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Mapping research on user-generated content in the service sector - a bibliometric analysis

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Wąsowicz-Zaborek E.
Marketing Instytucji Naukowych i Badawczych
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2023
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vol. 49
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issue 3
65-100
EN
The Web 2.0 era and the following phases of web development bring new challenges to businesses, but also new opportunities to establish and maintain relationships with market participants, indulge in direct contact with customers and learn about their needs, emotions and opinions. The advancement of content creation and sharing technologies creates an opportunity to collect information from anyone with access to the Internet. User-generated content (UGC) information is increasingly supporting decision-making and analysis for various types of business, management or marketing activities. Such information is also increasingly used as a source of data in scientific research. The present study seeks to evaluate the relevance of UGC in scientific research and the scope and ways in which content created by Internet users can be used by researchers of phenomena existing in the service sector. To achieve this goal, a bibliometric literature review (quantitative analysis of publications, identification of research collaborators, co-author analysis, co-citation analysis and co-word analysis) was conducted covering articles between 2012 and 2022 published in journals indexed in the Scopus database. The analysis used descriptive statistics and text and content analysis. A significant increase was observed in publications between 2020 and 2022. Among the various service branches, the researchers most often chose data sets in the form of comments posted online by customers of tourism industries, mainly those using accommodation services, but also restaurants. TripAdvisor was observed to be the most frequently used data source. In their analysis, the authors used both qualitative and quantitative methods, as well as a combination of them. It is observed that more sophisticated machine learning algorithms have been implemented for text analysis. Finally, the paper also presents future research recommendations.
2
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Turystyczne portale internetowe – wiarygodne źródło informacji?

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Drozdowska M., Duda-Seifert M.
Turyzm
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2016
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vol. 26
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issue 2
7-14
PL
Artykuł jest wynikiem analizy studium przypadku opartego na dwóch najbardziej popularnych portalach internetowych, z których jeden bazuje na technologii Travel 2.0 oraz aplikacji typu UGC i jest to TripAdvisor, podczas gdy drugi został stworzony jako OTA, który również w toku rozwoju przyjął rozwiązanie typu UGC i jest to Booking.com. Analizie poddano treść obu portali dotyczącą obiektów noclegowych we Wrocławiu, a następnie skonfrontowano ją z oficjalnymi danymi statystycznymi, publikowanymi przez Główny Urząd Statystyczny w Polsce i zawartymi w Centralnym Wykazie Obiektów Hotelarskich udostępnionym na stronach Ministerstwa Sportu i Turystyki. Celem artykułu jest ocena wiarygodności i kompletności informacji zawartych na portalach turystycznych w Internecie, po pierwsze z punktu widzenia potencjalnego klienta, po drugie ze względu na ich wartość dla badań marketingowych. Portale oparte o technologię bezpośredniej wymiany informacji (Word-Of-Mouth) są przeznaczone dla klientów i dla dostawców. Badania skoncentrowano więc na analizie ich zawartości opartej na przyjętej metodzie. Artykuł identyfikuje braki w istniejącej wiedzy naukowej i rynkowej i wskazuje potencjalny kierunek dalszych badań.
3
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Możliwości wykorzystania serwisu Tripadvisor jako źródła danych na etapie ich gromadzenia w planowaniu rozwoju turystyki w skali lokalnej

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Minkwitz A.
Turyzm
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2018
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vol. 28
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issue 2
53-59
PL
Artykuł stanowi próbę odpowiedzi na pytanie, czy serwisy społecznościowe mogą być efektywnym źródłem danych, przydatnych w kontekście planowania turystyki w skali lokalnej. W pierwszej części artykułu opisano, jaką rolę pełnią media społecznościowe w przemyśle turystycznym, zawarto syntetyczne omówienie najczęściej pojawiających się tematów badań związanych z wykorzystaniem MS w turystyce, a także scharakteryzowano serwis społecznościowy TripAdvisor, będący przedmiotem badania. W drugiej części przedstawiono wyniki przeprowadzonego z wykorzystaniem serwisu badania, którym objęto odpowiednio po 30 najpopularniejszych hoteli, restauracji oraz atrakcji turystycznych w Poznaniu. Rezultaty badania przedstawiono za pomocą pięciu map wynikowych. Rezultaty opatrzone są komentarzem na temat zagrożeń, z którymi związana jest analiza danych tego typu, a także możliwych przyszłych kierunków badań.
4
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TripAdvisor as a source of data in the planning process of tourism development on a local scale

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Minkwitz A.
Turyzm
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2018
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vol. 28
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issue 2
49-55
EN
The aim of this article is to answer the question of whether social networking sites can be an effective source of data, useful in the context of local tourism planning. The first part of the article contains a presentation of the role of social media in the tourism industry, a synthetic discussion of the most common topics of research related to the use of social media in tourism, and also characteristic of the TripAdvisor social network, which is the subject of the study. The second part presents the results of a study conducted using the website, covering the 30 most popular hotels, restaurants and tourist attractions in Poznan. The results contain a comment about the risks associated with the analysis of this type of data, as well as possible future directions of research.
5
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Travel websites: a relevant source of statistical information?

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Drozdowska M., Duda-Seifert M.
Turyzm
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2016
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vol. 26
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issue 2
7-13
EN
This study explores the two most popular travel websites: TripAdvisor, based fully on the Travel 2.0 and UGC application; and Booking.com, which has developed as an online travel agency website but has also absorbed a modern UGC approach. Their content concerning accommodation in Wrocław was analysed and compared to the official tourist statistics provided by both the Central Statistical Office of Poland, and the Central Register of Hotels and Similar Establishments published by the Ministry of Sport and Tourism. The article aims at an evaluation of the reliability and completeness of the information provided over the internet: firstly from the point of view of a potential customer, secondly for its value for market research purposes. Although electronic word-of-mouth websites are designed both for consumers and suppliers, from a methodological perspective the article is based on a content analysis of tourism social media. The study also contributes to both academic research and the tourism industry by identifying some gaps in existing work and providing an agenda for the future.
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SENTIMENT ANALYSIS OF THE USER COMMENTS WITH THE THEME OF MIGRATION POSTED AS AN INTERACTIVE CONTENT ON THE HOSPODÁRSKE NOVINY WEBSITE

86%
Balážiová I.
Človek a spoločnosť. Internetový časopis pre pôvodné teoretické a výskumné štúdie z oblasti spoločenských vied
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2019
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vol. 22
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issue 3
43 – 61
EN
This paper reflects on the current discourse on migration in the Slovak digital environment. Given the need to examine the perception of migrants, and using the analysis of comments and posts, it captures social events. It views migration from the perspective of online readers of the Hospodárske noviny daily who send their feedback through interactive tools and actively respond to the media news and stories labelled with the "migrants” tag. The new authentic digital content is thereby considered a specific type of content –the so-called "user-generated content” (UGC). The aim of our research is to find out how the active online readers of Hospodárske noviny view migrants in their non-anonymous comments. Using the content analysis method, and implementing the analysis of sentiment in the non-anonymous user comments (linked with their profiles on Facebook), we analyse (A) the specifics of online readers of the Hospodárske noviny daily and (B) the polarity of user comments posted by the online readers as a specific type of UGC. The present paper suggests that society is facing a difficult task to shape a more favourable attitude of the majority population to migrants for their easier integration into society. The changes in the current state of perception of migrants by the readers will be all the more demanding because of the great impact of active media readers and contributors on the development and shaping of attitudes.
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