How Emotional Do We Get? A Closer Look into the Trip Advisor Dialogue

Astrid Dickinger () and Lidija Lalicic ()
Additional contact information
Astrid Dickinger: MODUL University Vienna
Lidija Lalicic: MODUL University Vienna

A chapter in Information and Communication Technologies in Tourism 2014, 2013, pp 239-252 from Springer

Abstract: Abstract In light of the rapid development of social media industry players need to become more strategic in their online interactions with tourists. Research on online reviews and how to best respond to them is inconclusive. Therefore, the first aim of this study is to gain an understanding of the presence of emotions in hotel reviews and manager responses. Second, this study investigates how the level of emotions of online hotel reviews and online management responses vary according to hotel classification and review rating. Conclusions are drawn from a quantitative text analysis on 440 reviews and 440 responses from Trip Advisor. The results suggest that management significantly need to consider strategies for online dialogue in order to retain satisfied customers as well as a positive online reputation.

Keywords: Emotions; Analysis of blogs and reviews; Quantitative content analysis (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-03973-2_18

Ordering information: This item can be ordered from
http://www.springer.com/9783319039732

DOI: 10.1007/978-3-319-03973-2_18

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().