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.department | Eastern Mediterranean University, Faculty of Tourism | en_US |
| 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.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 | https://hdl.handle.net/11129/5735 | |
| dc.language.iso | en | |
| dc.publisher | Eastern Mediterranean University (EMU) - Doğu Akdeniz Üniversitesi (DAÜ) | en_US |
| dc.relation.publicationcategory | Tez | |
| 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 | Master Thesis |
