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Customer experience through online reviews from TripAdvisor

2023-01-01Artigo científico Acesso aberto
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dc.contributor.authorCosta, Sara Morgado da
dc.contributor.authorMoro, Sérgio
dc.contributor.authorRita, Paulo
dc.contributor.authorAlturas, Bráulio
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.pblInderscience Publishers
dc.date.accessioned2022-12-07T22:13:11Z
dc.date.available2024-12-31T01:31:26Z
dc.date.embargoedUntil2023-11-17
dc.date.issued2023-01-01
dc.descriptionCosta, S. M. D., Moro, S., Rita, P., & Alturas, B. (2023). Customer experience through online reviews from TripAdvisor: the case of Orlando theme parks. International Journal of Technology Marketing, 17(1), 48-77. https://doi.org/10.1504/IJTMKT.2023.127352 ---%ABS1%
dc.description.abstractIn the last years, the development of social media and digital technology has empowered customers to strongly engage with firms, to freely behave choice wisely and to influence other customers either positively or negatively. This study sought to extract latent information on theme park visitor perception and experience through sentiment analysis from user generated content. In general, satisfaction and sentiment differed between the eight theme parks, wherein the three theme parks with higher positive sentiment were Disney's Animal Kingdom, followed by Universal's Islands of Adventures, Discovery Cove and finally SeaWorld. Furthermore, it was found on the one hand that drivers of customer's satisfaction were associated with sentiments such as 'fun', 'great', 'lovely' and 'amazing', and on the other hand experience and services like 'rides', 'water', 'dolphins', 'experience' and 'show'. Those results are valuable to support theme park management to improve guest experiences and consequently achieve sustainable competitive advantage.en
dc.description.versionauthorsversion
dc.description.versionpublished
dc.format.extent30
dc.format.extent1876833
dc.identifier.doi10.1504/IJTMKT.2023.127352
dc.identifier.issn1741-878X
dc.identifier.otherPURE: 46485494
dc.identifier.otherPURE UUID: f6a2120a-2791-480b-bd3e-9afb84a737be
dc.identifier.otherScopus: 85144473868
dc.identifier.otherORCID: /0000-0001-6050-9958/work/151407824
dc.identifier.urihttp://hdl.handle.net/10362/146064
dc.identifier.urlhttps://www.scopus.com/pages/publications/85144473868
dc.language.isoeng
dc.peerreviewedyes
dc.subjectCustomer experience
dc.subjectCustomer satisfaction
dc.subjectSentiment analysis
dc.subjectOnline reviews
dc.subjectTripAdvisor
dc.subjectTheme parks
dc.subjectOrlando
dc.subjectComputer Science Applications
dc.subjectMarketing
dc.titleCustomer experience through online reviews from TripAdvisoren
dc.title.subtitlethe case of Orlando theme parksen
dc.typejournal article
degois.publication.firstPage48
degois.publication.issue1
degois.publication.lastPage77
degois.publication.titleInternational Journal of Technology Marketing
degois.publication.volume17
dspace.entity.typePublication
rcaap.rightsopenAccess

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