Table 1 - uploaded by Christian Maurer
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On travel review platforms, tourists can share their holiday experiences with the global community. In case of critical experiences, consumers can use online reviews as a further channel to articulate their complaints. Through Web 2.0, negative word-of-mouth is spread to a progressively larger audience with the instant of a mouse click. Therefore,...
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Purpose
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Citations
... From the point of view of users, negative reviews are considered more helpful than positive reviews because people seem to find information that is more useful and credible in them (Chevalier and Mayzlin, 2006). From the point of view of tourist establishments, negative reviews are also very valuable, since they not only provide helpful information about businesses' weaknesses, but also the opportunity to improve customer satisfaction by making appropriate and timely responses (Çolak and Karakan, 2023;Maurer and Schaich, 2011;Yang et al., 2023). Negative content have a potential for both value co-creation and co-destruction in the field of tourism (Dolan et al., 2019). ...
Purpose
This research explores why tourists are dissatisfied in places considered “wonders of the world”. The authors ask if the place does not match visitors' expectations or if other factors spoil the experience.
Design/methodology/approach
The authors analysed the lowest-rated reviews of these wonders on TripAdvisor. The authors identified the main causes of complaints and the problems tourists faced. The authors grouped the complaints into categories and used CoDa.
Findings
The results indicate that dissatisfaction does not stem from unmet expectations regarding the monument itself, but rather from other factors related to the quality of the tourist service.
Practical implications
The findings of this research can be implemented in those tourist spots that, despite their global popularity, have considerable proportions of unhappy visitors, not due to the attraction itself, but to shortcomings in its administration.
Originality/value
This study provides a deeper insight into the causes of complaints about some of the most renowned monuments, regarded as extraordinary places, where high satisfaction levels would be anticipated. It also contributes theoretically to the literature on customer complaints in tourist places.
... In contrast, exaggeration appears to be selectively performed depending on the personal purposes of the retransmitter rather than occurring universally in the retransmission context. For example, information transmitters exaggerate information to secure a positive perception of themselves (Sengupta et al., 2002;Wojnicki & Godes, 2007), to raise interest in the information they transmit (Cowley, 2014), or to attract more attention to their message (Maurer & Schaich, 2011;Yoo & Gretzel, 2009). Specifically, people utilize emotional (Maurer & Schaich, 2011;Rocklage et al., 2018) and hyperbolic expressions (Yoo & Gretzel, 2009) to enhance the impact of the message they are delivering and prominently utilize punctuation and function words (Afroz et al., 2012;Shojaee et al., 2013). ...
... For example, information transmitters exaggerate information to secure a positive perception of themselves (Sengupta et al., 2002;Wojnicki & Godes, 2007), to raise interest in the information they transmit (Cowley, 2014), or to attract more attention to their message (Maurer & Schaich, 2011;Yoo & Gretzel, 2009). Specifically, people utilize emotional (Maurer & Schaich, 2011;Rocklage et al., 2018) and hyperbolic expressions (Yoo & Gretzel, 2009) to enhance the impact of the message they are delivering and prominently utilize punctuation and function words (Afroz et al., 2012;Shojaee et al., 2013). Therefore, people who convey exaggerated information tend to use words with a stronger tone or more modifiers than present in the actual information (Banerjee, 2022;Burgoon et al., 2016;Maurer & Schaich, 2011;Missen & Boughanem, 2009;Sengupta et al., 2002;Wojnicki & Godes, 2007). ...
... Specifically, people utilize emotional (Maurer & Schaich, 2011;Rocklage et al., 2018) and hyperbolic expressions (Yoo & Gretzel, 2009) to enhance the impact of the message they are delivering and prominently utilize punctuation and function words (Afroz et al., 2012;Shojaee et al., 2013). Therefore, people who convey exaggerated information tend to use words with a stronger tone or more modifiers than present in the actual information (Banerjee, 2022;Burgoon et al., 2016;Maurer & Schaich, 2011;Missen & Boughanem, 2009;Sengupta et al., 2002;Wojnicki & Godes, 2007). ...
