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Why some call the “worst” what most consider the “best”?: an analysis of tourist complaints at the wonders of the world

Why some call the “worst” what most consider the “best”?: an analysis of tourist complaints at... This research explores why tourists are dissatisfied in places considered “wonders of the world”. The authors ask if the place does not match visitors' expectations or if other factors spoil the experience.Design/methodology/approachThe authors analysed the lowest-rated reviews of these wonders on TripAdvisor. The authors identified the main causes of complaints and the problems tourists faced. The authors grouped the complaints into categories and used CoDa.FindingsThe results indicate that dissatisfaction does not stem from unmet expectations regarding the monument itself, but rather from other factors related to the quality of the tourist service.Practical implicationsThe findings of this research can be implemented in those tourist spots that, despite their global popularity, have considerable proportions of unhappy visitors, not due to the attraction itself, but to shortcomings in its administration.Originality/valueThis study provides a deeper insight into the causes of complaints about some of the most renowned monuments, regarded as extraordinary places, where high satisfaction levels would be anticipated. It also contributes theoretically to the literature on customer complaints in tourist places. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality and Tourism Insights Emerald Publishing

Why some call the “worst” what most consider the “best”?: an analysis of tourist complaints at the wonders of the world

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References (75)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2514-9792
DOI
10.1108/jhti-03-2023-0150
Publisher site
See Article on Publisher Site

Abstract

This research explores why tourists are dissatisfied in places considered “wonders of the world”. The authors ask if the place does not match visitors' expectations or if other factors spoil the experience.Design/methodology/approachThe authors analysed the lowest-rated reviews of these wonders on TripAdvisor. The authors identified the main causes of complaints and the problems tourists faced. The authors grouped the complaints into categories and used CoDa.FindingsThe results indicate that dissatisfaction does not stem from unmet expectations regarding the monument itself, but rather from other factors related to the quality of the tourist service.Practical implicationsThe findings of this research can be implemented in those tourist spots that, despite their global popularity, have considerable proportions of unhappy visitors, not due to the attraction itself, but to shortcomings in its administration.Originality/valueThis study provides a deeper insight into the causes of complaints about some of the most renowned monuments, regarded as extraordinary places, where high satisfaction levels would be anticipated. It also contributes theoretically to the literature on customer complaints in tourist places.

Journal

Journal of Hospitality and Tourism Insights – Emerald Publishing

Published: Aug 8, 2024

Keywords: User-generated content; Compositional analysis; Complaints; Dissatisfaction; Tourist attraction

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