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La influencia de las actitudes lingüísticas sobre las valoraciones online de los clientes de hoteles

 

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Author: Alén González, Elisa
Carlos Villamarín, Pablo de
Pérez González, Ana
Figueroa Revilla, Beatriz
Coordinator/Director: Rondán Cataluña, Francisco Javier
Date: 2017
Published in: XXIX Congreso de Marketing AEMARK (2017), p 1279-1284
ISBN/ISSN: 978-84-17129-34-7
Document type: Presentation
Abstract: En la mayoría de actividades de servicios la satisfacción de los clientes depende, en gran medida, de su interacción directa con los prestadores de los mismos. En el caso del turismo, con frecuencia dicha interacción se produce entre personas cuyos ...
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In most service activities, customer satisfaction depends to a large extent on its direct interaction with service providers. In the case of tourism, such interaction often occurs between people whose mother tongues are different. In this context, concepts such as accommodation, expectations and linguistic attitudes or cultural proximity enrich the possibilities of analyzing the behavior and satisfaction of tourists. This paper presents an ongoing research project whose ultimate goal is to deepen an interdisciplinary approach that integrates cultural and linguistic elements in the economic-business analysis of tourism. In particular, the Content Analysis technique is applied to comments made by hotel guests on the online booking platform Booking.com to determine the extent to which cultural differences influence satisfaction with the received service.
Cite: Alén González, E., Carlos Villamarín, P.d., Pérez González, A. y Figueroa Revilla, B. (2017). La influencia de las actitudes lingüísticas sobre las valoraciones online de los clientes de hoteles. En XXIX Congreso de Marketing AEMARK (1279-1284), Sevilla: ESIC.
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Format: PDF

URI: https://hdl.handle.net/11441/78124

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