Eva Martin-FuentesUniversitat de Lleida | UDL · Department of Business Administration
Eva Martin-Fuentes
PhD
About
100
Publications
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Introduction
She is associate professor at the University of Lleida (Spain) where she has been recognized twice with the Teaching Excellence Award. She has also been awarded by the Catalan Government with the Vicens Vives Distinction for the Universitary Quality Teaching.
She holds an international PhD on Engineering and Information Technologies awarded by the IFITT, she has studied on Tourism Bachelor, Public Relations and Advertising Bachelor and a Master on Tourism Management and Strategic Planning.
Additional affiliations
Education
September 2015 - July 2018
Universitat of Lleida
Field of study
- Tourist tracking and surveying from Social Media. The Validity of User-Generated Content for the Characterization of Lodging Ranking
September 2008 - January 2012
September 2006 - September 2008
Publications
Publications (100)
This study aims, firstly, to determine whether hotel categories worldwide can be inferred from features that are not taken into account by the institutions in charge of assigning such categories and, if so, to create a model to classify the properties offered by P2P accommodation platforms, similar to grading scheme categories for hotels, thus prev...
This study examines the new Booking.com rating system, which has suffered a significant drop in scores awarded to accommodation. We aim to determine the extent of these declines and identify the factors that make them more pronounced in some hotels than in others. Our findings reveal a consistent, much more significant drop in scores than reflected...
This study delves into Airbnb’s brand presence on TikTok by analyzing textual content in posts, and human audio in videos. This approach aims to decipher the brand narrative and gauge user engagement. In the dynamic realm of social media marketing, TikTok has emerged as a key platform in shaping brand perception. This research specifically concentr...
Teaching Innovation Project about Gamification
Smart Tourism Destinations (STDs) have been presented as a key element to boost the tourism sector and keep it adapted to the changing needs of governments, local inhabitants and tourists. The Spanish government launched the STDs’ Network in 2013 to adapt Spanish tourist destinations to evolving needs. The program aims to create customized, accessi...
User-generated content on social media has led to a new form of communication known as electronic word of mouth, which generates millions of comments about goods and services on the internet every day. This openly accessible content is crucial for prospective consumers as it helps in decision-making, but it is also valuable for product or service p...
The study aims to analyze the sentiment of offline experiences in Barcelona and online experiences worldwide.
The main objective of this article is to understand what types of emotions TikTok users are expressing when creating content with the #TravelTuesday hashtag, and how these emotions impact their audiences.
The study analyzed 293 TikTok videos tagged with #TravelTuesday posted in 2023, which included human speech in English.
Accessibility in the hospitality industry is a crucial aspect for ensuring inclusivity and equal opportunities for all travelers (Martin-Fuentes et al., 2021; Singh et al., 2021). Quality of service and costumer satisfaction are related to hotel categories (Nunkoo et al., 2020) but there is a lack of information regarding service quality difference...
Fishing tourism is an activity that often favours sustainability objectives in the area where it is developed (Ditton et al., 2002; Hall, 2021; Khakzad, 2018; Liontakis & Vassilopoulou, 2022; Romarís, 2016; Zwirn et al., 2005)
This work aims to describe the user experience in Fishing tourism through a netnographic analysis of reviews (Martin-Fuent...
La obra Noves aportacions sobre la restauració de la porta dels Apòstols de la Seu Vella de Lleida recoge un conjunto de artículos con el fin de contribuir a la difusión del conjunto patrimonial del Cerro de la Seu Vella de Lleida y, en concreto, de la puerta de los Apóstoles, una de las más emblemáticas del gótico catalán.
La publicación reúne la...
Online reviews play a crucial role in shaping consumer decisions, particularly in the hospitality industry where the intangibility of services creates uncertainty. The lack of a standardized approach to measure the quality of hotels based on online reviews poses challenges for consumers and businesses alike. In the past, there have been various att...
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...
Online reviews are valuable sources of information that can help other tourists gain an idea of the destination they seek. The aim of this research is to examine what types of content is reviewed by hotel guests and Airbnb guests in two of the main urban tourist cities in Spain (Barcelona and Madrid) to distinguish content between the destination w...
