Investigating the effectiveness of helpful reviews and reviewers in hotel industry

Yen Tzu Chao, Ping Yu Hsu, Ming Shien Cheng, Hong Tsuen Lei, Shih Hsiang Huang, Yen Huei Ko, Grandys Frieska Prassida, Chen Wan Huang

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Scopus citations


With the growth of e-commerce, online consumer reviews have become important attributes that influence purchasing decisions. Especially, hotel industry has strongly influenced by online reviews due that most tourists cannot experience all hotels personally and the service levels among hotels are very different. However, the flood of online consumer reviews has caused information overload, making it difficult for consumers to choose reliable reviews. Therefore, helpful remarks of hotel review should potentially have strong influence on users. Previous research focused on how to predict the helpful scores of reviews, but it has not explored the influence of reviews marked with helpfulness. The aim of this study is to investigate whether the helpful reviews and reviewers who contribute many reviews really have effects on the marks hotel received. With analysis of reviews contributed in for three hundred hotels scattered in ten cities of U.S., this study found both reviewer contribution, and helpful review has a positive effect on marks of hotels. Moreover, the research also discovered that the helpfulness of reviews is negatively relates to the ratings. Also, the research found that the standard deviation of review mark is positively relates to hotel ranks.

Original languageEnglish
Title of host publicationAdvances in Swarm Intelligence - 9th International Conference, ICSI 2018, Proceedings
EditorsYing Tan, Qirong Tang, Yuhui Shi
PublisherSpringer Verlag
Number of pages9
ISBN (Print)9783319938172
StatePublished - 2018
Event9th International Conference on Swarm Intelligence, ICSI 2018 - Shanghai, China
Duration: 17 Jun 201822 Jun 2018

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume10942 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference9th International Conference on Swarm Intelligence, ICSI 2018


  • Helpful reviews
  • On-line hotel reviews
  • Online ratings
  • Tripadvisor


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