-to-peer (P2P) platforms, as they reflect past experience from other customers and, in most cases, they are the only source of information available. Since customers take these reviews into consideration in their travel planning, understanding the composition of customer experience and feelings in the rating process is essential. Literature shows that there are different consequences of emotionality expressed in reviews. Thus, this paper explores the relationship between different lodging aspects and their roles in the formation of emotional content in reviews. This is achieved by exploring emotional expressions in reviews to reveal which criteria evoke which kind of emotions. In this way, a more precise customer sentiment understanding is derived. The findings provide a new angle on investigating customer behaviour.

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Author information

Authors and Affiliations

  1. Department of Sustainability, Governance, and Methods, MODUL University Vienna, Vienna, Austria

    Christian Weismayer

  2. Department of Communication, FHWien University of Applied Sciences of WKW, Vienna, Austria

    Ilona Pezenka

Authors
  1. Christian Weismayer
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  2. Ilona Pezenka
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Correspondence to Christian Weismayer .

Editor information

Editors and Affiliations

  1. Business School, University of Eastern Finland, Joensuu, Finland

    Juho Pesonen

  2. Faculty of Informatics, TU Wien, Vienna, Austria

    Julia Neidhardt

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Weismayer, C., Pezenka, I. (2019). Drivers of Emotions in Airbnb-Reviews. In: Pesonen, J., Neidhardt, J. (eds) Information and Communication Technologies in Tourism 2019. Springer, Cham. https://doi.org/10.1007/978-3-030-05940-8_6

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