Are environmental-related online reviews more helpful? A big data analytics approach

Purpose Based on more than 2.7 million online reviews (ORs) collected with big data analytical techniques from Booking.com and TripAdvisor.com, this paper aims to explore if what extent environmental discourse embedded in ORs has an impact electronic word-of-mouth (e-WOM) helpfulness across eight major destination cities North America Europe. Design/methodology/approach This study gathered, by means of Big Data techniques, hosted TripAdvisor, covering hospitality services different destinations (New York City, Miami, Orlando Las Vegas) Europe (Barcelona, London, Paris Rome) over the period 2017–2018. The were analysed ad hoc content analytic dictionaries identify presence depth included each OR. A negative binomial regression analysis was used measure presence/depth e-WOM helpfulness. Findings findings indicate that influence positively More specifically those travelers who write explicitly about topics their are likely produce voted as helpful other consumers. Research limitations/implications Implications highlight both hotel managers platform developers/managers should become increasingly aware importance customer attach practices initiatives therefore engage assiduously initiatives, objective is improve review for customers reading focal reviews. Future studies might include operationalizations discourse. Originality/value constitutes first attempt capture how consumers’ multiple digital platforms, a large sample countries destinations. As such it makes relevant contribution area at intersection between analytics, sustainable tourism research.