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

Author

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  • 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
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    References listed on IDEAS

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    Cited by:

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    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    8. 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.
    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.
    10. Seieun Kim & Aura Lydia Riswanto & Angellie Williady & Reza Asriandi Ekaputra & Hak-Seon Kim, 2025. "A geospatial and big data exploration of tourism destinations: A case study of Busan, Republic of Korea," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-17, December.

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