How Can a Destination Better Manage Its Offering to Visitors? Observing Visitor Experiences via Online Reviews

Hany Kim, Hyo Jae Joun, Yeongbae Choe and Ashley Schroeder
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Hany Kim: Department of Tourism and Convention, Pusan National University, Busan 46241, Korea
Hyo Jae Joun: Korea Culture & Tourism Institute, Seoul 07511, Korea
Yeongbae Choe: Department of Integrated Resort and Tourism Management, University of Macau, Macao 999078, China
Ashley Schroeder: Department of Recreation, Park, and Tourism Management, Pennsylvania State University, State College, PA 16802, USA

Sustainability, 2019, vol. 11, issue 17, 1-19

Abstract: Destinations are competing every day to attract more tourists and increase tourism receipts. In order to maintain tourists’ interests in the destination and expect sustainable income from tourism, understanding tourists’ perceptions of the destination is a critical task for destination managers. Tourists’ continuous visitation can be ensured when destinations are perceived to be positive and attractive. Therefore, this study examines destination attributes that are fundamental elements of the destination and tourists’ experiences. More specifically, this study investigates the destination attributes that are perceived to be positive by tourists using online reviews. Online reviews were analyzed with content analysis techniques and the quantified content was statically compared with the star rating provided by tourists. In addition, the influence of destination attributes on other conation dimensions-attitude and behavior-was analyzed. Destination attributes that have an influence on the star rating showed similar results to the attitude. However, behavior dimensions only had a significant influence for tour guides’ quality of the destination.

Keywords: destination offering; destination attribute; visitor experience; online review; micro-scale destination; local attraction; UCG; economic sustainability (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

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