Online travel agencies as social media: Analyzing customers’ opinions

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

4 Scopus citations

Abstract

Online travel agencies generate online communities. Travelers share their opinions, comment on their experiences, and quantitatively evaluate services. Their quantitative and qualitative reviews offer valuable information for other potential travelers. The paper analyzes customers’ (quantitative) opinions extracted from www.hotelclub.com in February 2016, before the website was closed. Data relationships and trends are identified and interpreted as Customer eXperience outcomes.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationHuman Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Verlag
Pages200-209
Number of pages10
ISBN (Print)9783319585581
DOIs
StatePublished - 1 Jan 2017
Event9th International Conference on Social Computing and Social Media, SCSM 2017 held as part of the 19th International Conference on Human-Computer Interaction, HCI International 2017 - Vancouver, Canada
Duration: 9 Jul 201714 Jul 2017

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume10282 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference9th International Conference on Social Computing and Social Media, SCSM 2017 held as part of the 19th International Conference on Human-Computer Interaction, HCI International 2017
CountryCanada
CityVancouver
Period9/07/1714/07/17

Keywords

  • Customer eXperience
  • Online travel agencies
  • User eXperience

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