This study aims at broadening our understanding around the topic of e-rating and e-complaints by applying content analysis to booking.com to investigate whether any significant differences exist relating to tourists’ socio-demographic characteristics, whom they are travelling with, the time of year when their stay took place and the characteristics of the hotels consumers are assessing. The study focuses on 727 online reviews in which tourists expressed their experience about hotels located in Arzachena-Costa Smeralda, a 3S tourism destination in Sardinia (Italy).
Travelers’ e-rating and e-complaints about hotel services: an empirical analysis on a 3S Italian tourism destination / DEL CHIAPPA, Giacomo; Dall'Aglio, S.. - (2012). (Intervento presentato al convegno 2th Hospitality and Tourism Marketing & Management Conference 2012 tenutosi a Corfu nel 31 Maggio - 3 Giugno).
Travelers’ e-rating and e-complaints about hotel services: an empirical analysis on a 3S Italian tourism destination
DEL CHIAPPA, Giacomo;
2012-01-01
Abstract
This study aims at broadening our understanding around the topic of e-rating and e-complaints by applying content analysis to booking.com to investigate whether any significant differences exist relating to tourists’ socio-demographic characteristics, whom they are travelling with, the time of year when their stay took place and the characteristics of the hotels consumers are assessing. The study focuses on 727 online reviews in which tourists expressed their experience about hotels located in Arzachena-Costa Smeralda, a 3S tourism destination in Sardinia (Italy).I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
