Abstract
The technological advancements in the digital environment and the consequent
importance that electronic word-of-mouth (eWOM) represents in the digital era highlight the need to study the opinion of consumers to increase the quality of the service provided. The research methodology is based on a literature review, analyses of 9226 online reviews extracted from the TripAdvisor platform, using Nvivo software, and the implementation of 65 questionnaires to hotel managers. The sample matches the 4- and 5-star hotels operating on all-inclusive in Portugal between 1st January 2019 and 31st October 2020. It is highlighted that
TripAdvisor guest reviews represent a moderately negative to the moderately positive tone, which represents a mixed feeling, standing out as very important attributes: food, room and employees. Hotel managers, in turn, list as very important attributes: employees, food, safety, hygiene and cleanliness. In short, the hotel attributes valued as very important, both for guests and for hotel managers, are attributes related to food and employees.
importance that electronic word-of-mouth (eWOM) represents in the digital era highlight the need to study the opinion of consumers to increase the quality of the service provided. The research methodology is based on a literature review, analyses of 9226 online reviews extracted from the TripAdvisor platform, using Nvivo software, and the implementation of 65 questionnaires to hotel managers. The sample matches the 4- and 5-star hotels operating on all-inclusive in Portugal between 1st January 2019 and 31st October 2020. It is highlighted that
TripAdvisor guest reviews represent a moderately negative to the moderately positive tone, which represents a mixed feeling, standing out as very important attributes: food, room and employees. Hotel managers, in turn, list as very important attributes: employees, food, safety, hygiene and cleanliness. In short, the hotel attributes valued as very important, both for guests and for hotel managers, are attributes related to food and employees.
| Original language | English |
|---|---|
| Publication status | Published - 2022 |
| Event | 2nd Tourism and Hospitality Networking Conference 2022 (http://researchnet.work), na Turquia. - Istanbul, Turkey Duration: 6 Sept 2022 → 10 Sept 2022 Conference number: 2 http://researchnet.work/#Program_ID |
Conference
| Conference | 2nd Tourism and Hospitality Networking Conference 2022 (http://researchnet.work), na Turquia. |
|---|---|
| Abbreviated title | RESNET´22 |
| Country/Territory | Turkey |
| City | Istanbul |
| Period | 6/09/22 → 10/09/22 |
| Internet address |
Keywords
- sentiment analysis
- TripAdvisor
- service quality
- all-inclusive
- NVivo