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Travellers’ online sharing across different platforms: what and why?

Travellers’ online sharing across different platforms: what and why? There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience.Design/methodology/approachThis study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed, adopting quantitative sentiment analysis with a naïve algorithm, opinion lexicon and Latent Dirichlet Allocation for topic modelling, followed by a qualitative analysis.FindingsThe findings support the proposed interaction between the characteristics of the platforms and the extent of customer experience shared through the platforms. Further elaboration of the data brought up five propositions on the relationship between the time dimension and interactivity characteristics of the review platforms and experience sharing on the platforms.Originality/valueThis study presents an original and initial effort to gather a holistic view on customer experience. It brings valuable implications to the theory and practice of customer experience management, especially in the tourism sector. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality and Tourism Technology Emerald Publishing

Travellers’ online sharing across different platforms: what and why?

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References (47)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1757-9880
eISSN
1757-9880
DOI
10.1108/jhtt-02-2021-0040
Publisher site
See Article on Publisher Site

Abstract

There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience.Design/methodology/approachThis study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed, adopting quantitative sentiment analysis with a naïve algorithm, opinion lexicon and Latent Dirichlet Allocation for topic modelling, followed by a qualitative analysis.FindingsThe findings support the proposed interaction between the characteristics of the platforms and the extent of customer experience shared through the platforms. Further elaboration of the data brought up five propositions on the relationship between the time dimension and interactivity characteristics of the review platforms and experience sharing on the platforms.Originality/valueThis study presents an original and initial effort to gather a holistic view on customer experience. It brings valuable implications to the theory and practice of customer experience management, especially in the tourism sector.

Journal

Journal of Hospitality and Tourism Technology – Emerald Publishing

Published: Feb 17, 2023

Keywords: Customer experience; Tourism experience; Unrevealed experiences; Sharing platform; Review platform; 客户体验; 旅游体验; 不为人知的体验; 分享平台; 点评平台

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