Content Analysis of Online Travel Reviews

Estela Marine-Roig ()
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Estela Marine-Roig: University of Lleida

Chapter 23 in Handbook of e-Tourism, 2022, pp 557-582 from Springer

Abstract: Abstract In the past decade, the rise of social media, the proliferation of user-generated content (UGC), and, consequently, the effect of electronic word-of-mouth (eWoM) have revolutionized marketing. In tourism, and hospitality, traveler-generated content (TGC), including travel blogs and especially online travel reviews (OTRs), has become a prominent source of information. OTRs hosted on travel-related websites collect information about visitors’ experiences, opinions, and appraisals of places, attractions, activities, products, and services that allows measuring visitors’ perceived image, satisfaction and loyalty. The aim of this chapter is to describe a computerized content analysis of OTRs, from data collection and content analysis. To illustrate the most basic procedures, this study examined a sample of English-language OTRs from TripAdvisor about attractions and activities in Barcelona, Catalonia, between August 17 and December 31, 2017, a period characterized by a terrorist attack and an unrelated independence movement. The results show that serious events had a minimal impact on the city’s image as perceived and shared by reviewers, despite the enormous amount of media coverage of both events.

Keywords: Traveler-generated content; Electronic word-of-mouth; Online travel agency; Content analysis; Online travel review; TripAdvisor (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/978-3-030-48652-5_31

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