Please use this identifier to cite or link to this item:
Title: Meta-análisis sobre sentimental analysis y puntuaciones digitales de los clientes en el sector hotelero
Authors: El-Sherbiny, Moamen Waleed Ibrahim Khamees 
Aguiar Quintana, Teresa 
González Martel, Cristian 
UNESCO Clasification: 531290 Economía sectorial: turismo
531105 Marketing (comercialización)
Keywords: Digital Tourism
Sentimental analysis
Online consumer review
Customer voice
Issue Date: 2018
Publisher: Servicio de Publicaciones y Difusión Científica de la Universidad de Las Palmas de Gran Canaria (ULPGC) 
Conference: VI Foro Internacional de Turismo Maspalomas Costa Canaria (FITMCC 2018) 
Abstract: Most of the people are relying on digital feedbacks by observing reviews posted on travel portal and online reviews play an important role that affect online bookings in the hospitality industry. Also customers spend time reading reviews which might affect their decision making. Some papers underline the role of review sentiments in perceived helpfulness and findings have shown that reviews written by people who demonstrate extreme sentiments are considered more valuable when it comes to catch the attention of new customers. Through a meta-analysis of the last 20 years of research in Customer Sentiment and online customer ratings, we have found that most of the studies are focused in the importance of customer sentiment in the review but, however, we found a gap in the literature as it has only been used to find out how the sentiments of customer reviews can identify the importance of the review. But, no study has focused on finding how such reviews can affect the online ratings.
ISBN: 978-84-9042-342-4
Source: VI Foro Internacional de Turismo Maspalomas Costa Canaria (FITMCC 2018). Congreso Internacional Destinos Turísticos Inteligentes / coord. por Juan Manuel Benítez del Rosario, Antonio González Molina, Claudia Breede Eyzaguirre, Lidia Esther Hernández López. Perspectivas en el desarrollo de destinos turísticos inteligentes, p. 53-64
Appears in Collections:Ponencias
Adobe PDF (957,54 kB)
Show full item record

Google ScholarTM




Export metadata

Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.