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UGC-Based Factors Influencing Customer Satisfaction Pre and Post COVID-19: The Case of Lake Constance

In: Information and Communication Technologies in Tourism 2024

Author

Listed:
  • Dominic Regitz

    (Ravensburg-Weingarten University of Applied Sciences, Institute for Digital Transformation)

  • Wolfram Höpken

    (Ravensburg-Weingarten University of Applied Sciences, Institute for Digital Transformation)

  • Matthias Fuchs

    (Mid-Sweden University, The European Tourism Research Institute (ETOUR))

Abstract

User-generated content (UGC) created and distributed through social media and tourism-related websites provides potential travelers the opportunity to gain first-hand experiences about destination products and services. UGC is also of great value to tourism service providers. Since UGC represents customers’ opinions and experience outcomes, potential problems, but also drivers behind customer delight can be identified. In this regard, also temporal changes regarding customer requirements can be determined. The aim of this paper is to identify how certain topic areas mentioned in UGC affect customer satisfaction, exemplarily analyzed for the Lake of Constance Region. Furthermore, potential temporal changes regarding customer satisfaction since the outbreak of the COVID-19 pandemic will be examined. A sentiment analysis, topic detection and regression analysis are carried out on two datasets containing UGC before and after the outbreak of the pandemic. Findings show that the pandemic has changed customers’ attitudes towards certain topic areas.

Suggested Citation

  • Dominic Regitz & Wolfram Höpken & Matthias Fuchs, 2024. "UGC-Based Factors Influencing Customer Satisfaction Pre and Post COVID-19: The Case of Lake Constance," Springer Proceedings in Business and Economics, in: Katerina Berezina & Lyndon Nixon & Aarni Tuomi (ed.), Information and Communication Technologies in Tourism 2024, pages 373-384, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-58839-6_39
    DOI: 10.1007/978-3-031-58839-6_39
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