{"title":"国内旅游中的酒店在线投诉评估：混合分析法","authors":"Mustafa Çevrimkaya, Şenol Çavus, Ümit Şengel","doi":"10.1108/ijtc-01-2023-0007","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.</p><!--/ Abstract__block -->\n<h3>Design/methodology/approach</h3>\n<p>In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.</p><!--/ Abstract__block -->\n<h3>Findings</h3>\n<p>According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.</p><!--/ Abstract__block -->\n<h3>Originality/value</h3>\n<p>First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.</p><!--/ Abstract__block -->","PeriodicalId":46072,"journal":{"name":"International Journal of Tourism Cities","volume":"16 1","pages":""},"PeriodicalIF":3.0000,"publicationDate":"2024-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Assessment of hotels’ online complaints in domestic tourism: mixed analysis approach\",\"authors\":\"Mustafa Çevrimkaya, Şenol Çavus, Ümit Şengel\",\"doi\":\"10.1108/ijtc-01-2023-0007\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<h3>Purpose</h3>\\n<p>This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.</p><!--/ Abstract__block -->\\n<h3>Design/methodology/approach</h3>\\n<p>In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.</p><!--/ Abstract__block -->\\n<h3>Findings</h3>\\n<p>According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.</p><!--/ Abstract__block -->\\n<h3>Originality/value</h3>\\n<p>First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.</p><!--/ Abstract__block -->\",\"PeriodicalId\":46072,\"journal\":{\"name\":\"International Journal of Tourism Cities\",\"volume\":\"16 1\",\"pages\":\"\"},\"PeriodicalIF\":3.0000,\"publicationDate\":\"2024-04-08\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Tourism Cities\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1108/ijtc-01-2023-0007\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Tourism Cities","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/ijtc-01-2023-0007","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
Assessment of hotels’ online complaints in domestic tourism: mixed analysis approach
Purpose
This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.
Design/methodology/approach
In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.
Findings
According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.
Originality/value
First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.
期刊介绍：
A peer-reviewed journal, the International Journal of Tourism Cities provides an international forum for the critical study of urban tourism and tourism cities. The journal aims to be inter-disciplinary in its appreciation of tourism cities and tourism in urban areas, and welcomes original, theoretically-informed articles from those involved in the planning, management or marketing of tourism in city destination or places adjoining urban areas. Urban tourism and travel cover many disciplines and impinge on numerous aspects of daily life within cities. Moreover, they play a key role in domestic and international tourism in most countries, and cities often function as key travel gateways and tourism destinations. The International Journal of Tourism Cities contents include primary research articles, expert discussions on current urban tourism issues, and tourism city case studies. Articles are selected that are relevant to both academics and practitioners. The journal particularly encourages contributions on contemporary topics and issues in urban tourism including smart cities and tourism, environmental impact and sustainable tourism development in cities, citizen and stakeholder involvement in tourism, city destination governance, and the development of policies and standards for city tourism development. The International Journal of Tourism Cities has four distinct purposes: To encourage greater research and scholarship related to tourism in urban settings. To stimulate more interdisciplinary research on tourism in cities, particularly the integration of tourism and urban studies theories and principles. To generate more research studies on tourism at the edge of cities, where urban and rural areas converge. To create more literature on best practices in city tourism worldwide through in-depth analyses and the production of exemplary case studies.
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