Online Customer Service Reviews in Urban Hotels: A Data Mining Approach

ABSTRACT This study proposes a product feature‐oriented approach to the analysis of online guests’ reviews, and it analyzes the relationship between the most salient features and guests’ hotel rating in the online travel agencies environment. In particular, this research means to address the following research question: How can this understanding of these features help us to design desirable urban hotel experiences that guests really assess? This research employs a sample of 829 Spanish urban hotels and 19,318 reviews. These data, by extracting attributes that are mentioned differently by males or females, reveal the moderating role of gender on the influence of the main dimensions of hospitality services on hotel ratings.