Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/63861
Title: Concerns of integrated resort customers : content analysis of reviews on TripAdvisor
Authors: Huang, Y
Fong, LHN
Law, R 
Keywords: Integrated resort
Social media
Online review
Comment valence
Casino
Content analysis
Issue Date: 2016
Publisher: Texas A&M University, Dept. of Recreation, Park and Tourism Sciences
Source: e-Review of tourism research, 2016, v. 7, p. 1-5 How to cite?
Journal: e-Review of tourism research 
Abstract: People are becoming reliant on online reviews when they plan for their trips. A large body of related literature has been published in recent years. However, no study thus far has attempted to analyse the online reviews posted by integrated resort customers and to examine their concerns. To fill the gap, we retrieved 480 reviews of four Macao integrated resorts from TripAdvisor and used content analysis to unearth and compare the components of these integrated resorts and their associated attributes that concern customers. Comment valences were also compared. Seven components and 10 common attributes were identified. Results indicate that hotel is the most frequently reviewed component. The reviewed attributes vary with the components, although attributes such as service and atmosphere received the most attention. Furthermore, positive comments outnumbered negative ones. Meaningful implications are provided for practitioners.
URI: http://hdl.handle.net/10397/63861
ISSN: 1941-5842 (online)
Appears in Collections:Journal/Magazine Article

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