Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.1/6904
Título: Guest reputation indexes to analyze hotel’s online reputation using data extracted from OTAs
Autor: Choupinha, R.
Correia, Marisol B.
Ramos, Célia M. Q.
Martins, Daniel
Serra, Francisco
Palavras-chave: Guest reputation index
Hospitality
Online travel agency
Positioning of hotels
Online reputation
Sentiment analysis
Word cloud
Data: 2015
Editora: Universidade de Salerno
Citação: Correia, Marisol de Brito. Guest Reputation Indexes to Analyze Hotel’s Online Reputation Using Data Extracted from OTAs, Trabalho apresentado em 6th International Conference on Applied Informatics and Computing Theory (AICT '15), in Recent Research in Applied Informatics, , In Proceedings of the 6th International Conference on Applied Informatics and Computing Theory (AICT '15), in Recent Research in Applied Informatics, , Salerno, 2015.
Resumo: Nowadays many travelers use online travel agency (OTAs) to book flights, hotel rooms, rent-a-cars, cruises or entire vacation packages. Usually OTAs allow their users to give scores and to write reviews about what was used. Each OTA defines the terms and conditions for guest rating or review score and hoteliers are giving increasing importance to the scores and reviews their guests do in OTAs. This paper proposes two guest reputation index to help hoteliers to monitorize their presence in OTAs. The Aggregated Guest Reputation Index (AGRI), which shows the positioning of a hotel in different OTAs and it is calculated from the scores obtained by the hotels in those OTAs. Another one, the Semantic Guest Reputation Index (SGRI), which incorporates the social reputation of a hotel and that can be visualized through the development of word clouds or tag clouds. Examples of usage of these indexes are given with data extracted from 5-stars hotels in the Algarve, south region of Portugal, that are available on Booking and Expedia.
Peer review: yes
URI: http://hdl.handle.net/10400.1/6904
ISBN: 978-1-61804-313-9
Aparece nas colecções:ESG3-Livros (ou partes, com ou sem arbitragem científica)

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