Hotel assessment through social media – TripAdvisor as a case study

Detalhes bibliográficos
Autor(a) principal: Molinillo, Sebastian
Data de Publicação: 2016
Outros Autores: Fernández-Morales, Antonio, Ximénez-de-Sandoval, José Luis, Coca-Stefaniak, Andres
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: https://tmstudies.net/index.php/ectms/article/view/784
Resumo: Hotel booking decisions are increasingly influenced by consumers’ feedback available on social media sites. Using data submitted by TripAdvisor users, this study provides four key contributions to knowledge. Firstly, a comparative analysis was carried out of customer ratings received by hotels located on Spain’s coastal areas as well as Portugal’s southern coast. Secondly, significant differences were found in the number of comments as well as the average online review rating score awarded, which were found to be related to the geographical location of each tourism destination. Thirdly, it is found that customers tend to rate their experiences in hotels positively. Fourthly, the level of overall customer satisfaction with a hotel tends to increase proportionately to the number of customer feedback comments posted for that hotel. As a result of this, one of the findings of this study is that hotels should encourage their customers to post comments on online customer review websites to balance out any negative feedback received. 
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spelling Hotel assessment through social media – TripAdvisor as a case studyOnline customer review websiteshotelsword of mouthTripAdvisor.Hotel booking decisions are increasingly influenced by consumers’ feedback available on social media sites. Using data submitted by TripAdvisor users, this study provides four key contributions to knowledge. Firstly, a comparative analysis was carried out of customer ratings received by hotels located on Spain’s coastal areas as well as Portugal’s southern coast. Secondly, significant differences were found in the number of comments as well as the average online review rating score awarded, which were found to be related to the geographical location of each tourism destination. Thirdly, it is found that customers tend to rate their experiences in hotels positively. Fourthly, the level of overall customer satisfaction with a hotel tends to increase proportionately to the number of customer feedback comments posted for that hotel. As a result of this, one of the findings of this study is that hotels should encourage their customers to post comments on online customer review websites to balance out any negative feedback received. University of Algarve2016-01-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/784Revista Encontros Científicos - Tourism & Management Studies; v. 12 n. 1 (2016); 15-24Tourism & Management Studies; Vol. 12 N.º 1 (2016); 15-24Tourism & Management Studies; Vol. 12 No. 1 (2016); 15-24Revista Encontros Científicos - Tourism & Management Studies; Vol. 12 Núm. 1 (2016); 15-242182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/784https://tmstudies.net/index.php/ectms/article/view/784/pdf_1Copyright (c) 2016 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessMolinillo, SebastianFernández-Morales, AntonioXiménez-de-Sandoval, José LuisCoca-Stefaniak, Andres2024-01-24T12:54:27Zoai:ojs.pkp.sfu.ca:article/784Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:22.895563Repositório 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 Hotel assessment through social media – TripAdvisor as a case study
title Hotel assessment through social media – TripAdvisor as a case study
spellingShingle Hotel assessment through social media – TripAdvisor as a case study
Molinillo, Sebastian
Online customer review websites
hotels
word of mouth
TripAdvisor.
title_short Hotel assessment through social media – TripAdvisor as a case study
title_full Hotel assessment through social media – TripAdvisor as a case study
title_fullStr Hotel assessment through social media – TripAdvisor as a case study
title_full_unstemmed Hotel assessment through social media – TripAdvisor as a case study
title_sort Hotel assessment through social media – TripAdvisor as a case study
author Molinillo, Sebastian
author_facet Molinillo, Sebastian
Fernández-Morales, Antonio
Ximénez-de-Sandoval, José Luis
Coca-Stefaniak, Andres
author_role author
author2 Fernández-Morales, Antonio
Ximénez-de-Sandoval, José Luis
Coca-Stefaniak, Andres
author2_role author
author
author
dc.contributor.author.fl_str_mv Molinillo, Sebastian
Fernández-Morales, Antonio
Ximénez-de-Sandoval, José Luis
Coca-Stefaniak, Andres
dc.subject.por.fl_str_mv Online customer review websites
hotels
word of mouth
TripAdvisor.
topic Online customer review websites
hotels
word of mouth
TripAdvisor.
description Hotel booking decisions are increasingly influenced by consumers’ feedback available on social media sites. Using data submitted by TripAdvisor users, this study provides four key contributions to knowledge. Firstly, a comparative analysis was carried out of customer ratings received by hotels located on Spain’s coastal areas as well as Portugal’s southern coast. Secondly, significant differences were found in the number of comments as well as the average online review rating score awarded, which were found to be related to the geographical location of each tourism destination. Thirdly, it is found that customers tend to rate their experiences in hotels positively. Fourthly, the level of overall customer satisfaction with a hotel tends to increase proportionately to the number of customer feedback comments posted for that hotel. As a result of this, one of the findings of this study is that hotels should encourage their customers to post comments on online customer review websites to balance out any negative feedback received. 
publishDate 2016
dc.date.none.fl_str_mv 2016-01-31
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 https://tmstudies.net/index.php/ectms/article/view/784
url https://tmstudies.net/index.php/ectms/article/view/784
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/784
https://tmstudies.net/index.php/ectms/article/view/784/pdf_1
dc.rights.driver.fl_str_mv Copyright (c) 2016 Tourism & Management Studies
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2016 Tourism & Management Studies
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv University of Algarve
publisher.none.fl_str_mv University of Algarve
dc.source.none.fl_str_mv Revista Encontros Científicos - Tourism & Management Studies; v. 12 n. 1 (2016); 15-24
Tourism & Management Studies; Vol. 12 N.º 1 (2016); 15-24
Tourism & Management Studies; Vol. 12 No. 1 (2016); 15-24
Revista Encontros Científicos - Tourism & Management Studies; Vol. 12 Núm. 1 (2016); 15-24
2182-8466
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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