Millions of ratings and reviews about products are available on the Internet for free, and they are used by academic researchers in the tourism sector. Data from websites like TripAdvisor are replacing or complementing traditional questionnaires and interviews. The authors are proposing a methodology to estimate the percentage accounted for by the...
Smart Tourism Destination (STD) brings certain benefits to tourists, government and locals.
No evidence whether the tourists are aware of these benefits.
Benidorm is one of the 5 STD in Spain recognized by SEGITTUR.
This study aims to find out whether tourists visiting Benidorm are aware of the changes that have happened in this location after bein...
Compositional Data (CoDa) contain information about the relative importance of parts of a whole, which the researcher deems more interesting than overall size or volume. In web mining, for instance, the relative frequency of a term is normally given more importance than absolute frequency, which mostly tells about web size, in other words, the shee...
El objetivo del presente estudio es proponer un marco teórico y metodológico para analizar la imagen en línea de los destinos turísticos a partir de contenido audiovisual y textual generado por los viajeros y compartido en las redes sociales. El marco se aplica a una muestra aleatoria de 375.000 reseñas, escritas en inglés, entre 2014 y 2018, por v...
El objetivo del presente estudio es proponer un marco teórico y metodológico para analizar la imagen en línea de los destinos turísticos a partir de contenido audiovisual y textual generado por los viajeros y compartido en las redes sociales. El marco se aplica a una muestra aleatoria de 375.000 reseñas, escritas en inglés, entre 2014 y 2018, por v...
El número de estudios sobre comercialización de actividades en Airbnb es reducido y no han abordado la problemática del nivel de éxito de la oferta. Las actividades se venden como auténticas y personalizadas, pero se desconoce si, como ha sucedido en el caso de los alojamientos, se ha convertido en algo profesionalizado.
El presente trabajo pretend...
Compositional Data analysis (CoDa) is the standard statistical methodology when data contain information about the relative importance of parts of a whole. Many research questions in marketing have to do with distribution of a whole (e.g., market share, product portfolio, spending distribution), or with relative importance (e.g., advertising conten...
This study describes the experience of a Master in digital marketing where students managed the online communication through the social networks of the Master with two objectives: i) To put into practice the theoretical knowledge acquired through the day-to-day communication management to achieve a more active role for students in their learning; i...
Contributions by Eva Martin-Fuentes in the field of User-Generated Content in Tourism
Booking.com provides a massive database compiling millions of reviews about thousands of accommodations worldwide that hotel managers and academics have extensively consulted during the past decade. In 2019–2020, however, the famous website changed several aspects of its methods of calculating hotel scores, the most important one being a change fro...
Many cities invest resources in attracting film shoots and influencing the content of audiovisual productions. There is a widespread idea that films boost the image of the locations where they are shot or set. This study compare the image of Barcelona currently promoted by official institutions, founded on certain attractions that symbolise Catalan...
Because official tourism statistics are a valuable source of information not only for managers and decision-makers but also for scholars, their accuracy and reliability are paramount (Volo, 2018).
In using the Internet, tourists either actively or passively leave digital footprints that can be easily and efficiently collected with the proper method...
Desde los años 90 del siglo XX se han venido desarrollando los estudios sobre el Turismo inducido por el audiovisual. Parten de la constatación empírica del aumento del número de visitantes a los destinos que han sido representados en películas o series de televisión.
Dos líneas de trabajo principales se han implementado desde entonces:
- La primer...
There is a lack of comprehensive international studies on accommodations for people with disabilities; only small, local-level studies exist. This study aims to show the status of the tourist accommodation sector through the online distribution channel in terms of accessibility to offer more inclusive tourism. A descriptive analysis has been carrie...
The halo effect can be colloquially defined as a tendency of individuals to extrapolate their impressions of an aspect of an object to other aspects of that same object...
