An analysis of user‐generated content for hotel experiences

Barreda, Albert A.; Bilgihan, Anil

doi:10.1108/jhtt-01-2013-0001

Cited by 167 publications

(133 citation statements)

References 49 publications

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“…É de salientar também o facto de os consumidores recorrerem a informação gerada por outros acerca dos produtos antes de procederem a uma compra, principalmente se esta for de elevado envolvimento (Cheong & Morrison, 2008). Estas alterações ocorreram também no setor do turismo, em que os próprios consumidores utilizam informações do meio online, como reviews sobre viagens ou hotéis, ou passa-a-palavra para tomarem as suas decisões (Ye, Law, Gu & Chen, 2011), tendo estas informações um grande impacto nas suas perceções da marca (Barreda & Bilgihan, 2013).…”

Section: A Consumer Journeyunclassified

YouTube e user generated content: O seu valor e a sua utilidade no setor do turismo em Portugal

Afonso

Ceia

2018

DAMeJ

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ResumoOs consumidores recorrem ao user generated content (UGC) para tomar decisões, nomeadamente escolhas relacionadas com o turismo, como viagens, acomodação e restaurantes. O objetivo deste estudo é compreender a relação existente entre o valor funcional e a utilidade percebida pelos consumidores em relação ao UGC, considerando o contexto do turismo no YouTube. O estudo é quantitativo, tendo-se obtido 748 respostas ao questionário online dirigido a utilizadores do YouTube em Portugal. Através da análise de dados multivariada verificou-se que quanto maior a perceção do valor funcional do UGC, maior a utilidade percebida destes conteúdos. O estudo contribui para um maior conhecimento do uso do UGC, sugerindo que empresas na área do turismo apostem na criação de conteúdo útil para os consumidores. Palavras-chave:User generated content; valor funcional; utilidade percebida; YouTube. AbstractConsumers are turning to user generated content (UGC) to make decisions, including tourismrelated choices such as travel, accommodation and restaurants. The objective of this study is to understand the relationship between the functional value and the perceived utility of the UGC by consumers, considering the context of tourism in YouTube. The study is quantitative and in total 748 responses were obtained through an online questionnaire addressed to YouTube users in Portugal. Through the analysis of multivariate data it was verified that the greater the perception of the functional value of the UGC, the greater the perceived utility of these contents. The study contributes to a greater knowledge of the use of UGC, suggesting that companies in the tourism area should engage in the creation of useful content for consumers.

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Section: A Consumer Journeyunclassified

YouTube e user generated content: O seu valor e a sua utilidade no setor do turismo em Portugal

Afonso

Ceia

2018

DAMeJ

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“…Oh, Fiore, and Jeong (2007) conducted a survey and identified that the aesthetic dimension of an experience for hotel guests is the most dominant factor in producing arousal, memory, overall equity, and satisfaction. Barreda and Bilgihan (2013) assayed a similar issue in the context of online hotel reviews. The results revealed that cleanliness and human contact were essential determinants of hotel experience satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Hotel Theming in China: A Qualitative Study of Practitioners’ Views

Wassler

Hung

2015

Journal of Travel & Tourism Marketing

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Facing increasing competition, many hotels have adopted "theming" as a marketing strategy. Although still in its fledgling stage, hotel theming has already gained popularity in the growing Chinese hotel market. This study conducted focus group discussions to understand the concepts behind hotel theming in China. Respondents were 41 practitioners from the Chinese hotel industry, who were enrolled in an executive graduate program. Data revealed that hotel theming has four analytical dimensions, namely, the current state, perceived facilitators, inhibitors, and future prospective for developing such strategy in China. Results showed that the specific traits of the Chinese hotel market are highly important for the success of hotel theming in the given context.

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“…Stringam and Gerdes Jr (2010) examined the link between textual data and the corresponding ratings which travelers assigned to the hotels. Additionally, Barreda and Bilgihan (2013) utilized the text mining method on TripAdvisor posts to determine factors that may affect brand image. The present study applies an approach which has been adopted by a number of more recent studies in order to acquire a targeted set of textual data.…”

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confidence: 99%

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

2020

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The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.Sustainability 2020, 12, 1838 2 of 37 booking intentions [7,8], consumer decision-making [9], consumer attitudes [10,11], and perception of trust [12]. Research on online consumer behavior has demonstrated that negative reviews hold more sway than positive reviews; therefore, consumers will give more weight to negative information when making judgments or performing decision-making tasks [13]. An example of this can be seen in a study by Casaló, Flavián, Guinalíu, and Ekinci (2015) on travelers' perceived usefulness of online reviews. The results show that the travelers find negative online reviews more useful than positive ones. Nevertheless, although the significance and the influence of online reviews is well recognized, the important question of how to understand online complaining behavior within the context of different cultural backgrounds still remains, with only a few researchers focusing on the relevant factors thus far.Customer dissatisfaction and consumer complaining behavior were quick to draw attention from the researchers of and service providers in the hospitality industry. Although consumer complaints do give hoteliers the opportunity to improve their marketing programs in ways that can enhance customer satisfaction and hotel profitability, they can also impact the hotel's reputations and potentially do great damage to the company [14]. Thus, we duly recognize the importance that must be attached to proper and applicable understandings of consumer complaint behavior. Literature has argued that complaint behavior may manifest itself differently on account of the distinct norms that are inherent to varying cultures [15]. For example, Ngai, Heung, Wong, and Chan (2007) examined the different attitudes Asian and non-Asian hotel guests held towards complaining behavior. The study found out that Asian guests were less likely to complain directly to the hotels for fear of "losing face", preferring rather to take non-direct action, such as through negative word-of-mouth. Yuksel, Kilinc, and Yuksel (2006) ...

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An analysis of user‐generated content for hotel experiences

Cited by 167 publications

References 49 publications

YouTube e user generated content: O seu valor e a sua utilidade no setor do turismo em Portugal

YouTube e user generated content: O seu valor e a sua utilidade no setor do turismo em Portugal

Hotel Theming in China: A Qualitative Study of Practitioners’ Views

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

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