Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/28119 |
Resumo: | In the last years, the development of social media and digital technology has empowered customers to strongly engage with firms, to freely behave choice wisely and to influence other customers either positively or negatively. This study sought to extract latent information on theme park visitor perception and experience through sentiment analysis from user generated content. In general, satisfaction and sentiment differed between the eight theme parks, wherein the three theme parks with higher positive sentiment were Disney's Animal Kingdom, followed by Universal's Islands of Adventures, Discovery Cove and finally SeaWorld. Furthermore, it was found on the one hand that drivers of customer's satisfaction were associated with sentiments such as 'fun', 'great', 'lovely' and 'amazing', and on the other hand experience and services like 'rides', 'water', 'dolphins', 'experience' and 'show'. Those results are valuable to support theme park management to improve guest experiences and consequently achieve sustainable competitive advantage. |
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Customer experience through online reviews from TripAdvisor: The case of Orlando theme parksCustomer experienceCustomer satisfactionSentiment analysisOnline reviewsTripAdvisorTheme parksOrlandoIn the last years, the development of social media and digital technology has empowered customers to strongly engage with firms, to freely behave choice wisely and to influence other customers either positively or negatively. This study sought to extract latent information on theme park visitor perception and experience through sentiment analysis from user generated content. In general, satisfaction and sentiment differed between the eight theme parks, wherein the three theme parks with higher positive sentiment were Disney's Animal Kingdom, followed by Universal's Islands of Adventures, Discovery Cove and finally SeaWorld. Furthermore, it was found on the one hand that drivers of customer's satisfaction were associated with sentiments such as 'fun', 'great', 'lovely' and 'amazing', and on the other hand experience and services like 'rides', 'water', 'dolphins', 'experience' and 'show'. Those results are valuable to support theme park management to improve guest experiences and consequently achieve sustainable competitive advantage.Inderscience2023-11-30T00:00:00Z2023-01-01T00:00:00Z20232023-03-08T16:00:03Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/28119eng1741-878X10.1504/IJTMKT.2023.10051434Costa, S. M.Moro, S.Rita, P.Alturas, B.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-12-03T01:18:06Zoai:repositorio.iscte-iul.pt:10071/28119Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:28:06.643645Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
title |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
spellingShingle |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks Costa, S. M. Customer experience Customer satisfaction Sentiment analysis Online reviews TripAdvisor Theme parks Orlando |
title_short |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
title_full |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
title_fullStr |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
title_full_unstemmed |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
title_sort |
Customer experience through online reviews from TripAdvisor: The case of Orlando theme parks |
author |
Costa, S. M. |
author_facet |
Costa, S. M. Moro, S. Rita, P. Alturas, B. |
author_role |
author |
author2 |
Moro, S. Rita, P. Alturas, B. |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Costa, S. M. Moro, S. Rita, P. Alturas, B. |
dc.subject.por.fl_str_mv |
Customer experience Customer satisfaction Sentiment analysis Online reviews TripAdvisor Theme parks Orlando |
topic |
Customer experience Customer satisfaction Sentiment analysis Online reviews TripAdvisor Theme parks Orlando |
description |
In the last years, the development of social media and digital technology has empowered customers to strongly engage with firms, to freely behave choice wisely and to influence other customers either positively or negatively. This study sought to extract latent information on theme park visitor perception and experience through sentiment analysis from user generated content. In general, satisfaction and sentiment differed between the eight theme parks, wherein the three theme parks with higher positive sentiment were Disney's Animal Kingdom, followed by Universal's Islands of Adventures, Discovery Cove and finally SeaWorld. Furthermore, it was found on the one hand that drivers of customer's satisfaction were associated with sentiments such as 'fun', 'great', 'lovely' and 'amazing', and on the other hand experience and services like 'rides', 'water', 'dolphins', 'experience' and 'show'. Those results are valuable to support theme park management to improve guest experiences and consequently achieve sustainable competitive advantage. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-11-30T00:00:00Z 2023-01-01T00:00:00Z 2023 2023-03-08T16:00:03Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/28119 |
url |
http://hdl.handle.net/10071/28119 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1741-878X 10.1504/IJTMKT.2023.10051434 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Inderscience |
publisher.none.fl_str_mv |
Inderscience |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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