Original scientific paper
https://doi.org/10.1080/1331677X.2019.1633372
The use of user-generated content for business intelligence in tourism: insights from an analysis of Croatian hotels
Uroš Godnov
; Faculty of Management, University of Primorska, Koper, Slovenia
Tjaša Redek
; Faculty of Economics, University of Ljubljana, Ljubljana, Slovenia
Abstract
Web-based peer review sites are gaining importance in travellers’ decision-making and provide information for destinations’ management. Textual reviews are especially important, but very extensive and hard to process. This article discusses the benefits of recent developments in computational linguistics and shows it can be used, based on a study of 18,000 reviews of Croatian hotels. Results show that numerical evaluation rarely provides sufficient information, while textual reviews reveal details about facilities’ competitive (dis)advantages. Being very extensive, the reviews are difficult to use. By applying computational linguistics the study illustrates how the information can be summarised and used in decision-making. The study extends the application of computational linguistics methodology to tourism literature and provides the first extensive analysis of TripAdvisor data for Croatia.
Keywords
User-generated content; computational linguistics; tourism destination evaluation
Hrčak ID:
229552
URI
Publication date:
22.1.2019.
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