Date: 09 Jan 2014

How Emotional Do We Get? A Closer Look into the Trip Advisor Dialogue

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Abstract

In light of the rapid development of social media industry players need to become more strategic in their online interactions with tourists. Research on online reviews and how to best respond to them is inconclusive. Therefore, the first aim of this study is to gain an understanding of the presence of emotions in hotel reviews and manager responses. Second, this study investigates how the level of emotions of online hotel reviews and online management responses vary according to hotel classification and review rating. Conclusions are drawn from a quantitative text analysis on 440 reviews and 440 responses from Trip Advisor. The results suggest that management significantly need to consider strategies for online dialogue in order to retain satisfied customers as well as a positive online reputation.