This study embraces destination image analytics, design thinking and peer-to-peer accommodation services. The paper aims to support marketers in rethinking the way they design destination experiences and marketing strategies by synergising with contemporary trends in the peer-to-peer accommodation sector and help integrate them into destination mar...
Tourism experiences in times of pandemic The COVID19 pandemic resulted in a strong decrease in the number of tourists, quantified by the World Tourism Organization as 70% of the international arrivals during the first eight months of 2020 (UNWTO, 2020). This situation led to social and economic consequences resulting in thousands of job losses in t...
In recent years, social media have revolutionised travel and tourism with special attention to tourist user-generated content (UGC) and the formation of online communities; however, little attention has been given to tourist events entirely generated by users through social media. The aim of this chapter is to define and characterise the phenomenon...
The role that information and communication technologies (ICTs) play in business management is currently a topic of increasing interest. Web 2.0 has emerged as an important source of innovation that contributes to organizational performance and improving the competitiveness of the tourism industry. However, evidence has been found that the tourism...
https://www.emerald.com/insight/content/doi/10.1108/TR-01-2019-0024/full/html
Purpose-The purpose of this paper is to determine whether different scales and ways to collect reviews and ratings found on online travel agencies (OTAs) can affect hotels, and whether hotels obtain the same or different evaluations. Design/methodology/approach-Hotel rat...
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https://authors.elsevier.com/c/1b18naZ3EUxiR
The halo effect is a cognitive bias whereby people form an opinion about a characteristic of an attribute of a product based on their predisposition (positive or negative) toward another attribute. No formal testing of this effect is available in the hospitality and tourism literatu...
Hotel scores are critical indicators of satisfaction. However, the diversity of methodologies for calculating these indicators leads to notable differences. To explore such discrepancies, this study investigated the differences when monetary and non-monetary components are included in the measures of satisfaction. The empirical test conducted on ov...
In recent years, cities such as Venice, Dubrovnik, Paris and Barcelona have experienced an exponential increase in visitor numbers leading to episodes of tourismphobia by anti-tourism movements, or even the decline of the destination. Among other solutions, some destinations see film-induced tourism as a possible way of diversifying tourism supply...
In this article, we introduce the themes and approaches covered in this special issue on Sustainable Tourism Marketing. Its objective has been to analyze the main contributions made as a result of research related to sustainable tourism-marketing management and current trends in this field. This issue has gathered articles about the marketing of de...
Social media communication has become a fundamental tool for hospitality companies, especially for marketing and customer engagement purposes. Facebook is the social network most used by hotels, both to interact and to establish relationships with their customers, and to provide them with relevant content and information, which may contribute to a...
This chapter analyzes the pricing policy of hybrid P2P lodgings versus traditional hotels in relation to seasonality. A quantitative comparative analysis of room prices in Airbnb and hotel lodgings in the city of Barcelona was conducted across four different pairs or dates (peak versus low season) in one year. Overall, the study shows that Airbnb p...
The number of reviews on websites like TripAdvisor may improve hotel ratings and hotel rankings, which favors the perception of hotel quality. Previous studies have focused on the total number of reviews for each hotel, suggesting that increasing the number of reviews could affect hotel ratings. We use a simple index, which is obtained by dividing...
In this study, a comparison is made on Instagram among five-star hotels and hostels in the city of Barcelona. The purpose of this research is to know what are the communication strategies of these two groups of accommodation establishments on Instagram, and in turn, to assess whether there are differences among them. The results allow us to make a...
The aim of the thesis is to determine whether online User-Generated Content (UGC) within the lodging industry validates the ranking system of any accommodation property or platform in order to create an international hotel classification system that could categorize any type of accommodation based on different variables.
Social media have become essential for firms in the hospitality industry to promote their brands, generate engagement and create sales. Using Facebook more than any other social media, hotels mobilise Facebook pages as platforms for communicating, interacting and networking with customers and potential guests, as well as for providing adequate cont...
European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Tec...