Recently, word of mouth (WOM) has gained increasing strategic importance. The rising prevalence of communication via social media has made information retransmission through WOM a new norm. However,
although several WOM studies have revealed that information becomes distorted as it is disseminated and that WOM retransmission tends to distort information, the phenomenon of information distortion in the WOM retransmission context remains relatively underexplored. This study examined the role of two key factors (retransmitter intention and source expertise) in WOM retransmission and how they influence the distortion of WOM information in terms of information sources and content. Two carefully designed experiments revealed that a retransmitter’s persuasive (vs. informative) intention increases (1) information distortion, including exaggeration of its content, and (2) information source distortion when the source has relatively less expertise. These findings expand the scholarly understanding of WOM communication and offer managerial insights into viral marketing strategies.
... However, receiving complaints is usually considered a negative scene in companies. In contrast, companies should encourage customers to inform them about their complaints (Maurer & Schaich, 2011). According to Plymire (1991), most customers avoid conveying many of their complaints. ...
Tour guides are one of the most important service providers in tourism industry, where human relations have a significant place. The tour guides deal with and simultaneously witness all satisfactions/complaints of the tourists. Meeting the expectations and satisfying the customers bring about customer loyalty, and they directly influence their tendencies to attend in future touristic activities. Failing to satisfy the customers' expectations may lead to dissatisfaction and complaints. The tour guide's capability to successfully manage and solve all complaints throughout the tour will have an influence on customer's preferences and chose the same travel agency and tour guide, and also on protecting the image and reputation of the destination. Thus, the purpose of this study is to find out the complaints that the tour guides face during a package tour, and to reveal the process of managing these complaints. A phenomenological approach was adopted, and the experiences of tour guides were used in this study. Within this context, semi-structured interviews were conducted with 24 active tour guides, who work in various parts of Turkey. It was observed that the customer complaints were mainly about the tour schedule, means of transport, hotels or restaurants, and the services rendered by the tour guide. No studies were found about the up close and personal complaints encountered by the tour guides. Therefore, it is believed that this study will significantly contribute to the literature. In this study, theoretical implications were made for tour guiding literature, and practical implications were made for tour guiding profession.
... In the literature, it can be said that the current focus on complaint management is e-complaints and e-complaints management. The fact that online communication is considered so important is digitalization and, as Maurer and Schaich (2011) stated, consumers receive support from online comments in the process of creating their complaints about the experiences they consider critical. Therefore, online reviews offer the opportunity to identify weaknesses and identify potential customer needs for businesses. ...
Customer complaints against businesses are considered as communication that provides the chance to identify and resolve the factors limiting competition in the current situation by allowing direct market data to be obtained. However, the concept of complaint inherently contains negative feedback, so the numerical increase that may occur in complaints also brings into account the errors that occur in the activities of the enterprises. For this reason, a correct complaint management process should be planned for businesses to provide a customer-oriented competitive advantage. This study aims to evaluate and analyze customer complaints about companies named "getir, yemeksepeti, tiklagelsin, and Trendyol Yemek" operating in the field of online food ordering in Turkey, by obtaining the data from the website named "sikayetvar". The MARCOS Method (Measurement Alternatives and Ranking according to the COmpromise Solution), which is among the multi-criteria decision-making techniques in recent years, has been used in the analysis process, in which thirteen criteria are used in total and the most recent 500 orders of each company are taken into consideration. As a result of the study, it was found that the ranking of the companies in terms of complaint management is "yemeksepeti, tiklagelsin, getir, and trendyol yemek".
... Therefore, in order to accurately and effectively analyze complaint characteristics, we focus on the complaints of consumers in a single culture (region) in the current study. Similar ideas can be found in other studies (e.g., Fernandes and Fernandes (2017) and Maurer and Schaich (2011). Considering China's huge tourism market (Zhao & Liu, 2020), this study selected Chinese consumer data for further analysis. ...
