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User generated content: the use of blogs for tourism organisations and tourism consumers


  • Gary Akehurst



As the World Wide Web has developed considerable bargaining power has been transferred from suppliers to consumers; there is a real need to improve market intelligence and market research for private and public tourism organisations and facilitate timely consumer decision making. This article explores the development of user generated content and specifically the use of web logs or blogs. Tourism organisations cannot afford to ignore the development of user generated content, peer-to-peer web applications and virtual communities. A recent survey found that consumers trusted more websites with reviews than professional guides and travel agencies and far from being an irrelevance, blogs are often perceived to be more credible and trustworthy than traditional marketing communications. But there is a problem: given the sheer number of possibly relevant travel blogs there is a need to locate, extract and interpret blog content and this has proven so far to be time consuming, exhausting and costly, thus negating the relative value of the information obtained. A way forward may be the use of artificial intelligence and “opinion mining” or a blog visualisation system. Copyright The Author(s) 2009

Suggested Citation

  • Gary Akehurst, 2009. "User generated content: the use of blogs for tourism organisations and tourism consumers," Service Business, Springer;Pan-Pacific Business Association, vol. 3(1), pages 51-61, March.
  • Handle: RePEc:spr:svcbiz:v:3:y:2009:i:1:p:51-61
    DOI: 10.1007/s11628-008-0054-2

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    Cited by:

    1. Zanfrillo, Alicia Inés & Artola, María Antonia, 2017. "Señales ofrecidas a través de los recursos de internet para reducir la incertidumbre de los consumidores de servicios de hospedaje," Nülan. Deposited Documents 2788, Universidad Nacional de Mar del Plata, Facultad de Ciencias Económicas y Sociales, Centro de Documentación.
    2. Sang-Gun Lee & Byeonghwa Park & Si-Hyeon Kim & Hong-Hee Lee, 2012. "Innovation and imitation effects in the mobile telecommunication service market," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 265-278, September.
    3. Ana Jiménez-Zarco & María Martínez-Ruiz & Alicia Izquierdo-Yusta, 2011. "Key service innovation drivers in the tourism sector: empirical evidence and managerial implications," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 339-360, December.
    4. Hsiu-Yuan Wang, 2016. "Predicting customers’ intentions to check in on Facebook while patronizing hospitality firms," Service Business, Springer;Pan-Pacific Business Association, vol. 10(1), pages 201-222, March.
    5. repec:col:000180:015904 is not listed on IDEAS
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    7. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0337-6 is not listed on IDEAS
    8. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0339-4 is not listed on IDEAS
    9. Veronica Digiorgio, 2016. "Impact of promotional tools on reservation channels management: a descriptive model of Italian accommodation facilities," Information Technology & Tourism, Springer, vol. 16(4), pages 347-373, December.
    10. Raluca-Mihaela SANDU & Mihaela ABĂLĂESEI, 2015. "Social Media And The Potential Of Weblogs In Marketing," SEA - Practical Application of Science, Fundația Română pentru Inteligența Afacerii, Editorial Department, issue 8, pages 305-310, June.
    11. repec:eee:tefoso:v:123:y:2017:i:c:p:362-369 is not listed on IDEAS
    12. Bomi Song & Changyong Lee & Byungun Yoon & Yongtae Park, 2016. "Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 775-798, December.
    13. Andrea Runfola & Massimo Rosati & Simone Guercini, 2013. "New business models in online hotel distribution: emerging private sales versus leading IDS," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 183-205, June.
    14. Guillermina Tormo-Carbó & Elies Seguí-Mas & Victor Oltra, 2014. "Web 2.0, social capital and work performance in service companies: the employees’ view," Service Business, Springer;Pan-Pacific Business Association, vol. 8(3), pages 439-452, September.
    15. repec:eee:touman:v:46:y:2015:i:c:p:347-358 is not listed on IDEAS
    16. repec:eee:touman:v:32:y:2011:i:4:p:725-731 is not listed on IDEAS
    17. repec:spr:svcbiz:v:11:y:2017:i:3:d:10.1007_s11628-016-0319-0 is not listed on IDEAS
    18. repec:spr:qualqt:v:51:y:2017:i:5:d:10.1007_s11135-016-0414-2 is not listed on IDEAS
    19. Nicoleta Andreea Neacsu & Anca Madar & Adrian Micu, 2015. "Marketing Strategies In The Rural Tourism From Romania," Risk in Contemporary Economy, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, pages 566-579.
    20. Santiago Forgas-Coll & Ramon Palau-Saumell & Javier Sánchez-García & Juan Fandos-Roig, 2013. "Airline website loyalty formation and the moderating effects of gender and education," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 255-274, June.
    21. repec:eee:touman:v:60:y:2017:i:c:p:233-243 is not listed on IDEAS
    22. repec:eee:touman:v:39:y:2013:i:c:p:1-9 is not listed on IDEAS
    23. Wu He & Feng-Kwei Wang, 2016. "A process-based framework of using social media to support innovation process," Information Technology and Management, Springer, vol. 17(3), pages 263-277, September.
    24. Yunchu Huang & Chang-Gyu Yang & Heon Baek & Sang-Gun Lee, 2016. "Revisiting media selection in the digital era: adoption and usage," Service Business, Springer;Pan-Pacific Business Association, vol. 10(1), pages 239-260, March.
    25. Kevin Kane & Codrin Chiru & Stela Georgiana Ciuchete, 2012. "Exploring the Eco-attitudes and Buying Behaviour of Facebook Users," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 14(31), pages 157-171, February.


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