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Publication
Partilha de Informação em Online Vacation Rentals
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.58 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Fruto da evolução das tecnologias e aplicações relacionadas com a web 2.0, no presente
os consumidores turísticos utilizam a um crescente ritmo a internet como forma de
planeamento e reserva das suas viagens. Nesse sentido, as online reviews, que se
consagram enquanto word-of-mouth eletrónico, fornecem-lhes informação preciosa
acerca de todas as variáveis associadas às suas férias ou outros momentos de lazer.
Assim sendo, a maximização dos benefícios e a minimização dos impactos negativos
das online reviews são alguns dos desafios que enfrentam presentemente os negócios de
turismo e de hotelaria, devido ao crescimento exponencial do word-of-mouth eletrónico,
sendo de extrema relevância, portanto, a produção de respostas a online reviews
apropriadas, com uma incidência especial nas que são negativas. Paralelamente a este
tema, os online vacation rentals ganharam relevância nos últimos anos e, como tal,
tornou-se essencial a formatação de respostas adequadas a online reviews colocadas
neste, algo que procurámos concluir com a presente investigação.
Seguindo uma tipologia adotada para hotelaria convencional examinámos quais as
características que se aplicavam a online vacation rentals e, igualmente, quais os
principais problemas constatados por consumidores turísticos no mesmo website, por
forma a reduzir as críticas nele inseridas.
As online vacations rentals constituíram-se, assim, num nicho de mercado de vulto na
indústria do turismo e, daí, o serem estas novas formas de planeamento e gozo de férias
uma incontornável circunstância da investigação na área do turismo.
As a result of the evolution of technologies and applications related to web 2.0, travelers use at an increasing rate the internet as means of planning and booking their trips. In this sense, online reviews, which are consecrated as electronic word-of-mouth, provide them with valuable information about all of the different services associated with their holidays. Therefore, maximizing the benefits and minimizing the negative impacts of online reviews are some of the challenges currently facing the tourism businesses and hotels, due to the exponential growth of electronic word-of-mouth. The production of appropriate responses to online reviews, is therefore of increasing importance, with a particular emphasis on those that are negative. Along with this theme, online vacation rentals have gained importance in recent years and as such it has become essential to formulate appropriate responses to reviews posted online, which was the primary focus of this study. Following a typology adopted for conventional hospitality we examined what characteristics applied to online vacation rentals and also what were the main problems encountered by consumers on one chosen website, in order to reduce the criticism received there. Online rentals vacations thus form a major niche market in the tourism industry and, hence, these new forms of planning and enjoying holidays are an unavoidable circumstance for tourism research.
As a result of the evolution of technologies and applications related to web 2.0, travelers use at an increasing rate the internet as means of planning and booking their trips. In this sense, online reviews, which are consecrated as electronic word-of-mouth, provide them with valuable information about all of the different services associated with their holidays. Therefore, maximizing the benefits and minimizing the negative impacts of online reviews are some of the challenges currently facing the tourism businesses and hotels, due to the exponential growth of electronic word-of-mouth. The production of appropriate responses to online reviews, is therefore of increasing importance, with a particular emphasis on those that are negative. Along with this theme, online vacation rentals have gained importance in recent years and as such it has become essential to formulate appropriate responses to reviews posted online, which was the primary focus of this study. Following a typology adopted for conventional hospitality we examined what characteristics applied to online vacation rentals and also what were the main problems encountered by consumers on one chosen website, in order to reduce the criticism received there. Online rentals vacations thus form a major niche market in the tourism industry and, hence, these new forms of planning and enjoying holidays are an unavoidable circumstance for tourism research.
Description
Keywords
Online reviews Online vacation rentals Social exchange theory