Exploring hotel service quality experience indicators in user-generated content: A case using trip advisor data

Garcia-Barriocanal, Elena, Sicilia, Miguel-Angel and Korfiatis, Nikolaos ORCID: https://orcid.org/0000-0001-6377-4837 (2010) Exploring hotel service quality experience indicators in user-generated content: A case using trip advisor data. In: Proceedings of the 5th Mediterranean Conference of Information Systems (MCIS). UNSPECIFIED, Tel-Aviv, Israel, p. 33. ISBN 978-965-555-474-8

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The new social and technological framework of Web 2.0 has resulted in the availability of significant volumes of user generated content. In some cases, user generated content describes existing services, as in the case of travel reviews, in which the users express their experiences and opinions about hotels among other aspects of travel experience. Existing approaches to measuring hotel quality from the customer perspective usually follow the expectation-experience gap model of SERVQUAL or some form of incident analysis. However, user generated content can be used as a complement to automatically gather user opinions in which the aspects covered are those spontaneously raised by customers. This paper reports an initial exploration of such approach on a small sample or reviews in Spanish gathered from TripAdvisor, using existing classifications of emotion types and eliciting conditions. Shallow natural language processing (NLP) techniques are applied to automatically extract simple expressions that can be used to obtain a profile of hotel quality. The results of the preliminary study were able to identify emotion types and eliciting conditions with a reasonable effectiveness which points out to the potential of the techniques to become a complementary tool for hotel evaluation.

Item Type: Book Section
Uncontrolled Keywords: hotel service quality, user generated contents, emotional expressions, natural language processing.
Faculty \ School: Faculty of Social Sciences > Norwich Business School
UEA Research Groups: Faculty of Social Sciences > Research Groups > Innovation, Technology and Operations Management
Faculty of Social Sciences > Research Centres > Centre for Competition Policy
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Depositing User: Pure Connector
Date Deposited: 12 Dec 2014 12:18
Last Modified: 20 Jun 2023 14:58
URI: https://ueaeprints.uea.ac.uk/id/eprint/51433

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