Customer experience through online reviews from TripAdvisor

Detalhes bibliográficos
Autor(a) principal: Costa, Sara Morgado da
Data de Publicação: 2023
Outros Autores: Moro, Sérgio, Rita, Paulo, Alturas, Bráulio
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/146064
Resumo: Costa, S. M. D., Moro, S., Rita, P., & Alturas, B. (2023). Customer experience through online reviews from TripAdvisor: the case of Orlando theme parks. International Journal of Technology Marketing, 17(1), 48-77. https://doi.org/10.1504/IJTMKT.2023.127352
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spelling Customer experience through online reviews from TripAdvisorthe case of Orlando theme parksCustomer experienceCustomer satisfactionSentiment analysisOnline reviewsTripAdvisorTheme parksOrlandoComputer Science ApplicationsMarketingCosta, S. M. D., Moro, S., Rita, P., & Alturas, B. (2023). Customer experience through online reviews from TripAdvisor: the case of Orlando theme parks. International Journal of Technology Marketing, 17(1), 48-77. https://doi.org/10.1504/IJTMKT.2023.127352In 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.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNCosta, Sara Morgado daMoro, SérgioRita, PauloAlturas, Bráulio2024-01-25T01:31:57Z2023-01-012023-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article30application/pdfhttp://hdl.handle.net/10362/146064eng1741-878XPURE: 46485494https://doi.org/10.1504/IJTMKT.2023.127352info: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:RCAAP2024-03-11T05:27:01Zoai:run.unl.pt:10362/146064Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:52:27.382879Repositório 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
spellingShingle Customer experience through online reviews from TripAdvisor
Costa, Sara Morgado da
Customer experience
Customer satisfaction
Sentiment analysis
Online reviews
TripAdvisor
Theme parks
Orlando
Computer Science Applications
Marketing
title_short Customer experience through online reviews from TripAdvisor
title_full Customer experience through online reviews from TripAdvisor
title_fullStr Customer experience through online reviews from TripAdvisor
title_full_unstemmed Customer experience through online reviews from TripAdvisor
title_sort Customer experience through online reviews from TripAdvisor
author Costa, Sara Morgado da
author_facet Costa, Sara Morgado da
Moro, Sérgio
Rita, Paulo
Alturas, Bráulio
author_role author
author2 Moro, Sérgio
Rita, Paulo
Alturas, Bráulio
author2_role author
author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Costa, Sara Morgado da
Moro, Sérgio
Rita, Paulo
Alturas, Bráulio
dc.subject.por.fl_str_mv Customer experience
Customer satisfaction
Sentiment analysis
Online reviews
TripAdvisor
Theme parks
Orlando
Computer Science Applications
Marketing
topic Customer experience
Customer satisfaction
Sentiment analysis
Online reviews
TripAdvisor
Theme parks
Orlando
Computer Science Applications
Marketing
description Costa, S. M. D., Moro, S., Rita, P., & Alturas, B. (2023). Customer experience through online reviews from TripAdvisor: the case of Orlando theme parks. International Journal of Technology Marketing, 17(1), 48-77. https://doi.org/10.1504/IJTMKT.2023.127352
publishDate 2023
dc.date.none.fl_str_mv 2023-01-01
2023-01-01T00:00:00Z
2024-01-25T01:31:57Z
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/10362/146064
url http://hdl.handle.net/10362/146064
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1741-878X
PURE: 46485494
https://doi.org/10.1504/IJTMKT.2023.127352
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 30
application/pdf
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
institution RCAAP
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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