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Title: A social media analysis of the contribution of destinations to client satisfaction with hotels
Authors: Bulchand Gidumal, Jacques 
Melián González, Santiago 
González Lopez-Valcarcel, Beatriz 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Hoteles
Satisfacción de los clientes
Issue Date: 2013
Publisher: 0278-4319
Journal: International Journal of Hospitality Management 
Abstract: To what extent do the ratings of hotels in social media depend on the hotels themselves and to what extent do they depend on the destination of the hotel? That is, if we were able to place a hotel with the same characteristics and services at two different destinations, would both have the same rating or would they differ? By using multilevel regression analysis, we have quantified the extent to which differences in client satisfaction with hotels can be attributed to the destination in which the hotels are located. We have measured this through ratings provided through social media outlets. Data downloaded from TripAdvisor from a sample of 7173 hotels were used. After controlling for specific variables, an 11.38% of the variance could be attributed to the destination. Thus, both hotels and destination management organizations (DMOs) are involved in client satisfaction and must work jointly to secure it.
ISSN: 0278-4319
DOI: 10.1016/j.ijhm.2013.05.003
Source: International Journal of Hospitality Management[ISSN 0278-4319],v. 35, p. 44-47
Appears in Collections:Artículos
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