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Market Intelligence: Social Media Analytics and Hotel Online Reviews

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Analytics in Smart Tourism Design

Part of the book series: Tourism on the Verge ((TV))

Abstract

In order to demonstrate the usefulness of social media analytics, this chapter applies text analytics to classify hotel properties based upon dimensions of guest experiences in association with satisfaction ratings in hotel online reviews. The findings of the study reveal the market structure of the industry; that is, hotel properties can be distinguished based upon words consumers use to describe their experience in combination with the level of satisfaction and to a better understanding of the competitive landscape of the hotel industry. This study contributes to the development of new approaches to identify competitive sets for hotels which, in turn, can help hotels better position themselves based upon eWOM.

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Author information

Authors and Affiliations

  1. Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University, Blacksburg, VA, USA

    Zheng Xiang

  2. University of Delaware, Newark, DE, USA

    Zvi Schwartz

  3. University of Massachusetts, Amherst, MA, USA

    Muzaffer Uysal

Authors
  1. Zheng Xiang
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  2. Zvi Schwartz
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  3. Muzaffer Uysal
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Corresponding author

Correspondence to Zheng Xiang .

Editor information

Editors and Affiliations

  1. Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University, Blacksburg, Virginia, USA

    Zheng Xiang

  2. National Laboratory for Tourism & eCommerce Department of Tourism, Recreation and Sport Management, University of Florida, Gainesville, Florida, USA

    Daniel R. Fesenmaier

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Xiang, Z., Schwartz, Z., Uysal, M. (2017). Market Intelligence: Social Media Analytics and Hotel Online Reviews. In: Xiang, Z., Fesenmaier, D. (eds) Analytics in Smart Tourism Design. Tourism on the Verge. Springer, Cham. https://doi.org/10.1007/978-3-319-44263-1_16

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