Due to rising competition and resource constraints, hoteliers need to understand which consumer complaints are more important and severe to prioritize, an issue receiving less attention in existing online review-based complaint studies. This study introduced sentiment analysis to assess the extent of complaints; the complaint topic importance was also considered; by modeling these two indicators, Complaint IPA was constructed to determine complaint severity, and thus assist with prioritization issues. The framework was applied to 99,560 online reviews to demonstrate its effectiveness. Further, we analyzed the complaint characteristics in different market segments, including hotel types and consumer types (business vs. leisure). Results show that business consumers have a higher complaint index; compared to midscale and luxury hotels, economy hotels’ consumers have more severe complaints about the Service and Room. This study extends consumer complaint research by proposing a method of complaint severity assessment and revealing complaint characteristics of different market segments.
... Much research has studied this new way of communication within the hotel industry. The opinions and complaints that customers voice in their hotel online reviews usually gather valuable information for managers about their business's weaknesses, thus providing the opportunity to increase customer satisfaction by taking appropriate and timely responses (Crotts et al., 2009;Maurer & Schaich, 2011). Different techniques based on text analysis have been used in research with online reviews in the hotel sector, including data mining, opinion mining, semantic analysis, and sentiment analysis (Bjørkelund et al., 2012;Li et al., 2018;Titov & McDonald, 2008). ...
This study examines the negative effects of COVID health and safety protocols implemented by theme parks in the context of the ‘new normal’ (summer 2021) on the number of visitors the park has received and their (dis)satisfaction levels. The study uses actual content analysis from 1,142 online reviews from two different time periods (before and after the COVID-19 pandemic), obtained from TripAdvisor, for a cross-country analysis. Results from analysis of variance and linear regression models show that dissatisfaction has rocketed since the pre-COVID era. Reasons for this dissatisfaction differ among parks, indicating that there may be different ways in which tourist agents can deal with these COVID protocols, ways that may be more or less successful in terms of improving consumer satisfaction.
... Given that financial incentives generally drive actors to post deceptive reviews (e.g., to boost their business or slander competition) (Malbon, 2013;Maurer & Schaich, 2011), reviewers may be enticed to include more affective cues in an attempt to manipulate the readers' moods and their purchase decisions (Ho & Lim, 2018). On the contrary, since reviewers mostly write genuine reviews to recommend a product/service or offer their critical judgments about it, they should not be as sentimentally loaded as fake reviews. ...
... al., 2013;Serna et. al., 2016) their complaints (Maurer & Schaich, 2011), demographic (Fujii et. al., 2017), and tourist preferences (Marrese-Taylor et al., 2013). ...
Among services, the immense growth of Indian tourism in the last years has attracted the interest of practitioners, researchers, and governments. Service experiences at the point of encounter can impact the consumption of these tourism services extensively. However, measuring the service experience at the point of service encounter becomes a bit difficult. The tourists who visit India often share their experiences immediately regarding their service encounter in social media. These tweets often have high sentiments and emotional content. In this study, we attempt to identify factors which impact customer service experience, at the point of service encounter, by mining social media discussions. After removing spurious tweets, 7,91,804 tweets were identified and analysed in this study. Factors such as accessibility, accommodation, assurance, cultural attraction, Jugaadu service flexibility, cleanliness, hospitality, price, restaurant, and security were identified using topic modelling, topic association mining, and sentiment analysis. We attempt to model these experiences and their drivers across five zones of India, namely North, South, East, West, and North-East India. Our inferential analysis highlights that the importance and impact of these factors differ significantly zone wise across India, which indicates high location specificity of factors which impact the customer service experience. The study elaborates implications for theory and practice based on our findings.
... Herkese açık olan bu şikayetler ve firma cevapları da marka imajını olumlu veya olumsuz yönde etkilemektedir (Maurer ve Schaich, 2011). ...
