IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i17p4660-d261384.html
   My bibliography  Save this article

How Can a Destination Better Manage Its Offering to Visitors? Observing Visitor Experiences via Online Reviews

Author

Listed:
  • Hany Kim

    (Department of Tourism and Convention, Pusan National University, Busan 46241, Korea)

  • Hyo Jae Joun

    (Korea Culture & Tourism Institute, Seoul 07511, Korea)

  • Yeongbae Choe

    (Department of Integrated Resort and Tourism Management, University of Macau, Macao 999078, China)

  • Ashley Schroeder

    (Department of Recreation, Park, and Tourism Management, Pennsylvania State University, State College, PA 16802, USA)

Abstract

Destinations are competing every day to attract more tourists and increase tourism receipts. In order to maintain tourists’ interests in the destination and expect sustainable income from tourism, understanding tourists’ perceptions of the destination is a critical task for destination managers. Tourists’ continuous visitation can be ensured when destinations are perceived to be positive and attractive. Therefore, this study examines destination attributes that are fundamental elements of the destination and tourists’ experiences. More specifically, this study investigates the destination attributes that are perceived to be positive by tourists using online reviews. Online reviews were analyzed with content analysis techniques and the quantified content was statically compared with the star rating provided by tourists. In addition, the influence of destination attributes on other conation dimensions-attitude and behavior-was analyzed. Destination attributes that have an influence on the star rating showed similar results to the attitude. However, behavior dimensions only had a significant influence for tour guides’ quality of the destination.

