The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Measuring Guest Satisfaction and Competitive Position in the Hospitality and Tourism Industry: An Application of Stance-Shift Analysis to Travel Blog Narratives
Abstract
The measurement of guest satisfaction and delight is the focus of this article. An application of a quantitative methodology known as stance-shift analysis is proposed and demonstrated on data composed of Internet blog narratives. The authors argue that the method provides both an efficient and effective means to determine a firm’s competitive position in producing satisfied guests who will not only come back but also recommend the firm to others. Specifically, the method produces relatively detailed evaluations to determine the following: How satisfied are my guests? What are they telling others about their experiences? How is my property performing in creating satisfying guest experiences when compared with the competition? What are my property’s strengths and weaknesses in its competitive environment?
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Citations
Cites
Travel Blogs and the Implications for Destination Marketing
Pan, B., MacLaurin, T., & Crotts, J. C. (2007) · Journal of Travel Research · doi:10.1177/0047287507302378 · Cited by 798
Self-citationBelieve it or not: Credibility of blogs in tourism
Mack, R. W., Blose, J. E., & Pan, B. (2008) · Journal of Vacation Marketing · doi:10.1177/1356766707087521 · Cited by 222
Cited by
Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.10.001 · Cited by 1,051
What can big data and text analytics tell us about hotel guest experience and satisfaction?
Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2014.10.013 · Cited by 953
New consumer behavior: A review of research on eWOM and hotels
Serra Cantallops, A., & Salvi, F. (2014) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.08.007 · Cited by 884
Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews
Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2015.983631 · Cited by 561
Intelligent systems in tourism
Gretzel, U. (2011) · Annals of Tourism Research · doi:10.1016/j.annals.2011.04.014 · Cited by 468
Metadata
- Authors
- Crotts, J. C., Mason, P. R., & Davis, B.
- Venue
- Journal of Travel Research
- Publisher
- SAGE Publications
- Published
- 2009-01-05
- Volume
- 48
- Issue
- 2
- Pages
- 139-151
- ISSN
- 0047-2875 (ISSN-L)
- 1552-6763
- OpenAlex
- W2139079766
- Cited by
- 168
- References
- 2
- FWCI
- 30.39
- Type
- journal article
- Language
- en
- Open access
- closed
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- Crotts, J. C., Mason, P. R., & Davis, B. (2009). Measuring Guest Satisfaction and Competitive Position in the Hospitality and Tourism Industry: An Application of Stance-Shift Analysis to Travel Blog Narratives. Journal of Travel Research. https://doi.org/10.1177/0047287508328795
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
