The effects of experience perceptions on eWOM of U.S. hotel guests' in American and Chinese five-star hotels
作者： Mai Wu
关键词: Perception 、 Word usage 、 Advertising 、 Content analysis 、 Marketing 、 Hotel management 、 Business 、 Information and Communications Technology 、 Hospitality industry 、 Service (business)
摘要: In the hospitality industry, advancements in information communication technology have led to an increase online reviews written by guests. This study investigated differences word usage of U.S. guests’ electronic Word-of-Mouth (eWOM) communications regarding different perceptions their experiences American and Chinese five-star hotels analyzing content reviews. It also impact eWOM had on post-purchase behaviors guests who wrote Content analysis was applied collect classify words phrases used Five American-based hotel brands were selected, five pairs cities respectively, based for comparison purpose this study. Data collected from Tripadvisor.com coded manually into four main categories. The results revealed customers’ that reflected attributes properties. should assist management improving service facilities offered as well adapting managerial strategies various aspects
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