En los últimos años, se han incrementado considerablemente los contenidos en línea generados por los consumidores y usuarios. En el campo del turismo, las reseñas de viaje en línea (OTRs) se han convertido en una influyente fuente de información para los turistas y en un medio de difusión de la imagen de un destino a través del “de boca en boca” di...
https://www.tdx.cat/handle/10803/650336
The aim of this research is to determine whether online User-Generated Content (UGC) about the lodging industry validates the ranking system of any accommodation property or platform in order to create an international hotel classification system that may also serve to categorize any type of accommodation. T...
Purpose
The purpose of this paper is to know which hotels mostly rely on Booking.com, investigating the level of presence on Booking.com around the world by country, hotel size, hotel category and managerial form. Neither the company nor the hotels provide this information, so the authors use the number of reviews as an indicator of estimated sales...
The role of Information and Communication Technologies (ICT) in business management is currently a topic of increasing interest to both academics and professionals. The Web 2.0 has emerged as an important source of innovation that contributes to organizational performance and improving the competitiveness of the tourism industry. However, evidence...
Online sharing economy platforms in the sector of tourist accommodations have gained great media and social attention as they are considered disruptors of the traditional hotel industry. The aim of this article is to analyze the pricing policy of hybrid P2P (peer-to-peer) lodgings in comparison to traditional establishments in relation to seasonali...
Electronic word of mouth (eWOM) is of recent and considerable importance in tourism, particularly because of the intangible nature of this industry. Users’ online reviews are a source of information for other consumers, who take them into account before making a reservation at a lodging property.
The aim of this study is to establish whether or not...
The aim of this research is to confirm whether there is a relationship between the number of reviews and the hotel’s score on Booking.com and TripAdvisor and whether the relationship is different depending on the geographical area. Moreover, the study endeavors to confirm whether the number of reviews influences the score on each website.
With the...
Social media and mobile technologies have revolutionised communication and particular
attention has been given to user-generated content (UGC) and the formation of online
communities; however, little attention has been given to tourist events entirely generated by users
through social media. This paper aims to define and characterise the phenome...
Las redes sociales han revolucionado la comunicación especialmente el contenido generado por los usuarios (UGC); sin embargo, no se han tenido en cuenta la importancia de los eventos turísticos generados por los usuarios a través de las redes sociales. El objetivo de este trabajo es definir y caracterizar el fenómeno de los eventos generados por el...
This study sought to determine whether ski resort websites facilitate effective communication with their target audience and whether they are adapted to electronic commerce (e-commerce). To this end, first, a content analysis model was developed and applied to ski resort websites, considering four dimensions: Information, Communication, e-Commerce...
European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries.
This study aims to determine whether the hotel category in 17 different European countries can be inferred from other features that are not taken into accoun...
The stars show the way: Coincidence between satisfaction and hotel category
The aim of this study is to analyse whether the websites of ski resorts in Spain and Andorra facilitate effective communication with their target audiences. To this end, we propose and implement a model for the analysis of ski resort websites based on the content analysis technique, considering the dimensions of Information, Communication, E-commer...
This study highlights the importance of accessibility in the tourism experience and the emerging demand of those with special needs and their families. The main objective is to identify the level of Lleida tourism establishment’s accessibility. First, a literature review is done by analyzing the needs of people according to studies, principles and...
El presente estudio analiza el Electronic Word Of Mouth (eWOM) en el sector turístico
a través de TripAdvisor y Booking.com. Este trabajo pretende comprobar si las críticas sobre
la falta de veracidad de los comentarios de TripAdvisor están fundamentadas, comparando los
rankings de hoteles en cinco ciudades españolas con los del portal de reserv...
This study analyzes the Electronic Word Of Mouth (eWOM) in the tourism sector through TripAdvisor and Booking.com. The aim is to check whether the criticism about the lack of veracity of TripAdvisor reviews are grounded by comparing the rankings of the five Spanish cities hotels with Booking.com. The results show that there is a correlation between...
Spain has not the same hotel classification system because every autonomous
government can regulate about it, so the criteria and requirements to assign the hotel
star ratings do not match among the different regions.
There are some criticisms about the way to assign hotel stars because the
requirements do not coincide the quality of service offere...
