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User-generated content and online reviews are becoming an increasingly relevant source ofinformation for online customers that use them for purchasing decisions. This study examines the impactof services attributes and consumers’ cultural background on customer satisfaction with services in anonline setting using big data. First, almost half a million Expedia.com hotel online reviews related to hotelproperties located in five different countries (United States, United Kingdom, Italy, Spain, Russia) wereretrieved. Second, the resulting dataset was used to investigate if and to what extent the overall customersatisfaction with a service is affected by the evaluation of specific hotel services attributes (operationalizedbased on an established typology of attributes) and by the consumers’ cultural background (operationalizedby means of Hoftstede’s framework). A comprehensive multivariate regression analysis is carried out to testthe literature-driven hypotheses formulated. In particular, the analysis reveals that critical service attributessuch as hotel condition, room comfort, service and staff, and cleanliness positively affect the overall onlinesatisfaction ratings. The cultural dimensions of power distance, individualism and uncertainty avoidancenegatively affect overall online satisfaction, while long-term orientation and indulgence positively affectonline satisfaction. Masculinity seem not to play a significant role. We also observe that reviews’ text lengthexerts a negative impact on online ratings. Theoretical and practical implications are discussed.

Understanding Customer Satisfaction With Services by Leveraging Big Data: The Role of Services Attributes and Consumers’ Cultural Background