Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.

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New Normal Policy: Promosi Kebijakan Pariwisata Dalam Rangka Percepatan Penanganan Dampak Covid-19

Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan ◽

10.34013/jk.v5i1.277 ◽

2021 ◽

Vol 5 (1) ◽

pp. 20-33

Author(s):

Dyah Mutiarin ◽

Sri Utami ◽

Janianton Damanik

Keyword(s):

Content Analysis ◽

Word Frequency ◽

Frequency Analysis ◽

Qualitative Content Analysis ◽

New Normal ◽

Health Safety

Covid 19 memunculkan ketidakpastian dan perubahan yang sangat konstan sehingga kebutuhaninformasi berupa kebijakan pemerintah menjadi sangat penting untuk disampaikan kepada masyarakat.Dalam makalah ini dideskripsikan mengenai kebijakan pemerintah bidang pariwisata, yaitu: programmitigasi dan pemulihan sektor pariwisata pada masa transisi kenormalan baru dalam rangka percepatanpenanganan dampak covid-19. Kebijakan pemerintah tersebut disampaikan kepada masyarakat melaluiakun media sosial official Kemenparekraf, salah satunya adalah akun twitter official @Kemenparekraf.Untuk mengetahui sejauh mana kesesuaian kebijakan yang disusun dan yang disampaikan kepadamasyarakat, dilakukan qualitative content analysis (QCA) terhadap akun @Kemenparekraf,menggunakan NVivo12 dengan fitur antara lain the management, word frequency analysis, dan visualisasidata informal. Dari 807 (delapan ratus tujuh) tweet akun @Kemenparekraf yang diposting sejak Juni s.dDesember 2020, hanya terdapat 3 (tiga) hashtag/kata yang dapat langsung menjelaskan kebijakan., yaitu#banggabuatanindonesia untuk kegiatan Anugerah Bangga Buatan Indonesia (BBI) 2020,#indonesiacare untuk Sertifikasi InDOnesia CARE (I Do Care), dan chse untuk Dukungan CHSE (Cleanliness,Health, Safety, Environment). Penggunaan hashtag/kata dalam tweet masih belum dapat menjelaskankebijakan secara keseluruhan. Penelitian ini dapat dilanjutkan dengan membandingkan target, outputprogram dan dampaknya kepada pelaku pariwisata dan ekonomi kreatif.

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Voluntary simplicity: a content analysis of consumer comments

Journal of Consumer Marketing ◽

10.1108/jcm-04-2020-3749 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Petek Tosun ◽

Selime Sezgin

Keyword(s):

Content Analysis ◽

Word Frequency ◽

Frequency Analysis ◽

Personal Growth ◽

Well Being ◽

Three Dimensions ◽

Content Type ◽

Less Is More ◽

Self Sufficiency ◽

Meaningful Experiences

Purpose The voluntary simplification (VS) movement has stemmed from Western societies and gained momentum in the 1980s, but the trend has failed to become a primary perspective for most consumers. The accompanying concepts of conscious consumption, minimalism and accepting that sometimes “less is more” are still vivid in the digital era. The purpose of this study is to provide a deep and recent understanding of the consumer comments about minimalism in Turkey and examine their associations with the prominent themes in the VS literature. Design/methodology/approach Consumer comments posted on online platforms were analyzed by content analysis and word frequency analysis. Findings Consumer comments were in parallel to the themes in the VS literature and were classified under personal growth, material simplicity, sustainability, proper technology usage and self-sufficiency categories. Personal growth, material simplicity and sustainability were the first three dimensions mentioned. The prominent sub-themes that emerge from data were psychological well-being, inner peace, freedom, meaningful experiences and getting rid of belongings. A word frequency analysis pointed out that “life” and “owning” were the evident words in the personal growth category, “purchasing things” were mostly mentioned in the material simplicity category and “plastic litter” and “excessive consumption” were the prominent concerns in the sustainability category. Originality/value VS required further research in different national contexts. Besides, an analysis of the dimensions of VS was needed. This study contributes by providing recent and rich findings from a developing country, connecting them with the VS themes in the literature and suggesting a conceptual framework enriched by sub-themes that emerged from data.

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Seasonality of consumers' third-party online complaining behavior

Social Behavior and Personality An International Journal ◽

10.2224/sbp.6724 ◽

2018 ◽

Vol 46 (3) ◽

pp. 459-470 ◽

Cited By ~ 3

Author(s):

Seungsin Lee ◽

Jungkun Park ◽

Hyowon Hyun ◽

Seungyup Back ◽

Sukhyung Bryan Lee ◽

...

Keyword(s):

Content Analysis ◽

Empirical Research ◽

Critical Incident ◽

Critical Incident Technique ◽

Third Party ◽

Seasonal Differences ◽

Complaining Behavior ◽

Online Complaining ◽

Consumer Complaining Behavior

We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.

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European luxury fashion brand advertising and marketing relating to nostalgia

Studies in Communication Sciences ◽

10.24434/j.scoms.2018.02.007 ◽

2019 ◽

Vol 18 (2) ◽

Author(s):

Pelin Ok

Keyword(s):

Content Analysis ◽

Cultural Context ◽

Qualitative Content Analysis ◽

Product Category ◽

Luxury Brand ◽

Narrative Transportation ◽

Fashion Brand ◽

Brand Advertising ◽

Transportation Theory ◽

Managerial Implications

This research seeks to examine how European luxury fashion brands use nostalgia in their advertising and marketing, and the benefits of using nostalgia by analyzing selected adverts from Vogue magazine. The research adopts Narrative Transportation Theory, aims to create a model which develops Van Laer, de Ruyter, Viscanti and Wentzels’ (2014) “Extended Transportation-Imagery Model”, and provides managerial implications. Qualitative content analysis of imagery was conducted to analyze 60 adverts of five luxury fashion brands between 2010–2016. This research offers a different product category to investigate for nostalgia literature: luxury fashion brands’ advertising, a different cultural context: European luxury fashion brands, and examines luxury fashion brand characteristics within the adverts’ narratives by semiotics discipline. Research identifies how nostalgia theme was used in these adverts, provides an understanding among the themes, and adverts’ analysis in terms of luxury brand characteristics, narrative, and semiotics.

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The Political Value of Linguistic Frequency Analysis

Servis plus ◽

10.12737/1703 ◽

2013 ◽

Vol 7 (4) ◽

pp. 94-100

Author(s):

Павел Хроменков ◽

Pavel Khromenkov

Keyword(s):

Content Analysis ◽

Frequency Analysis ◽

Qualitative Content Analysis ◽

The Political ◽

Global Controllability ◽

Analysis Techniques ◽

Current Information ◽

Information Stream ◽

Political Value

The articles studies the phenomenon of conflict as reflected in the current information area as a system. The author employs qualitative content analysis techniques to substantiate the idea of global controllability of the information stream content, and reveals the conflict-provoking potential of an increased use of conflict vocabulary.

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