The aim of this research is to know whether the ski resorts websites of Spain and Andorra offer an effective communication with their target and if they are adapted to e-commerce. To do this, it is proposed and applied firstly a model for the analysis of ski resorts websites based on the content analysis technique, considering the dimensions of Inf...
Hotel classification systems have been questioned on some occasions due to the loss of credibility of stars as a quality standard and because they are sometimes subject to outdated criteria. In any case, this system allows reducing the adverse effects of asymmetric information, characterized in a market such as the hospitality industry.
With a sam...
This research is based on collaborative learning processes using scaffolds. Specifically, we aim to ascertain whether there are any significant differences in students’ results after following the same learning instructions for participating in a virtual forum in two different subjects. We also aim to analyse the mediator’s role, the use of scaffol...
The role of Information and Communication Technologies (ICT) in business management is currently a topic of increasing interest to both academics and professionals. The Web 2.0 has emerged as an important source of innovation that contributes to organizational performance and improving the competitiveness of the tourism industry. However, evidence...
El papel de las Tecnologías de la Información y la Comunicación (TIC) en la gestión empresarial constituye actualmente un tema de creciente interés tanto para académicos como para profesionales. La Web 2.0 se ha revelado como una importante fuente de innovación que contribuye al desempeño organizacional y a la mejora de la competitividad de las emp...
This paper studies the profile of mobility students who attend a Spanish public medium-sized university, the University of Lleida, during the academic years 2012/13 and 2013/14, and it analyzes the assessment made by these students about different university services and about the city that hosts them. Moreover, it tries to know the information sou...
This paper studies the profile of mobility students who attend a Spanish public medium-sized university, the University of Lleida, during the academic years 2012/13 and 2013/14, and it analyzes the assessment made by these students about different university services and about the city that hosts them. Moreover, it tries to know the information sou...
El presente trabajo analiza el perfil de los estudiantes de movilidad que acuden a una universidad pública española de dimensión media, durante los cursos 2012/13, 2013/14 y 2014/15, el impacto económico que generan y la valoración que hacen estos estudiantes de los diferentes servicios que les ofrece la universidad y de la ciudad que los acoge.
Se...
En la actividad turística se están produciendo grandes cambios en los últimos años en
los que el turista busca experiencias únicas, personales y originales que están llevando a
la creación de nuevos productos turísticos, y al reposicionamiento de los destinos,
destacando los relacionados con las raíces locales y regionales.
En este trabajo presenta...
In traditional marketing research, market segmentation has often been used to categorise consumer behaviour. However, this approach has seldom been used to study consumer behaviour when using information and communication technologies (ICTs) in general and the internet in particular. Based on a sample of 700 subjects, this research proposes segment...
This paper studies the profile of mobility students who attend a Spanish public medium-sized university, the University of Lleida, during the academic years 2012/13 and 2013/14, and it analyzes the assessment made by these students about different university services and about the city that hosts them. Moreover, it tries to know the information sou...
Este estudio se centra en el análisis de la campaña de comunicación diseñada por la Universidad de Lleida (UdL), para promocionar el grado de Turismo. Se realizó una investigación para obtener el perfil del alumnado del grado de Turismo con la intención de conocer las necesidades y expectativas respecto a los estudios superiores y sus fuentes de in...
Resumen: El presente artículo pretende mostrar el papel que juega la presencia en Internet como elemento de difusión de los destinos turísticos, centrándonos en las principales ciudades europeas. En primer lugar, se presentan las principales cifras que pueden ilustrar el impacto que tiene Internet y el comercio electrónico internacionales y diferen...
The present paper seeks to review the literature on social media in tourism, to provide
a description of the development, impact and challenges presented to know the level of
implementation of social networking sites in the tourism offices of the Spanish
Autonomous Communities. Furthermore we want to analyze the tools and the
strategies that lead o...
This study assesses the economic impact of summer courses organized far away from the headquarters of a Spanish middle-sized university. This academic activity contributes to the revitalization of the tourism in the city with the arrival of new tourists for academic and professional purposes who generate revenues in the city with their consumption....