Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network
Descripción del Articulo
This paper describes the image of hotels transmitted by customers on the social network TripAdvisor.es. It is a case study that breaks down and interprets the analysis of a set of comments in the Spanish language to 20 hotels in Machu Picchu (Peru). Moreover, we did a descriptive analysis, based on...
| Autores: | , |
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| Formato: | artículo |
| Fecha de Publicación: | 2020 |
| Institución: | Universidad de San Martín de Porres |
| Repositorio: | Correspondencias & Análisis |
| Lenguaje: | español |
| OAI Identifier: | oai:ojs2.ojs.correspondenciasyanalisis.com:article/359 |
| Enlace del recurso: | http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359 |
| Nivel de acceso: | acceso abierto |
| Materia: | Hoteles Redes sociales TripAdvisor Imagen Reputación |
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Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network La manifestación de la experiencia en las unidades hoteleras. Un análisis de los comentarios a hoteles en Machu Picchu en la red TripAdvisor |
| title |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| spellingShingle |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network Galhardo, Andreia Hoteles Redes sociales TripAdvisor Imagen Reputación |
| title_short |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| title_full |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| title_fullStr |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| title_full_unstemmed |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| title_sort |
Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor network |
| dc.creator.none.fl_str_mv |
Galhardo, Andreia Cairrão, Álvaro |
| author |
Galhardo, Andreia |
| author_facet |
Galhardo, Andreia Cairrão, Álvaro |
| author_role |
author |
| author2 |
Cairrão, Álvaro |
| author2_role |
author |
| dc.subject.none.fl_str_mv |
Hoteles Redes sociales TripAdvisor Imagen Reputación |
| topic |
Hoteles Redes sociales TripAdvisor Imagen Reputación |
| description |
This paper describes the image of hotels transmitted by customers on the social network TripAdvisor.es. It is a case study that breaks down and interprets the analysis of a set of comments in the Spanish language to 20 hotels in Machu Picchu (Peru). Moreover, we did a descriptive analysis, based on the inference of qualitative and quantitative data, to 177 comments of the aforementioned social network, distributed by the first 20 hotels listed in order of classification of the traveler, between the months October to December 2019. The comments were analyzed through a table composed of 14 categories and we observed that positive commentaries prevail in all categories, and that the experiences most appreciated by travelers and described in our sample were “Service”, “Food”, and “Location”. |
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2020 |
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2020-06-18 |
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info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
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article |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359 10.24265/cian.2020.n11.09 |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359 |
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10.24265/cian.2020.n11.09 |
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spa |
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spa |
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http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/452 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/464 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/581 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/487 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/885 http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/886 /*ref*/Bui, H. (2017). Exploring the relationship between the cultural backgrounds of hotel guests and their satisfaction of hotel attributes via a content analysis of Tripadvisor reviews [Tesis de bachillerato, School of Tourism]. Bournemouth University. /*ref*/Cohen, J., & Olsen, K. (2013). The impacts of complementary information technology resources on the service-profit chain and competitive performance of South African hospitality firms. International Journal of Hospitality Management, 4, 245-254. https://doi.org/10.1016/j.ijhm.2013.04.005 /*ref*/Crespo, G., & Vega, J. (2018). Criterios para responder quejas en Tripadvisor: caso Hotel Wyndham Costa del Sol Lima Airport - Periodo 2012-2016. [Tesis de bachillerato, Facultad de Administración Hotelera, Turismo y Gastronomía]. Universidad San Ignacio de Loyola. http://repositorio.usil.edu.pe/bitstream/USIL/3199/3/2018_Vega-Oca%c3%b1a.pdf /*ref*/Cunningham, P., Smyth, B., Wu, G., & Greene, D. (2010). Does TripAdvisor Makes Hotels Better? [Reporte técnico]. School of Computer Science & Informatics, University College Dublin /*ref*/Diana-Jens, P., & Rodríguez Ruibal, A. (2015). La reputación online y su impacto en la política de precios de los hoteles. Cuadernos de Turismo, 36, 129-155. https://doi.org/10.6018/turismo.36.230911 /*ref*/Dinçer, M., & Alrawadieh, Z. (2017). Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan. Journal of Hospitality Marketing and Management, 26(8), 785-804. https://doi.org/10.1080/19368623.2017.1320258 /*ref*/Flores, J., & Tijero, J. (2017). Influencia de sitio web tripadvisor en la demanda turística de hoteles de 3 estrellas del centro histórico del Cusco [Tesis de bachillerato, Escuela Profesional de Turismo, Facultad de Ciencias y Humanidades]. Universidad Andina del Cusco. /*ref*/Galhardo, A. (2017). O website dos estabelecimentos hoteleiros de São Tomé e Príncipe: variáveis de comunicação e de interação. En M. Ledo et al. (Eds.)., Atas no I Congresso Internacional da Asociación galega de investigadores e investigadoras en comunicación. Alén de fonteras: redes na diversidade (pp. 367-384). Universidade de Santiago de Compostela. /*ref*/Galhardo, A., Paupério, B., & Moutinho, A. (2017). Comunicação, redes sociais e hotelaria: o Facebook dos “hostels” da cidade do Porto. En Atas dos Dias da Investigação na UFP Research Days Proceedings 2017 [eBook]. Gabinete de Relações Internacionais e Apoio ao Desenvolvimento Institucional; Universidade Fernando Pessoa. /*ref*/Gretzel, U., & Yoo, K. (2008). Use and impact of online travel reviews. En P. O’Connor, W. Höpken, W. & U. Gretzel, Information and Communication Technologies in Tourism 2008: Proceedings of the International Conference in Innsbruck, Austria, 2008 (pp. 35-46). https://www.researchgate.net/publication/221357282_-Use_and_Impact_of_Online_Travel_Reviews /*ref*/Lakatos, M., & Marconi, A. (2007). Técnicas de pesquisa. Atlas. /*ref*/Lei, S., & Law, R. (2015). Content Analysis of Tripadvisor Reviews on Restaurants: a case of study of Macau. Journal of Tourism, XVI(1), 17-28.http://agrilife.org/ertr/files/2015/02/SP03_ReviewSession_Lei.pdf /*ref*/Li, H., Ye, Q., & Law, R. (2013). Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis. Asia Pacific Journal of Tourism Research, 18(7), 784-802. https://doi.org/10.1080/10941665.2012.708351 /*ref*/Li, X., Wang, Y., & Yu, Y. (2015). Present and future hotel website marketing activities: Change propensity analysis. International Journal of Hospitality Management, 47, 131-139. https://doi.org/10.1016/j.ijhm.2015.02.007 /*ref*/Majó, J., Moya, D., & Vall-llosera, L. (2018). Impacto de las redes sociales en los ingresos de los hoteles en Colombia, Ecuador y Perú. Revista Facultad de Ciencias Económicas, XXVI (1), https://doi.org/10.18359/rfce.3143 /*ref*/Núñez-Melgar-Molinari, C. (2016). Sin perder el cable a tierra: la identidad del viajero y su interacción en el mundo virtual [Trabajo de investigación para optar la Licenciatura en Comunicación]. Universidad de Lima. http://repositorio.ulima.edu.pe/handle/ulima/2987 /*ref*/ReviewPro. (2013). Guía. Las 8 claves para mejorar tu ranking en TripAdvisor. https://www.reviewpro.com/es/guia-estrategias-para-mejorar-ranking-tripadvisor-thanks/ /*ref*/Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80(2),159-169. /*ref*/Sparks, B., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323. https://doi.org/10.1016/j.tourman.2010.12.011 /*ref*/TripAdvisor. (2020). Sala de prensa. Información acerca de TripAdvisor. https://tripadvisor.mediaroom.com/es-about-us /*ref*/Willemsen, L., Neijens, P., Bronner, F., & De Ridder, J. (2011). “Highly recommended!” the content characteristics and perceived usefulness ofonline consumer reviews. Journal of Computer-Mediated Communication. 17(1), 19-38. https://doi.org/10.1111/j.1083-6101.2011.01551.x /*ref*/Yi, S., Li, X., & Jai, T. (2018). Hotel guest’s perception of best green pratices: A content analysis of online reviews. Tourism and Hospitality Research, 18(2), 191-202. https://doi.org/10.1177/1467358416637251 /*ref*/Zanibellato, F., Rosin, V., & Casarin, F. (2018). How the attributes of a museum experience influence electronic Word-of-Mouth Valence: an analysis of online museum reviews. International Journal of Arts Management, 21(1), 76-90. https://eds.b.ebscohost.com/eds/pdfviewer/pdfviewer?vid=3&sid=6370a6a0-87c4-40bd-a28c-0dad9536ff9a%40pdc-v-sessmgr04 |
