Abstract
This empirical data-driven research aims to unveil thought-provoking insights on the U.S. hotel offer across its 50 states. Information of more than 30,000 hotels was collected through web scraping from TripAdvisor. Using such data, 50 support vector machine models were trained to model the TripAdvisor score, one per state, to assess the convergent and divergent factors in customer satisfaction across all the U.S. states. A conceptual model is proposed and validated through the data-driven support vector machine models developed for each state to identify convergent features across the states to explain customer satisfaction (here represented by TripAdvisor score). Hotel size, price, and stars are not moderated by the location, expressed by the corresponding state, although these highly influence satisfaction, whereas both hotel number of published photos and the amenities are affected by the location. Thus, adaptation issues were found regarding amenities and published photos within each state’s offer.
| Original language | English |
|---|---|
| Pages (from-to) | 1112-1129 |
| Journal | Journal of Hospitality and Tourism Research |
| Volume | 43 |
| Issue number | 7 |
| DOIs | |
| Publication status | Published - Sep 2019 |
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Keywords
- customer feedback
- customer satisfaction
- hotel offer
- TripAdvisor
- United States
Cite this
}
Are the States United? An Analysis of U.S. Hotels’ Offers Through TripAdvisor’s Eyes. / Moro, Sérgio; Batista, Fernando; Rita, Paulo; Oliveira, Cristina; Ribeiro, Ricardo.
In: Journal of Hospitality and Tourism Research, Vol. 43, No. 7, 09.2019, p. 1112-1129.Research output: Contribution to journal › Article
TY - JOUR
T1 - Are the States United?
T2 - An Analysis of U.S. Hotels’ Offers Through TripAdvisor’s Eyes
AU - Moro, Sérgio
AU - Batista, Fernando
AU - Rita, Paulo
AU - Oliveira, Cristina
AU - Ribeiro, Ricardo
N1 - Moro, S., Batista, F., Rita, P., Oliveira, C., & Ribeiro, R. (2019). Are the States United? An Analysis of U.S. Hotels’ Offers Through TripAdvisor’s Eyes. Journal of Hospitality and Tourism Research, 43(7), 1112-1129. https://doi.org/10.1177/1096348019854793
PY - 2019/9
Y1 - 2019/9
N2 - This empirical data-driven research aims to unveil thought-provoking insights on the U.S. hotel offer across its 50 states. Information of more than 30,000 hotels was collected through web scraping from TripAdvisor. Using such data, 50 support vector machine models were trained to model the TripAdvisor score, one per state, to assess the convergent and divergent factors in customer satisfaction across all the U.S. states. A conceptual model is proposed and validated through the data-driven support vector machine models developed for each state to identify convergent features across the states to explain customer satisfaction (here represented by TripAdvisor score). Hotel size, price, and stars are not moderated by the location, expressed by the corresponding state, although these highly influence satisfaction, whereas both hotel number of published photos and the amenities are affected by the location. Thus, adaptation issues were found regarding amenities and published photos within each state’s offer.
AB - This empirical data-driven research aims to unveil thought-provoking insights on the U.S. hotel offer across its 50 states. Information of more than 30,000 hotels was collected through web scraping from TripAdvisor. Using such data, 50 support vector machine models were trained to model the TripAdvisor score, one per state, to assess the convergent and divergent factors in customer satisfaction across all the U.S. states. A conceptual model is proposed and validated through the data-driven support vector machine models developed for each state to identify convergent features across the states to explain customer satisfaction (here represented by TripAdvisor score). Hotel size, price, and stars are not moderated by the location, expressed by the corresponding state, although these highly influence satisfaction, whereas both hotel number of published photos and the amenities are affected by the location. Thus, adaptation issues were found regarding amenities and published photos within each state’s offer.
KW - customer feedback
KW - customer satisfaction
KW - hotel offer
KW - TripAdvisor
KW - United States
UR - http://www.scopus.com/inward/record.url?scp=85067894232&partnerID=8YFLogxK
UR - http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcAuth=Alerting&SrcApp=Alerting&DestApp=WOS_CPL&DestLinkType=FullRecord&UT=WOS:000481452800009
U2 - 10.1177/1096348019854793
DO - 10.1177/1096348019854793
M3 - Article
VL - 43
SP - 1112
EP - 1129
JO - Journal of Hospitality and Tourism Research
JF - Journal of Hospitality and Tourism Research
SN - 1096-3480
IS - 7
ER -