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Sentiment analysis in all-Inclusive hotels and resorts in Portugal

2022Comunicação em conferência Acesso aberto
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dc.contributor.authorRassal, Carimo
dc.contributor.authorBeckmann, Luana
dc.contributor.authorAntónio, Nuno
dc.contributor.authorCoelho, Andreia
dc.contributor.authorCoelho, Rute
dc.contributor.authorPalma, Ana
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.date.accessioned2023-01-09T22:17:52Z
dc.date.available2023-01-09T22:17:52Z
dc.date.issued2022
dc.descriptionRassal, C., Beckmann, L., António, N., Coelho, A., Coelho, R., & Palma, A. (2022). Sentiment analysis in all-Inclusive hotels and resorts in Portugal. Paper presented at 2nd Tourism and Hospitality Networking Conference 2022 (http://researchnet.work), na Turquia., Istanbul, Turkey.
dc.description.abstractThe technological advancements in the digital environment and the consequent importance that electronic word-of-mouth (eWOM) represents in the digital era highlight the need to study the opinion of consumers to increase the quality of the service provided. The research methodology is based on a literature review, analyses of 9226 online reviews extracted from the TripAdvisor platform, using Nvivo software, and the implementation of 65 questionnaires to hotel managers. The sample matches the 4- and 5-star hotels operating on all-inclusive in Portugal between 1st January 2019 and 31st October 2020. It is highlighted that TripAdvisor guest reviews represent a moderately negative to the moderately positive tone, which represents a mixed feeling, standing out as very important attributes: food, room and employees. Hotel managers, in turn, list as very important attributes: employees, food, safety, hygiene and cleanliness. In short, the hotel attributes valued as very important, both for guests and for hotel managers, are attributes related to food and employees.en
dc.description.versionauthorsversion
dc.description.versionpublished
dc.format.extent77495
dc.identifier.otherPURE: 49714611
dc.identifier.otherPURE UUID: a7459bfb-b0c2-4596-9b4e-621b64a59c72
dc.identifier.urihttp://hdl.handle.net/10362/147251
dc.language.isoeng
dc.peerreviewedyes
dc.subjectsentiment analysis
dc.subjectTripAdvisor
dc.subjectservice quality
dc.subjectall-inclusive
dc.subjectNVivo
dc.titleSentiment analysis in all-Inclusive hotels and resorts in Portugalen
dc.typeconference paper
degois.publication.issue2
degois.publication.title2nd Tourism and Hospitality Networking Conference 2022 (http://researchnet.work), na Turquia.
dspace.entity.typePublication
rcaap.rightsopenAccess

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