Exploring environmental concerns on digital platforms through big data: the effect of online consumers’ environmental discourse on online review ratings

By deploying big data analytical techniques to retrieve and analyze a large volume of more than 2.7 million reviews, this work sheds light on how environmental concerns expressed by tourists digital platforms, in the guise online influence their satisfaction with tourism hospitality services. More specifically, we conduct multi-platform study Tripadvisor.com Booking.com reviews (ORs) pertaining hotel services across eight leading destination cities America Europe over period 2017–2018. adopting multivariate regression analyses, show that OR ratings are positively influenced both presence depth discourse these platforms. Theoretical managerial contributions, implications for analytics (BDA), electronic word-of-mouth (eWOM) research within domain examined, view capturing, empirically, effect customer proxied through ratings.