Online travel agencies as social media: Analyzing customers’ opinions

Virginica Rusu; Cristian Rusu; Daniel Guzmán; Silvana Roncagliolo; Daniela Quiñones

doi:10.1007/978-3-319-58559-8_17

Online travel agencies as social media: Analyzing customers’ opinions

Virginica Rusu, Cristian Rusu, Daniel Guzmán, Silvana Roncagliolo, Daniela Quiñones

SCHOOL OF COMPUTER ENGINEERING

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

7 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 language	English
Title of host publication	Social Computing and Social Media
Subtitle of host publication	Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings
Editors	Gabriele Meiselwitz
Publisher	Springer Verlag
Pages	200-209
Number of pages	10
ISBN (Print)	9783319585581
DOIs	https://doi.org/10.1007/978-3-319-58559-8_17
State	Published - 2017
Event	9th 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 2017 → 14 Jul 2017

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	10282 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	9th 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
Country/Territory	Canada
City	Vancouver
Period	9/07/17 → 14/07/17

Keywords

Customer eXperience
Online travel agencies
User eXperience

Access to Document

10.1007/978-3-319-58559-8_17

Cite this

Rusu, V., Rusu, C., Guzmán, D., Roncagliolo, S., & Quiñones, D. (2017). Online travel agencies as social media: Analyzing customers’ opinions. In G. Meiselwitz (Ed.), Social Computing and Social Media: Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings (pp. 200-209). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 10282 LNCS). Springer Verlag. https://doi.org/10.1007/978-3-319-58559-8_17

Rusu, Virginica ; Rusu, Cristian ; Guzmán, Daniel et al. / Online travel agencies as social media : Analyzing customers’ opinions. Social Computing and Social Media: Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings. editor / Gabriele Meiselwitz. Springer Verlag, 2017. pp. 200-209 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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title = "Online travel agencies as social media: Analyzing customers{\textquoteright} opinions",

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{\textquoteright} (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.",

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author = "Virginica Rusu and Cristian Rusu and Daniel Guzm{\'a}n and Silvana Roncagliolo and Daniela Qui{\~n}ones",

note = "Publisher Copyright: {\textcopyright} Springer International Publishing AG 2017.; 9th 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 ; Conference date: 09-07-2017 Through 14-07-2017",

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language = "English",

isbn = "9783319585581",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

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Rusu, V, Rusu, C, Guzmán, D, Roncagliolo, S & Quiñones, D 2017, Online travel agencies as social media: Analyzing customers’ opinions. in G Meiselwitz (ed.), Social Computing and Social Media: Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 10282 LNCS, Springer Verlag, pp. 200-209, 9th 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, 9/07/17. https://doi.org/10.1007/978-3-319-58559-8_17

Online travel agencies as social media: Analyzing customers’ opinions. / Rusu, Virginica; Rusu, Cristian; Guzmán, Daniel et al.
Social Computing and Social Media: Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings. ed. / Gabriele Meiselwitz. Springer Verlag, 2017. p. 200-209 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 10282 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Online travel agencies as social media

T2 - 9th 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

AU - Rusu, Virginica

AU - Rusu, Cristian

AU - Guzmán, Daniel

AU - Roncagliolo, Silvana

AU - Quiñones, Daniela

PY - 2017

Y1 - 2017

N2 - 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.

AB - 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.

KW - Customer eXperience

KW - Online travel agencies

KW - User eXperience

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U2 - 10.1007/978-3-319-58559-8_17

DO - 10.1007/978-3-319-58559-8_17

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AN - SCOPUS:85019697642

SN - 9783319585581

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

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Rusu V, Rusu C, Guzmán D, Roncagliolo S , Quiñones D. Online travel agencies as social media: Analyzing customers’ opinions. In Meiselwitz G, editor, Social Computing and Social Media: Human Behavior - 9th International Conference, SCSM 2017 Held as Part of HCI International 2017, Proceedings. Springer Verlag. 2017. p. 200-209. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-319-58559-8_17

Online travel agencies as social media: Analyzing customers’ opinions

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