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Systematic Literature Review on the Profile of Tourists in Four- and Five-star Hotels Based on Online Reviews

Author

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  • Ferreira Ana

    (Master's student at the School of Management, Hospitality and Tourism of the University of the Algarve)

  • Correia Marisol B.

    (Coordinating Professor at the School of Management, Hospitality and Tourism of the University of the Algarve & Researcher at the Centre for Tourism Research, Development and Innovation & Researcher-collaborator at the Research Centre for Tourism, Sustainability and Well-being & External Research Fellow at CEG-IST, Instituto Superior Técnico, Universidade de Lisboa)

  • Renda Ana Isabel

    (Ana Isabel Renda, Coordinating Professor at the School of Management, Hospitality and Tourism of the University of the Algarve & Researcher at the Centre for Tourism Research, Development and Innovation & Researcher-collaborator at the Research Centre for Tourism, Sustainability and Well-being)

Abstract

This systematic literature review analyses included peer-reviewed journals published from 1 January 2008 to 31 May 2022, using 19 keywords related to content shared by tourists and the hotel sector, in the Biblioteca do Conhecimento Online (B-on) and the Web of Science (Wos). The 39 articles considered for this analysis were classified according to the name of the journal in which they appeared and their respective year of publication, the location of the hotels analysed, the booking and opinion platform used, as well as the number of reviews and hotels studied. In addition to contributing to the existing literature on online reviews, this study provides theoretical input that hoteliers can use to aid their business performance and enable the development of further research by scholars. Although several studies analyse online reviews, these are still being little-used in the hotel industry in order to profile tourists. In this respect, this work intends to fill this research gap.

Suggested Citation

  • Ferreira Ana & Correia Marisol B. & Renda Ana Isabel, 2024. "Systematic Literature Review on the Profile of Tourists in Four- and Five-star Hotels Based on Online Reviews," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 14(1), pages 20-34.
    • Handle: RePEc:vrs:ejothr:v:14:y:2024:i:1:p:20-34:n:1002
    DOI: 10.2478/ejthr-2024-0002
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    References listed on IDEAS

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    1. Chang, Yung-Chun & Ku, Chih-Hao & Chen, Chun-Hung, 2019. "Social media analytics: Extracting and visualizing Hilton hotel ratings and reviews from TripAdvisor," International Journal of Information Management, Elsevier, vol. 48(C), pages 263-279.
    2. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    3. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    4. Banerjee, Snehasish & Chua, Alton Y.K., 2016. "In search of patterns among travellers' hotel ratings in TripAdvisor," Tourism Management, Elsevier, vol. 53(C), pages 125-131.
    5. Liu, Yong & Teichert, Thorsten & Rossi, Matti & Li, Hongxiu & Hu, Feng, 2017. "Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews," Tourism Management, Elsevier, vol. 59(C), pages 554-563.
    6. Nuno Antonio & Ana Almeida & Luis Nunes & Fernando Batista & Ricardo Ribeiro, 2018. "Hotel online reviews: different languages, different opinions," Information Technology & Tourism, Springer, vol. 18(1), pages 157-185, April.
    7. Xu, Xun & Wang, Xuequn & Li, Yibai & Haghighi, Mohammad, 2017. "Business intelligence in online customer textual reviews: Understanding consumer perceptions and influential factors," International Journal of Information Management, Elsevier, vol. 37(6), pages 673-683.
    8. Panagiotis Manolitzas & Niki Glaveli & Stergios Palamas & Michael Talias & Evangelos Grigoroudis, 2022. "Hotel guests’ demanding level and importance of attribute satisfaction ratings: an application of MUltiplecriteria Satisfaction Analysis on TripAdvisor’s hotel guests ratings," Current Issues in Tourism, Taylor & Francis Journals, vol. 25(8), pages 1203-1208, April.
    9. Elisa Claire Alemán Carreón & Hugo Alberto Mendoza España & Hirofumi Nonaka & Toru Hiraoka, 2021. "Differences in Chinese and Western tourists faced with Japanese hospitality: a natural language processing approach," Information Technology & Tourism, Springer, vol. 23(3), pages 381-438, September.
    10. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
    11. Michela Fazzolari & Marinella Petrocchi, 2018. "A study on online travel reviews through intelligent data analysis," Information Technology & Tourism, Springer, vol. 20(1), pages 37-58, December.
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