Customer eXperience in Valparaíso hostels: Analyzing tourists’ opinions

Resultado de la investigación: Capítulo del libro/informe/acta de congresoContribución a la conferenciarevisión exhaustiva

Resumen

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.

Idioma originalInglés
Título de la publicación alojadaSocial 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
EditoresGabriele Meiselwitz
EditorialSpringer
Páginas226-235
Número de páginas10
ISBN (versión impresa)9783030495756
DOI
EstadoPublicada - 2020
Publicado de forma externa
Evento12th 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, Dinamarca
Duración: 19 jul 202024 jul 2020

Serie de la publicación

NombreLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volumen12195 LNCS
ISSN (versión impresa)0302-9743
ISSN (versión digital)1611-3349

Conferencia

Conferencia12th International Conference on Social Computing and Social Media, SCSM 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
País/TerritorioDinamarca
CiudadCopenhagen
Período19/07/2024/07/20

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