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http://hdl.handle.net/10397/104870
Title: | A fuzzy comprehensive evaluation algorithm for analyzing electronic word-of-mouth | Authors: | Li, N Tung, V Law, R |
Issue Date: | 2017 | Source: | Asia Pacific journal of tourism research, 2017, v. 22, no. 6, p. 592-603 | Abstract: | This study evaluates tourism experiences shared through electronic word-of-mouth (eWOM) across four Chinese attractions. The objective is to develop a framework for evaluating eWOM by constructing an indicator system and implementing an analytic hierarchy process with the use of a fuzzy comprehensive evaluation algorithm. This framework is achieved by mapping more than 6000 websites related to Chinese tourism attractions and filtering over 200,000 useful reviews to measure service performance. Results indicate that ecological–biological attractions failed to make tourists feel “very satisfied” in various aspects, such as overall evaluation, infrastructure, traffic, natural environment, and social environment. Overall, the study contributes by presenting a framework that can be adopted by tourism researchers and industry practitioners to understand tourist preferences and evaluate service performance to improve service quality. | Keywords: | Analytic hierarchy process Big data Electronic word-of-mouth Fuzzy comprehensive evaluation algorithm |
Publisher: | Routledge, Taylor & Francis Group | Journal: | Asia Pacific journal of tourism research | ISSN: | 1094-1665 | EISSN: | 1741-6507 | DOI: | 10.1080/10941665.2017.1308395 | Rights: | © 2017 Asia Pacific Tourism Association This is an Accepted Manuscript of an article published by Taylor & Francis in Asia Pacific Journal of Tourism Research on 31 Mar 2017 (published online), available at: http://www.tandfonline.com/10.1080/10941665.2017.1308395. |
Appears in Collections: | Journal/Magazine Article |
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File | Description | Size | Format | |
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Tung_Fuzzy_Comprehensive_Evaluation.pdf | Pre-Published version | 909.2 kB | Adobe PDF | View/Open |
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