TY - GEN
T1 - Customer eXperience in Valparaíso hostels
T2 - 12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
AU - Rusu, Virginica
AU - Rusu, Cristian
AU - Quiñones, Daniela
AU - Roncagliolo, Silvana
AU - Carvajal, Victoria
AU - Muñoz, Martin
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2020.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020
Y1 - 2020
N2 - 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.
AB - 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.
KW - Customer eXperience
KW - Online travel agency
KW - Service Science
KW - Tourist eXperience
UR - http://www.scopus.com/inward/record.url?scp=85088540460&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-49576-3_17
DO - 10.1007/978-3-030-49576-3_17
M3 - Conference contribution
AN - SCOPUS:85088540460
SN - 9783030495756
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 226
EP - 235
BT - Social 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
A2 - Meiselwitz, Gabriele
PB - Springer
Y2 - 19 July 2020 through 24 July 2020
ER -