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A Method for Analysing Large-Scale UGC Data for Tourism: Application to the Case of Catalonia Read chapter Read first chapter

2015 | OriginalPaper | Chapter

Listen to Your Customers! How Hotels Manage Online Travel Reviews. The Case of Hotels in Lugano

Authors : Silvia De Ascaniis, Alessia Borrè, Elena Marchiori, Lorenzo Cantoni

Published in: Information and Communication Technologies in Tourism 2015

Publisher: Springer International Publishing

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Abstract

Given the increasing influence of online hotel reviews on travellers’ decisions, hotels need to develop management strategies, in order to monitor their business’ online reputation and to take advantage of customers’ comments. In the paper, the communicative practices taking place in the online interaction between guests and hotels are analysed, in order to pursue a descriptive goal—that is to characterize the phenomenon, and a prescriptive goal—that is to provide guidelines and a framework to develop strategies to effectively reply to online customers’ reviews. Three kinds of analyses were performed on a sample of online reviews and the respective hotel responses: (1) a typology of the online interaction guest-hotel was elaborated and validated; (2) the arguments used by reviewers to support their recommendation were identified, to verify if and to what extent hotels address them; (3) rhetorical moves (i.e. communicative strategies used by a speaker to persuade the audience) employed by hotels to appeal to their customers were classified.

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previous chapter Analysing User Reviews in Tourism with Topic Models
next chapter Information Gathering by Ubiquitous Services for CRM in Tourism Destinations: An Explorative Study from Sweden
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Metadata
Title
Listen to Your Customers! How Hotels Manage Online Travel Reviews. The Case of Hotels in Lugano
Authors
Silvia De Ascaniis
Alessia Borrè
Elena Marchiori
Lorenzo Cantoni
Copyright Year
2015
Book
Information and Communication Technologies in Tourism 2015

Print ISBN: 978-3-319-14342-2

Electronic ISBN: 978-3-319-14343-9

Copyright Year: 2015

DOI
https://doi.org/10.1007/978-3-319-14343-9_5

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