Transitioning from Word of Mouth to Word of Mouse: the Impact of Social Media on Guest Perceived Satisfaction

dc.contributor.advisor	Avcı, Turgay
dc.contributor.author	Masri, Dana
dc.date.accessioned	2023-09-22T09:02:02Z
dc.date.available	2023-09-22T09:02:02Z
dc.date.issued	2020-06
dc.date.submitted	2020
dc.identifier.citation	Masri, Dana. (2020).Transitioning from Word of Mouth to Word of Mouse: the Impact of Social Media on Guest Perceived Satisfaction. Thesis (M.S.), Eastern Mediterranean University, Institute of Graduate Studies and Research, Faculty of Tourism, Famagusta: North Cyprus.	en_US
dc.identifier.uri	http://hdl.handle.net/11129/5735
dc.description	Master of Science in Tourism Management. Institute of Graduate Studies and Research. Thesis (M.S.) - Eastern Mediterranean University, Faculty of Tourism, 2020. Supervisor: Prof. Dr. Turgay Avcı.	en_US
dc.description.abstract	This thesis aims to identify the main themes expressed by hotel guests throughout online reviews and recommendations, along with which of these themes have been correlated with higher and lower ratings. The study used content analysis to examine 3,873 reviews of hotel chains in Jordan on TripAdvisor platform. The results of the analysis revealed eight themes in hotel experience description, which are Hotel, Room, Food, Staff, Location, Recommend, Cleanliness, and Check-in. The results provide valuable insights into the overall experiences and perceptions of hotel guests based on shared reviews and recommendations by the guests themselves, as well as facilitate the classification of the main themes associated with different value for rating. Keywords: Word of Mouth, Word of Mouse, Guest Delight, Positive Emotions, Brand Image, Jordan, Hotel, TripAdvisor, Hotel Chain.	en_US
dc.description.abstract	ÖZ: Bu tez, otel misafirleri tarafından çevrimiçi incelemeler ve öneriler boyunca ifade edilen ana temaları ve bu temalardan hangilerinin daha yüksek ve daha düşük puanlarla ilişkilendirildiğini belirlemeyi amaçlamaktadır. Araştırmada, TripAdvisor platformunda Ürdün'deki otel zincirlerine ait 3.873 yorumu incelemek için içerik analizi kullanıldı. Analiz sonuçları, otel deneyimi açıklamasında Otel, Oda, Yemek, Personel, Konum, Tavsiye olmak üzere sekiz temayı ortaya çıkardı, Temizlik ve Check in. Sonuçlar, misafirlerin kendileri tarafından paylaşılan incelemelere ve önerilere dayalı olarak otel misafirlerinin genel deneyimleri ve algıları hakkında değerli bilgiler sağlar ve farklı derecelendirme değerleriyle ilişkili ana temaların sınıflandırılmasını kolaylaştırır. Anahtar kelimeler: Ağızdan Ağıza, Fareden Söz, Misafir Memnuniyeti, Olumlu Duygular, Marka Imajı, Ürdün, Otel, TripAdvisor, Otel Zinciri.	en_US
dc.language.iso	eng	en_US
dc.publisher	Eastern Mediterranean University (EMU) - Doğu Akdeniz Üniversitesi (DAÜ)	en_US
dc.rights	info:eu-repo/semantics/openAccess	en_US
dc.subject	Tourism	en_US
dc.subject	Tourism--Customer Satisfaction--Tourists Satisfaction	en_US
dc.subject	Hospitality Industry--Management--Service Quality--Tourism - Management	en_US
dc.subject	Customer Services--Consumer Satisfaction	en_US
dc.subject	Communication in marketing	en_US
dc.subject	Consumer behavior--Online social networks--Word of Mouth	en_US
dc.subject	Word-of-mouth advertising--Tourism	en_US
dc.subject	Word of Mouth	en_US
dc.subject	Word of Mouse	en_US
dc.subject	Guest Delight	en_US
dc.subject	Positive Emotions	en_US
dc.subject	Brand Image	en_US
dc.subject	Jordan	en_US
dc.subject	Hotel	en_US
dc.subject	TripAdvisor	en_US
dc.subject	Hotel Chain	en_US
dc.title	Transitioning from Word of Mouth to Word of Mouse: the Impact of Social Media on Guest Perceived Satisfaction	en_US
dc.type	masterThesis	en_US
dc.contributor.department	Eastern Mediterranean University, Faculty of Tourism	en_US