What do emotions say about guest satisfaction?: Hotel Moliceiro case study

Detalhes bibliográficos
Autor(a) principal: Gaspar, Beatriz
Data de Publicação: 2021
Outros Autores: Costa, Rui Augusto
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10773/38632
Resumo: The interaction with others and the medium of information has been changing with the growth of the internet and the increase of WHO information sharing platforms. Online reviews are the most used source of information and the emotions felt in them can be indicative of guest satisfaction. This case study focuses on Hotel Moliceiro, a 4-star boutique hotel located in the city center of Aveiro. The research consists essentially of the descriptive and emotional analysis of 416 TripAdvisors reviews about Hotel Moliceiro, using tools such as IBM Watson Tone Analyzer. The collected data were duly analyzed and compared, and it was possible to conclude that there are behavioral differences regarding the month and type of trip, the language in which the evaluation was made and the origin and gender of the guests.
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spelling What do emotions say about guest satisfaction?: Hotel Moliceiro case studyElectronic word-of-mouth (eWOM)Online reviewsEmotionsTripAdvisorTone AnalyzerHotel MoliceiroThe interaction with others and the medium of information has been changing with the growth of the internet and the increase of WHO information sharing platforms. Online reviews are the most used source of information and the emotions felt in them can be indicative of guest satisfaction. This case study focuses on Hotel Moliceiro, a 4-star boutique hotel located in the city center of Aveiro. The research consists essentially of the descriptive and emotional analysis of 416 TripAdvisors reviews about Hotel Moliceiro, using tools such as IBM Watson Tone Analyzer. The collected data were duly analyzed and compared, and it was possible to conclude that there are behavioral differences regarding the month and type of trip, the language in which the evaluation was made and the origin and gender of the guests.A interação com outras pessoas e a procura de informação tem vindo a ser alterada com o crescimento da internet e o aumento de plataformas de partilha de eWOM. As reviews online são uma das fontes mais utilizadas para recolha de informação e as emoções transmitidas através destas são indicadoras da satisfação dos hóspedes. O presente caso de estudo foca-se no Hotel Moliceiro, um hotel de charme de 4 estrelas localizado no centro da cidade de Aveiro. A investigação realizada centra-se na análise emocional de 416 reviews do TripAdvisor relativas ao Hotel Moliceiro, através da ferramenta IBM Watson Tone Analyzer. Os dados recolhidos foram devidamente analisados e comparados, sendo possível concluir que se vericam diferenças comportamentais relativamente ao mês e tipo de viagem, ao idioma da avaliação e à origem e sexo dos hóspedes.DEGEIT - Universidade de Aveiro2023-07-13T11:00:30Z2021-09-19T00:00:00Z2021-09-19info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10773/38632eng10.34624/rtd.v36i2.26010Gaspar, BeatrizCosta, Rui Augustoinfo: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:RCAAP2024-02-22T12:15:22Zoai:ria.ua.pt:10773/38632Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:09:00.299290Repositório 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 What do emotions say about guest satisfaction?: Hotel Moliceiro case study
title What do emotions say about guest satisfaction?: Hotel Moliceiro case study
spellingShingle What do emotions say about guest satisfaction?: Hotel Moliceiro case study
Gaspar, Beatriz
Electronic word-of-mouth (eWOM)
Online reviews
Emotions
TripAdvisor
Tone Analyzer
Hotel Moliceiro
title_short What do emotions say about guest satisfaction?: Hotel Moliceiro case study
title_full What do emotions say about guest satisfaction?: Hotel Moliceiro case study
title_fullStr What do emotions say about guest satisfaction?: Hotel Moliceiro case study
title_full_unstemmed What do emotions say about guest satisfaction?: Hotel Moliceiro case study
title_sort What do emotions say about guest satisfaction?: Hotel Moliceiro case study
author Gaspar, Beatriz
author_facet Gaspar, Beatriz
Costa, Rui Augusto
author_role author
author2 Costa, Rui Augusto
author2_role author
dc.contributor.author.fl_str_mv Gaspar, Beatriz
Costa, Rui Augusto
dc.subject.por.fl_str_mv Electronic word-of-mouth (eWOM)
Online reviews
Emotions
TripAdvisor
Tone Analyzer
Hotel Moliceiro
topic Electronic word-of-mouth (eWOM)
Online reviews
Emotions
TripAdvisor
Tone Analyzer
Hotel Moliceiro
description The interaction with others and the medium of information has been changing with the growth of the internet and the increase of WHO information sharing platforms. Online reviews are the most used source of information and the emotions felt in them can be indicative of guest satisfaction. This case study focuses on Hotel Moliceiro, a 4-star boutique hotel located in the city center of Aveiro. The research consists essentially of the descriptive and emotional analysis of 416 TripAdvisors reviews about Hotel Moliceiro, using tools such as IBM Watson Tone Analyzer. The collected data were duly analyzed and compared, and it was possible to conclude that there are behavioral differences regarding the month and type of trip, the language in which the evaluation was made and the origin and gender of the guests.
publishDate 2021
dc.date.none.fl_str_mv 2021-09-19T00:00:00Z
2021-09-19
2023-07-13T11:00:30Z
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/10773/38632
url http://hdl.handle.net/10773/38632
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.34624/rtd.v36i2.26010
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 DEGEIT - Universidade de Aveiro
publisher.none.fl_str_mv DEGEIT - Universidade de Aveiro
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
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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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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