Analysing reviews in the Web 2.0: Small and medium hotels in Portugal |
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| Authors: | Marcirio Silveira Chaves Rodrigo Gomes Cristiane Pedron |
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| Institution: | 1. Business and Information Technology Research Center (BITREC), Universidade Atlântica, Fábrica da Pólvora de Barcarena, 2730-036 Barcarena, Portugal;2. Instituto Superior de Economia e Gestão (ISEG), Technical University of Lisbon, Rua do Quelhas 6, 1200-781 Lisbon, Portugal |
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| Abstract: | This study presents a characterisation of online reviews for small and medium hotels (SMH) in Portugal. We collected and analysed 1500 online reviews from 50 SMH. The findings show that room, staff and location were the concepts most frequently appeared in the reviews, with cleanliness, friendliness, helpfulness, and centrality of position the terms most frequently used to qualify the concepts. This study points out the main features which SMH managers should prioritize. |
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| Keywords: | Electronic word of mouth Online reviews Small and medium hotels Web 2 0 |
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