Şikâyet yönetimi, müşteri memnuniyetine olumlu yönde katkıda bulunmak için hızlı çözümler geliştirmek ve müşterilerin gönderdiği tekrar eden şikayetleri önlemeye çalışmaktadır. İnternet 2.0 ile birlikte; müşterilerin tüketim deneyimlerini paylaşma mecralarındaki farklılaşma şikayet yönetimi alanını önemli bir konu haline getirmiştir. Bu bağlamda müşteriler; e-posta, telefon, faks, firma internet siteleri, sosyal medya, forumlar, şikâyet internet siteleri ve devlet kurumlarının tüketicileri korumak amacıyla oluşturdukları internet siteleri vb. birçok iletişim aracıyla firmalara şikayetlerini iletebilmektedir.
Tüketicilerin olumsuz deneyimlerini paylaşmak ve deneyim paylaşımlarını takip etmek adına ilgili duydukları sektörlerden biri de sıfır ve ikinci el araç satışı büyüklüğüyle otomotiv pazarıdır. Bu çalışmada, otomotiv pazarında faaliyet gösteren 15 markaya gönderilmiş müşteri şikayetleri, metin madenciliği yöntemiyle incelenecektir. Seçilen 15 otomotiv markası hem perakende satış pazarındaki hem de ikinci el otomotiv pazarındaki satış adeti bazında büyükten küçüğe sıralanarak genel pazarın en az %90'ını gösterebilmesi amacıyla belirlenmiştir. WordStat metin madenciliği programı aracılığıyla gerçekleştirilecek analizlerde; doğal dil işleme sürecinden sonra, elde edilen yapısal verilere birliktelik analizi, konu başlığı oluşturma ve sınıflandırma analizi yapılarak marka-şikayet birliktelikleri, şikayet başlıkları ve tarihsel yayılım bulguları elde edilecektir.
Otomotiv sektörünü temsil kabiliyeti yüksek olan 15 otomotiv markasının şikayetlerinin incelenmesi, pazardaki şikayetlerin genel resmini ortaya çıkarmaya yardımcı olacaktır. Elde edilecek araştırma bulgularıyla; şikayet konularının marka, tarih ve şatış, servis, yedek parça, ikinci el vb. otomotiv sektörü hizmet alanları bazında karşılaştırmaları ortaya koyulacaktır. Çalışma sonuçlarının Türkiye'deki otomotiv marka algıları, satış rakamları, ikinci el prim kaybı, sigorta işlemleri vb. başlıklar ile şikayetlerin eşleştirilmesi gibi gelecek çalışmalara rehber oluşturması hedeflenmektedir.
... Recently, an increasing number of researchers have started to focus on analyzing online data using either automated or manual analysis. It is possible to extract and interpret travel-related information such as demographic profiling (Wenger 2008;Fujii et al. 2017), preferences (Marrese-Taylor et al. 2013, complaints (Maurer and Schaich 2011;Del Chiappa and Dall'Aglio 2012;Levy et al. 2013;Liu et al. 2016), and destination images (Murakami and Kawamura 2011;Serna et al. 2013;Serna et al. 2016;Suzuki and Kurata 2017) from textual data. It is also possible to find valuable information in user ratings (Antonio et al. 2018), geographic information (Saeki et al. 2015), and photos (Stepchenkova et al. 2015) as well as in textual data. ...
This study employed text data mining to demonstrate the reliability of identifying tourist needs from travel reviews by comparing the results of a traditional tourism survey with the attitudes expressed in travel reviews. In this study, we focused our analysis on tourist satisfaction and adopt the results of a governmental satisfaction survey implemented in Hokkaido, Japan (n = 1709) for referential statistics. We used manual techniques to extract attitudes from 1058 samples of reviews (in English, Simplified Chinese, and Traditional Chinese) posted on TripAdvisor by tourists from seven different regions. By calculating the Pearson’s r, we found a (strong) positive correlation between attitudes in reviews and the satisfaction rates recorded in the guest survey in six out of seven regions (p < 0.05). Meanwhile, Fisher’s exact tests showed that the percentages of positive reviews are different from the satisfaction rates in the guest survey. On the other hand, the percentages of combined positive and neutral reviews are numerically similar to the satisfaction rates registered in the guest survey. Further validation could be considered, along with a comparison of other statistics for tourist satisfaction, additional review samples, and the help of a developed automated analysis method.
