Exploring relationship marketing practices in hotel institutions through user generated reviews : an analysis of some TripAdvisor reviews in an Algerian hotel

Other Title(s)

استكشاف ممارسات التسويق بالعلاقات في المؤسسات الفندقية : دراسة تحليلية لمجموعة من آراء مستخدمي موقع TripAdvisor لفندق جزائري

Joint Authors

Maouahib, Zerouati
Qattaf, Fayruz

Source

Revue Stratégie et Développement

Issue

Vol. 9, Issue 3 (31 Jul. 2019), pp.84-104, 21 p.

Publisher

Université Abdelhamid Ibn Badis-Mostaganem Faculté des Sciences Economiques Commerciales et des Sciences de Gestion

Publication Date

2019-07-31

Country of Publication

Algeria

No. of Pages

21

Main Topic

Marketing

Topics

Abstract EN

This study aimed at exploring relationship marketing (RM) practices in the Algerian hotel institutions from customers point of view by analyzing their reviews in platforms dedicated to tourism content.

To do so, (417) reviews of the hotel Best Western Colombe Oran were selected from TripAdvisor and analyzed in order to identify the key determinants of the RM strategy adopted by the hotel.

Findings showed the existence of several dimensions related to RM practices in this hotel namely: service quality, trust, commitment, competence and communication.

The analysis also showed that hotel managers use customers reviews as a tool for continuous improvement of their customer orientation strategy.

American Psychological Association (APA)

Maouahib, Zerouati& Qattaf, Fayruz. 2019. Exploring relationship marketing practices in hotel institutions through user generated reviews : an analysis of some TripAdvisor reviews in an Algerian hotel. Revue Stratégie et Développement،Vol. 9, no. 3, pp.84-104.
https://search.emarefa.net/detail/BIM-904329

Modern Language Association (MLA)

Maouahib, Zerouati& Qattaf, Fayruz. Exploring relationship marketing practices in hotel institutions through user generated reviews : an analysis of some TripAdvisor reviews in an Algerian hotel. Revue Stratégie et Développement Vol. 9, no. 3 (2019), pp.84-104.
https://search.emarefa.net/detail/BIM-904329

American Medical Association (AMA)

Maouahib, Zerouati& Qattaf, Fayruz. Exploring relationship marketing practices in hotel institutions through user generated reviews : an analysis of some TripAdvisor reviews in an Algerian hotel. Revue Stratégie et Développement. 2019. Vol. 9, no. 3, pp.84-104.
https://search.emarefa.net/detail/BIM-904329

Data Type

Journal Articles

Language

English

Notes

Includes bibliographical references : p. 101-104

Record ID

BIM-904329