Suggested Citation

  • Hany Kim & Hyo Jae Joun & Yeongbae Choe & Ashley Schroeder, 2019. "How Can a Destination Better Manage Its Offering to Visitors? Observing Visitor Experiences via Online Reviews," Sustainability, MDPI, vol. 11(17), pages 1-19, August.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:17:p:4660-:d:261384
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/17/4660/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/17/4660/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hajli, Nick & Shanmugam, Mohana & Papagiannidis, Savvas & Zahay, Debra & Richard, Marie-Odile, 2017. "Branding co-creation with members of online brand communities," Journal of Business Research, Elsevier, vol. 70(C), pages 136-144.
    2. Josef A. Mazanec, 1995. "Competition among European Tourist Cities: A Comparative Analysis with Multidimensional Scaling and Self-Organizing Maps," Tourism Economics, , vol. 1(3), pages 283-302, September.
    3. Stepchenkova, Svetlana & Zhan, Fangzi, 2013. "Visual destination images of Peru: Comparative content analysis of DMO and user-generated photography," Tourism Management, Elsevier, vol. 36(C), pages 590-601.
    4. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    5. Iis Tussyadiah & Florian Zach, 2013. "Social Media Strategy and Capacity for Consumer Co-Creation Among Destination Marketing Organizations," Springer Books, in: Lorenzo Cantoni & Zheng (Phil) Xiang (ed.), Information and Communication Technologies in Tourism 2013, edition 127, pages 242-253, Springer.
    6. Lu, Weilin & Stepchenkova, Svetlana, 2012. "Ecotourism experiences reported online: Classification of satisfaction attributes," Tourism Management, Elsevier, vol. 33(3), pages 702-712.
    7. Benxiang Zeng, 2017. "Cultural Centre, Destination Cultural Offer and Visitor Satisfaction," Sustainability, MDPI, vol. 9(11), pages 1-12, October.
    8. Janet Hammer & Gary Pivo, 2017. "The Triple Bottom Line and Sustainable Economic Development Theory and Practice," Economic Development Quarterly, , vol. 31(1), pages 25-36, February.
    9. Prayag, Girish & Hosany, Sameer, 2014. "When Middle East meets West: Understanding the motives and perceptions of young tourists from United Arab Emirates," Tourism Management, Elsevier, vol. 40(C), pages 35-45.
    10. Karima Kourtit & Peter Nijkamp & João Romão, 2019. "Cultural Heritage Appraisal by Visitors to Global Cities: The Use of Social Media and Urban Analytics in Urban Buzz Research," Sustainability, MDPI, vol. 11(12), pages 1-21, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Luis Seguí-Amortegui & José Antonio Clemente-Almendros & Rubí Medina & Melanie Grueso Gala, 2019. "Sustainability and Competitiveness in the Tourism Industry and Tourist Destinations: A Bibliometric Study," Sustainability, MDPI, vol. 11(22), pages 1-30, November.
    2. Susan (Sixue) Jia, 2021. "Analyzing Restaurant Customers’ Evolution of Dining Patterns and Satisfaction during COVID-19 for Sustainable Business Insights," Sustainability, MDPI, vol. 13(9), pages 1-15, April.
    3. Fernando Borrajo-Millán & María-del-Mar Alonso-Almeida & María Escat-Cortes & Liu Yi, 2021. "Sentiment Analysis to Measure Quality and Build Sustainability in Tourism Destinations," Sustainability, MDPI, vol. 13(11), pages 1-14, May.
    4. Muhammad Muddassar Khan & Muhammad Siddique & Muhammad Yasir & Muhammad Imran Qureshi & Nohman Khan & Muhammad Zulqarnain Safdar, 2022. "The Significance of Digital Marketing in Shaping Ecotourism Behaviour through Destination Image," Sustainability, MDPI, vol. 14(12), pages 1-18, June.
    5. Dehui Christina Geng & John L. Innes & Wanli Wu & Weiwei Wang & Guangyu Wang, 2021. "Seasonal Variation in Visitor Satisfaction and Its Management Implications in Banff National Park," Sustainability, MDPI, vol. 13(4), pages 1-17, February.
    6. Riyan Mohammed Sahahiri & Amy L. Griffin & Qian (Chayn) Sun, 2023. "Investigating Ecotourism Opportunities Measurements in a Complex Adaptive System: A Systematic Literature Review," Sustainability, MDPI, vol. 15(3), pages 1-20, February.
    7. Begüm Aydın & Maria D. Alvarez, 2020. "Understanding the Tourists’ Perspective of Sustainability in Cultural Tourist Destinations," Sustainability, MDPI, vol. 12(21), pages 1-17, October.
    8. Huseyin Arasli & Mehmet Bahri Saydam & Hasan Kilic, 2020. "Cruise Travelers’ Service Perceptions: A Critical Content Analysis," Sustainability, MDPI, vol. 12(17), pages 1-13, August.
    9. Elena Sánchez-Vargas & Ana María Campón-Cerro & Elvira Prado-Recio & Bárbara Sofía Pasaco-González & Ana Moreno-Lobato, 2022. "Exploring the Hotel Experience in a Cultural City through a UGC Analysis," Sustainability, MDPI, vol. 14(23), pages 1-15, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pierpaolo D'Urso & Girish Prayag & Marta Disegna & Riccardo Massari, 2013. "Market Segmentation using Bagged Fuzzy C–Means (BFCM): Destination Image of Western Europe among Chinese Travellers," BEMPS - Bozen Economics & Management Paper Series BEMPS13, Faculty of Economics and Management at the Free University of Bozen.
    2. Revilla Hernández, Mercedes & Santana Talavera, Agustín & Parra López, Eduardo, 2016. "Effects of co-creation in a tourism destination brand image through twitter," MPRA Paper 77595, University Library of Munich, Germany, revised 21 Nov 2016.
    3. Zhang, Ye & Cole, Shu Tian, 2016. "Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts," Tourism Management, Elsevier, vol. 53(C), pages 13-27.
    4. Suomi, Kati & Luonila, Mervi & Tähtinen, Jaana, 2020. "Ironic festival brand co-creation," Journal of Business Research, Elsevier, vol. 106(C), pages 211-220.
    5. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
    6. Pumpe, Andreas & Vallée, Franz, 2015. "The Total Landed Cost Concept. Begging for Answers," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Blecker, Thorsten & Kersten, Wolfgang & Ringle, Christian M. (ed.), Operational Excellence in Logistics and Supply Chains: Optimization Methods, Data-driven Approaches and Security Insights. Proceedings of the Hamburg , volume 22, pages 31-54, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    7. Bano, Shehar & Cisheng, Wu & Khan, Ali Nawaz & Khan, Naseer Abbas, 2019. "WhatsApp use and student's psychological well-being: Role of social capital and social integration," Children and Youth Services Review, Elsevier, vol. 103(C), pages 200-208.
    8. Isaac Taberner & Albert Juncà, 2021. "Small-Scale Sport Events as Place Branding Platforms: A Content Analysis of Osona’s Projected Destination Image through Event-Related Pictures on Instagram," Sustainability, MDPI, vol. 13(21), pages 1-21, November.
    9. Sparks, Beverley A. & Perkins, Helen E. & Buckley, Ralf, 2013. "Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior," Tourism Management, Elsevier, vol. 39(C), pages 1-9.
    10. Cristina López & Rocío Ruíz-Benítez & Carmen Vargas-Machuca, 2019. "On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case," Sustainability, MDPI, vol. 11(5), pages 1-22, March.
    11. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    12. María Redondo-Carretero & Carmen Camarero-Izquierdo & Ana Gutiérrez-Arranz & Javier Rodríguez-Pinto, 2017. "Language tourism destinations: a case study of motivations, perceived value and tourists’ expenditure," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 41(2), pages 155-172, May.
    13. Peters, Cara & Bodkin, Charles D., 2018. "Community in context: Comparing brand communities and retail store communities," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 1-11.
    14. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    15. Flecha-Ortíz, José & Santos-Corrada, María & Dones-González, Virgin & López-González, Evelyn & Vega, Alberto, 2021. "Millennials & Snapchat: Self-expression through its use and its influence on purchase motivation," Journal of Business Research, Elsevier, vol. 125(C), pages 798-805.
    16. Mansour Mourad & Mumuni Alhassan G, 2019. "Motivations and attitudes toward domestic tourism in Saudi Arabia," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 9(1), pages 27-37, May.
    17. Christina Katsikari & Leonidas Hatzithomas & Thomas Fotiadis & Dimitrios Folinas, 2020. "Push and Pull Travel Motivation: Segmentation of the Greek Market for Social Media Marketing in Tourism," Sustainability, MDPI, vol. 12(11), pages 1-18, June.
    18. Palazzo, Maria & Vollero, Agostino & Vitale, Pierluigi & Siano, Alfonso, 2021. "Urban and rural destinations on Instagram: Exploring the influencers’ role in #sustainabletourism," Land Use Policy, Elsevier, vol. 100(C).
    19. Wu, Mao-Ying & Wall, Geoffrey & Pearce, Philip L., 2014. "Shopping experiences: International tourists in Beijing's Silk Market," Tourism Management, Elsevier, vol. 41(C), pages 96-106.
    20. Eirini Eleni Tsiropoulou & George Kousis & Athina Thanou & Ioanna Lykourentzou & Symeon Papavassiliou, 2018. "Quality of Experience in Cyber-Physical Social Systems Based on Reinforcement Learning and Game Theory," Future Internet, MDPI, vol. 10(11), pages 1-22, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:17:p:4660-:d:261384. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.