Hospitality eWOM Analysis
Hospitality eWOM analysis is the systematic study of electronic word-of-mouth, the consumer-generated reviews, ratings, posts and comments that travellers share online about hotels, restaurants, attractions and destinations. Litvin, Goldsmith and Pan (2008) set out the foundational framework, defining eWOM, classifying its channels by communication scope and level of interactivity, and explaining why it matters so much in hospitality and tourism, whose intangible products are difficult to evaluate before consumption and are therefore judged heavily through the experiences of others. The analysis treats this online word-of-mouth as data, measuring its volume, its valence (how positive or negative it is) and the experience dimensions it reveals, and links these to outcomes such as bookings, satisfaction and reputation. Xiang and colleagues (2015) showed how large-scale text analytics of guest-generated reviews can deconstruct the hotel experience and connect it to satisfaction.
Allikakirje
Tsiteeringud kopeeritud meetodi allikakirjest sõna-sõnalt. Nendest ei saa järeldada väidete tasemel kinnitust.
- Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic Word-of-Mouth in Hospitality and Tourism Management. Tourism Management, 29(3), 458-468. · DOI 10.1016/j.tourman.2007.05.011
- Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M. (2015). What can big data and text analytics tell us about hotel guest experience and satisfaction? International Journal of Hospitality Management, 44, 120-130. · DOI 10.1016/j.ijhm.2014.10.013
Kureeritud väited
Väited on salvestatud tõendite registrisse, igal oma hinnanguga.
See vaade ei loo väite hinnangut, kui registris seda pole.
Seotud meetodid
Genereeritud meetodigraafist ja kuvatud masina soovitatud seostena – väiteid ei järeldata.