User Reviews and Language: How Language Influences Ratings

Abstract

The number of user reviews of tourist attractions, restaurants, mobile apps, etc. is increasing for all languages; yet, research is lacking on how reviews in multiple languages should be aggregated and displayed. Speakers of different languages may have consistently different experiences, e.g., different information available in different languages at tourist attractions or different user experiences with software due to internationalization/localization choices. This paper assesses the similarity in the ratings given by speakers of different languages to London tourist attractions on TripAdvisor. The correlations between different languages are generally high, but some language pairs are more correlated than others. The results question the common practice of computing average ratings from reviews in many languages.

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The official version of the extended abstract will be in the ACM Digital Library shortly, and an identical open-access copy is freely available on arXiv now.

Citation

Hale, S. A. (2016). User Reviews and Language: How Language Influences Ratings. In Extended Abstracts of the 2016 ACM Annual Conference on Human Factors in Computing Systems, ACM.

@inproceedings{hale2016chi,
	author = {Hale, Scott A.},
	title = {User Reviews and Language: How Language Influences Ratings},
	booktitle = {CHI '16 Extended Abstracts on Human Factors in Computing Systems},
	series = {CHI EA '16},
	year = {2016},
	location = {San Jose, California, USA},
	numpages = {7},
	url = {http://dx.doi.org/10.1145/2851581.2892466},
	doi = {10.1145/2851581.2892466},
	acmid = {2892466},
	publisher = {ACM},
	address = {New York, NY, USA},
	keywords = {user-generated content; product reviews; e-commerce; multilingualism; internationalization and localization}
}

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