Purpose - From its foundation until today, Valamar Riviera hotels are one of the leaders in the Croatian hotel industry. Their strong positioning on the market is recognized throughout Europe, and this is particularly visible through the high ratings of former guests on social networks. Online reviews have become an excellent source for capturing the entire experience, which is why potential guests looking for accommodation are increasingly inclined to search platforms such as Tripadvisor for past experiences of previous guests. Based on the above, the purpose of this research was to gain insight into the factors that influence the overall experience of the guests of the Valamar Riviera Hotel. Methodology - For the purpose of this research, online reviews of three Dubrovnik’s Valamar Riviera hotels were analyzed. Online reviews were scraped from the Tripadvisor platform with the help of the ParseHub software for the period from January 1, 2020 to July 1, 2022, after which a sentimental analysis was performed on a sample of 261 online reviews. Based on the results of the sentimental analysis according to factors and connotation, a cause-and-effect diagram was created. Findings - Obtained empirical results indicate that positive comments from former hotel guests are leading for all three samples. Such results were expected; given that these are hotels that won the Tripadvisor Excellence Award. Former guests of Dubrovnik’s Valamar Riviera hotels who wrote online reviews on Tripadvisor about their experience staying at the hotel are mostly women from abroad. Through the sentiment analysis, “Housekeeping” was determined as the most important factor of the overall hotel experience. On the other hand, the largest share of negative particles was determined for the „Other hotel services“, therefore this factor has the greatest negative impact on the eWoM of hotel guests. Contribution - This research contributes to reducing the existing gaps in the literature on hotel experience, by identifying factors that have a negative impact on the eWoM of hotel guests. The findings of this study also provide practical implications based on which hoteliers can improve their strengths and weaknesses in the existing elements of the hotel offer.
The restaurant industry is no longer expected to provide only high food and service quality but to stimulate the senses that will contribute to creating a memorable experience for restaurant guests. Thus, sensory senses play an increasingly important role for restaurateurs, especially in the context of nurturing long-term relationships with guests. Therefore, the main purpose of this research is to identify and evaluate studies that dealt with a memorable sensory experience of restaurant guests. The findings of this study indicate that the largest number of studies was published in 2019 (24%) in Asia (36%). Furthermore, scientific experts included all five sensory components in only 32% of the studies examining guests about their memorable restaurant experiences. The contribution of this research is reflected in determining the presence of sensory perception in the literature related to gastronomy. The results of this research enable the awareness of restaurateurs and scientific experts about the importance of examining the sensory perception of restaurant guests.
In the last twenty years scholars and practitioners have shown interest in exploring the concept of tourist experience from different perspectives. However, therefore less attention has been paid to the research on the tourist experience with special emphasis on the concept of memorable experience (MTE). Starting from the above, the purpose of this paper is to present a detailed and systematic quantitative research review aimed at identifying new trends in MTE research and reducing the existing gaps in the experience economy literature. For the purposes of this research, 47 studies on MTE published between 2010 and 2021 were analyzed according to the year of publication, geographic coverage, publication source and forms of tourism. The results of this study suggest that the largest number of studies of MTE were conducted in 2019 (21.28%) in Asia (56.81%) and published in the journal Anatolia (10.64%). Further analysis revealed that the largest number of research were carried out in the context of destination and gastronomic tourism. Therefore, only for these two forms of tourism, the causal relationship of different variables was analyzed, thus gaining an insight into their measurement instruments. In measuring the destination memorable tourism experience the MTE model is the most common one, while in measuring gastronomic tourism the most frequently applied dimensions are novelty, food quality, service environment and atmosphere. From a management perspective, the findings of this study offer practical implications for measuring MTE, especially in the context of destination and gastronomic tourism. Based on the analyzed data, tourism providers can get an insight into the tested and valid instrumentation that can allow them to determine strengths and weaknesses in the existing elements of their offer always focusing on the possibilities for long-term improvement of the whole service.
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