The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector

Baka, Vasiliki

doi:10.1016/j.tourman.2015.09.004

Cited by 187 publications

(164 citation statements)

References 60 publications

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“…This selection matches Baka (2016), who considers TripAdvisor the world's largest source of UGC in the domain of tourism, and other authors [11,46], explaining the advantages of collecting a set of open data in TripAdvisor because of the huge amount of user-generated reviews that it hosts. Moreover, Yoo et al [47] note that TripAdvisor's reputation management system helps to determine the helpfulness of reviews and/or reviewers (which enables viewing profiles, other reviews, votes, and ratings) and motivates users to contribute reliable reviews (through intrinsic and extrinsic motivations).…”

Section: Data Collectionmentioning

confidence: 53%

“…In order to show that data from an OTR appears in search engines (Figure 2), we have chosen an OTR from TripAdvisor, the largest user-generated online review site in the tourism domain [7,39], and the three search engines with the most traffic, Google, Baidu, and Yahoo (Alexa.com, TopSites). It is noteworthy that Yahoo does not use its own means and presents the results obtained by Live.com through Microsoft's Bing search engine.…”

Section: Otrs On Search Enginesmentioning

confidence: 99%

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Measuring Destination Image through Travel Reviews in Search Engines

Mariné-Roig

2017

Sustainability

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Abstract:In recent years, mobile phones and access points to free Wi-Fi services have been enhanced, which has made it easier for travellers to share their stories, pictures, and video clips online during a trip. At the same time, online travel review (OTR) websites have grown significantly, allowing users to post their travel experiences, opinions, comments, and ratings in a structured way. Moreover, Internet search engines play a crucial role in locating and presenting OTRs before and throughout a trip. This evolution of social media and information and communication technologies has upset the classic sources of information of the projected tourist destination image (TDI), allowing electronic word-of-mouth to occupy a prominent position. Hence, the aim of this paper is to propose a method based on big data technologies for analysing and measuring the perceived (and transmitted) TDI from OTRs as presented in search engines, emphasising the cognitive, spatial, temporal, evaluative, and affective TDI dimensions. To test this approach, a massive analysis of metadata processed by search engines was performed on 387,414 TripAdvisor OTRs on 'Things to Do' in Île de France, an outstanding smart tourist destination. The results obtained are consistent and allow for the extraction of insights and business intelligence.

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Section: Data Collectionmentioning

confidence: 53%

Section: Otrs On Search Enginesmentioning

confidence: 99%

Measuring Destination Image through Travel Reviews in Search Engines

Mariné-Roig

2017

Sustainability

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“…No lugar de fotos editadas e manipuladas em brochuras, folhetos ou anúncios, turistas podem basear suas escolhas em relatos espontâneos e fotos mais realistas postadas por outros turistas. Além de reduzir o nível de incerteza dos futuros consumidores, esse conteúdo afeta a reputação dos destinos turísticos, já que as informações estão disponíveis gratuitamente de forma on--line (Baka, 2016). Os comentários são capazes de complementar e até mesmo competir com informações fornecidas pelos sites oficiais dos atrativos turísti-cos (Wong & Qi, 2017).…”

Section: Resumen La Imagen De Río De Janeiro Proyectada Por Los Turisunclassified

“…Essas avaliações refletem as experiências vivenciadas pelos usuários, que assumem papel de interlocutores dos diferentes locais visitados (Baka, 2016). Sendo assim, o CGU construído na plataforma do TripAdvisor é fonte de informação com potencial de influenciar a escolha do turista.…”

Section: Resumen La Imagen De Río De Janeiro Proyectada Por Los Turisunclassified

“…Por essa razão, o compartilhamento de experiências em sites como TripAdvisor se tornou importante fonte de informação para o planejamento de viagens. Pesquisas indicam que as informações disseminadas por turistas influenciam as escolhas de serviços e a imagem dos destinos turísticos (Baka, 2016;Litvin, Goldsmith & Pan, 2011;Xiang & Gretzel, 2010).…”

Section: Introductionunclassified

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A Imagem do Rio de Janeiro Projetada por Turistas em uma Mídia Social: experiência, qualidade e valor

2017

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ResumoO compartilhamento de informações em mídias sociais possibilita que as pessoas tenham acesso de maneira rápida e gratuita a um conteúdo gerado por turistas que já vivenciaram determinada experiência, o que pode influenciar a escolha de outros, e impõe uma nova dinâmica às relações de consumo, afetando a imagem e a competitividade dos destinos. Este estudo investigou a imagem projetada por turistas que visitaram o Rio de Janeiro nos anos de 2015 e 2016 em relação aos seguintes aspectos: experiência nos principais atrativos da cidade, qualidade percebida dos serviços e julgamento de preço e valor. Para tal, foi realizada a análise de conteúdo de 612 comentários postados no site TripAdvisor, a mídia social dedicada ao turismo de maior audiência no mundo. Os resultados mostram que a grande maioria dos turistas relatou experiências favoráveis, avaliou positivamente a qualidade dos serviços e o valor, apresentando altos níveis de satisfação nos principais atrativos da cidade. As dimensões da experiência mais presentes nos comentários foram a estética e o entretenimento, reforçando a importância das belezas naturais e arquitetônicas na formação da imagem do Rio de Janeiro. Quanto aos comentários com teor negativo, a análise do conteúdo revelou pontos que devem ser monitorados e aprimorados por gestores públicos e privados ligados ao turismo. Palavras-chave: Turismo; Mídias sociais; Conteúdo gerado pelo usuário; Imagem de destinos turísticos; Comportamento do consumidor. AbstractThe Image of Rio de Janeiro Projected by Tourists in a Social Medium: experience, quality and value Sharing information in social media enables people to access quickly and freely content created by tourists who have already lived a certain experience, which can have influence on the others' choices and imposes a new dynamic to consumption relations, impacting the destinations' image and competitiveness. This study investigated the image projected

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Brand Equity Research Using Online Customer Ratings of Spanish Hotels

Soler

Gémar

2016

Journal of Tourism Research

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This study sought to create and test a customer-based brand equity model for Spanish hotels with TripAdvisor data. Using a sample of 1514 hotels and structural equation modelling with an asymptotically distribution-free method, a valid basic, unified model was developed. The results confirm the viability of online data for brand equity research. These data reduce the cost of data capture, allowing the collection of a large amount of data and the creation of more dynamic models. The results also show that aspects of brand equity are now under the control of users, a finding that requires further research.Notes: SE = standard error; CR = critical ratio; P = p-value.

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The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector

Cited by 187 publications

References 60 publications

Measuring Destination Image through Travel Reviews in Search Engines

Measuring Destination Image through Travel Reviews in Search Engines

A Imagem do Rio de Janeiro Projetada por Turistas em uma Mídia Social: experiência, qualidade e valor

Brand Equity Research Using Online Customer Ratings of Spanish Hotels

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