Date of Award
Master of Science
Apparel, Events and Hospitality Management
In the hospitality industry, advancements in information communication technology have led to an increase in online reviews written by guests. This study investigated differences in word usage of U.S. guests' electronic Word-of-Mouth (eWOM) communications regarding the different perceptions of their experiences in American and Chinese five-star hotels by analyzing the content of online reviews. It also investigated the impact eWOM had on the post-purchase behaviors of guests who wrote reviews. Content analysis was applied to collect and classify words and phrases used in the online reviews. Five American-based five-star hotel brands were selected, and five pairs of American and Chinese cities were selected, respectively, based on the five hotel brands for comparison purpose of this study. Data were collected from Tripadvisor.com and coded manually into four main categories. The results of this study revealed differences in customers' word usage that reflected their different perceptions regarding the main hotel attributes of American and Chinese properties. The results should assist American and Chinese five-star hotel management in improving the service and facilities offered to U.S. guests as well as in adapting their managerial strategies in various aspects of their properties.
Wu, Mai, "The effects of experience perceptions on eWOM of U.S. hotel guests' in American and Chinese five-star hotels" (2013). Graduate Theses and Dissertations. 13469.