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Derechos de autor 2020 Andreia Galhardo, Álvaro Cairrão http://creativecommons.org/licenses/by/4.0 |
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Universidad San Martín de Porres. Escuela Profesional de Ciencias de la Comunicación. Instituto de Investigación |
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Manifestation experiences in hotel units. An analysis of Machu Picchu’s hotels reviews on TripAdvisor networkLa manifestación de la experiencia en las unidades hoteleras. Un análisis de los comentarios a hoteles en Machu Picchu en la red TripAdvisorGalhardo, AndreiaCairrão, ÁlvaroHotelesRedes socialesTripAdvisorImagenReputaciónThis paper describes the image of hotels transmitted by customers on the social network TripAdvisor.es. It is a case study that breaks down and interprets the analysis of a set of comments in the Spanish language to 20 hotels in Machu Picchu (Peru). Moreover, we did a descriptive analysis, based on the inference of qualitative and quantitative data, to 177 comments of the aforementioned social network, distributed by the first 20 hotels listed in order of classification of the traveler, between the months October to December 2019. The comments were analyzed through a table composed of 14 categories and we observed that positive commentaries prevail in all categories, and that the experiences most appreciated by travelers and described in our sample were “Service”, “Food”, and “Location”.El presente artículo describe la imagen de los hoteles transmitida por los clientes en la red social TripAdvisor.es. Se trata de un estudio de caso que descompone e interpreta el análisis de un conjunto de comentarios, en la lengua castellana, acerca de 20 hoteles en Machu Picchu (Perú). Asimismo, se realizó un análisis descriptivo, basado en la inferencia de datos cualitativos y cuantitativos, a 177 comentarios de la red social mencionada, distribuidos en los primeros 20 hoteles de la lista de clasificación del viajero, entre los meses de octubre y diciembre de 2019. Los comentarios fueron analizados a través de una tabla compuesta por 14 categorías, observándose la prevalencia de comentarios positivos en todas las categorías y que las experiencias más apreciadas por los viajeros (y descritas en nuestra muestra) fueron “servicio”, “comida” y “ubicación”.Universidad San Martín de Porres. Escuela Profesional de Ciencias de la Comunicación. Instituto de Investigación2020-06-18info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlapplication/xmlapplication/zipaudio/mpegaudio/mpeghttp://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/35910.24265/cian.2020.n11.09Correspondences & Analysis; No 11 (2020): Correspondences & analysis N°11 2020 (january - june); 249-271Correspondencias & análisis; Núm. 11 (2020): Correspondencias & análisis N°11 2020 (enero - junio); 249-2712304-22652224-235Xreponame:Correspondencias & Análisisinstname:Universidad de San Martín de Porresinstacron:USMPspahttp://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/452http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/464http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/581http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/487http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/885http://ojs.correspondenciasyanalisis.com/index.php/Journalcya/article/view/359/886/*ref*/Bui, H. (2017). Exploring the relationship between the cultural backgrounds of hotel guests and their satisfaction of hotel attributes via a content analysis of Tripadvisor reviews [Tesis de bachillerato, School of Tourism]. Bournemouth University./*ref*/Cohen, J., & Olsen, K. (2013). The impacts of complementary information technology resources on the service-profit chain and competitive performance of South African hospitality firms. International Journal of Hospitality Management, 4, 245-254. https://doi.org/10.1016/j.ijhm.2013.04.005/*ref*/Crespo, G., & Vega, J. (2018). Criterios para responder quejas en Tripadvisor: caso Hotel Wyndham Costa del Sol Lima Airport - Periodo 2012-2016. [Tesis de bachillerato, Facultad de Administración Hotelera, Turismo y Gastronomía]. Universidad San Ignacio de Loyola. http://repositorio.usil.edu.pe/bitstream/USIL/3199/3/2018_Vega-Oca%c3%b1a.pdf/*ref*/Cunningham, P., Smyth, B., Wu, G., & Greene, D. (2010). Does TripAdvisor Makes Hotels Better? [Reporte técnico]. School of Computer Science & Informatics, University College Dublin/*ref*/Diana-Jens, P., & Rodríguez Ruibal, A. (2015). La reputación online y su impacto en la política de precios de los hoteles. Cuadernos de Turismo, 36, 129-155. https://doi.org/10.6018/turismo.36.230911/*ref*/Dinçer, M., & Alrawadieh, Z. (2017). Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan. Journal of Hospitality Marketing and Management, 26(8), 785-804. https://doi.org/10.1080/19368623.2017.1320258/*ref*/Flores, J., & Tijero, J. (2017). Influencia de sitio web tripadvisor en la demanda turística de hoteles de 3 estrellas del centro histórico del Cusco [Tesis de bachillerato, Escuela Profesional de Turismo, Facultad de Ciencias y Humanidades]. Universidad Andina del Cusco./*ref*/Galhardo, A. (2017). O website dos estabelecimentos hoteleiros de São Tomé e Príncipe: variáveis de comunicação e de interação. En M. Ledo et al. (Eds.)., Atas no I Congresso Internacional da Asociación galega de investigadores e investigadoras en comunicación. Alén de fonteras: redes na diversidade (pp. 367-384). Universidade de Santiago de Compostela./*ref*/Galhardo, A., Paupério, B., & Moutinho, A. (2017). Comunicação, redes sociais e hotelaria: o Facebook dos “hostels” da cidade do Porto. En Atas dos Dias da Investigação na UFP Research Days Proceedings 2017 [eBook]. Gabinete de Relações Internacionais e Apoio ao Desenvolvimento Institucional; Universidade Fernando Pessoa./*ref*/Gretzel, U., & Yoo, K. (2008). Use and impact of online travel reviews. En P. O’Connor, W. Höpken, W. & U. Gretzel, Information and Communication Technologies in Tourism 2008: Proceedings of the International Conference in Innsbruck, Austria, 2008 (pp. 35-46). https://www.researchgate.net/publication/221357282_-Use_and_Impact_of_Online_Travel_Reviews/*ref*/Lakatos, M., & Marconi, A. (2007). Técnicas de pesquisa. Atlas./*ref*/Lei, S., & Law, R. (2015). Content Analysis of Tripadvisor Reviews on Restaurants: a case of study of Macau. Journal of Tourism, XVI(1), 17-28.http://agrilife.org/ertr/files/2015/02/SP03_ReviewSession_Lei.pdf/*ref*/Li, H., Ye, Q., & Law, R. (2013). Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis. Asia Pacific Journal of Tourism Research, 18(7), 784-802. https://doi.org/10.1080/10941665.2012.708351/*ref*/Li, X., Wang, Y., & Yu, Y. (2015). Present and future hotel website marketing activities: Change propensity analysis. International Journal of Hospitality Management, 47, 131-139. https://doi.org/10.1016/j.ijhm.2015.02.007/*ref*/Majó, J., Moya, D., & Vall-llosera, L. (2018). Impacto de las redes sociales en los ingresos de los hoteles en Colombia, Ecuador y Perú. Revista Facultad de Ciencias Económicas, XXVI (1), https://doi.org/10.18359/rfce.3143/*ref*/Núñez-Melgar-Molinari, C. (2016). Sin perder el cable a tierra: la identidad del viajero y su interacción en el mundo virtual [Trabajo de investigación para optar la Licenciatura en Comunicación]. Universidad de Lima. http://repositorio.ulima.edu.pe/handle/ulima/2987/*ref*/ReviewPro. (2013). Guía. Las 8 claves para mejorar tu ranking en TripAdvisor. https://www.reviewpro.com/es/guia-estrategias-para-mejorar-ranking-tripadvisor-thanks//*ref*/Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80(2),159-169./*ref*/Sparks, B., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323. https://doi.org/10.1016/j.tourman.2010.12.011/*ref*/TripAdvisor. (2020). Sala de prensa. Información acerca de TripAdvisor. https://tripadvisor.mediaroom.com/es-about-us/*ref*/Willemsen, L., Neijens, P., Bronner, F., & De Ridder, J. (2011). “Highly recommended!” the content characteristics and perceived usefulness ofonline consumer reviews. Journal of Computer-Mediated Communication. 17(1), 19-38. https://doi.org/10.1111/j.1083-6101.2011.01551.x/*ref*/Yi, S., Li, X., & Jai, T. (2018). Hotel guest’s perception of best green pratices: A content analysis of online reviews. Tourism and Hospitality Research, 18(2), 191-202. https://doi.org/10.1177/1467358416637251/*ref*/Zanibellato, F., Rosin, V., & Casarin, F. (2018). How the attributes of a museum experience influence electronic Word-of-Mouth Valence: an analysis of online museum reviews. International Journal of Arts Management, 21(1), 76-90. https://eds.b.ebscohost.com/eds/pdfviewer/pdfviewer?vid=3&sid=6370a6a0-87c4-40bd-a28c-0dad9536ff9a%40pdc-v-sessmgr04Derechos de autor 2020 Andreia Galhardo, Álvaro Cairrãohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessoai:ojs2.ojs.correspondenciasyanalisis.com:article/3592023-05-05T21:51:25Z |
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13.982926 |
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La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
