Customer eXperience in Valparaíso hostels: Analyzing tourists’ opinions

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Customer eXperience is one of the key concepts in Service Science, an interdisciplinary research field oriented to the systematic innovation of services. The Tourist eXperience, as customer of specific services, is strongly related to the quality of the services that are offered. Online travel agencies generate online communities, where tourists can quantitatively (scores) and qualitatively (reviews) evaluate the services they received. Their opinions offer information for other fellow travelers when they are choosing tourism-related services. They also offer valuable information for decision makers in tourism entities. Tourist opinions express in fact their experiences as customers. Many researches focus on qualitative tourists’ comments, evaluating their reviews with big data and natural language processing techniques. However, we focused our work on quantitative data. The paper presents a quantitative study on the opinions of the tourists that used accommodation services offered through the online travel agency HostelWorld, in hostels from Valparaíso, Chile. We used descriptive statistics to analyze tourists’ profile, and inferential statistics to analyze tourists’ opinions.

Original languageEnglish
Title of host publicationSocial Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing - 12th International Conference, SCSM 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer
Pages226-235
Number of pages10
ISBN (Print)9783030495756
DOIs
StatePublished - 2020
Externally publishedYes
Event12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020 - Copenhagen, Denmark
Duration: 19 Jul 202024 Jul 2020

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12195 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
Country/TerritoryDenmark
CityCopenhagen
Period19/07/2024/07/20

Keywords

  • Customer eXperience
  • Online travel agency
  • Service Science
  • Tourist eXperience

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