Text analysis of consumer reviews: The case of virtual travel firms

Xinran Lehto, Jung Kun Park, Ounjoung Park, Mark R. Lehto

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

11 Scopus citations


This study uncovered critical domains and themes of compliments and complaints that influence consumers overall satisfaction with using virtual travel agencies. Four domains, namely, "customer Service & Support", "trip schedule change", "product experience" and "firm credibility" were identified as areas where problems arose and extreme dissatisfaction resulted. Three do-mains emerged as the best predictors for satisfaction: "product experience", Customer Service & Sopecially at managerial level is critical for these virtual travel firms. The outcomes of this research lend insights into how to effectively manage consumer online reviews and turn this domain of valuable resources into knowledge and a strategy tool for the virtual travel segment of the hospitality and tourism industry.

Original languageEnglish
Title of host publicationHuman Interface and the Management of Information
Subtitle of host publicationMethods, Techniques and Tools in Information Design - Symposium on Human Interface 2007. Held as Part of HCI International 2007, Proceedings
PublisherSpringer Verlag
Number of pages10
EditionPART 1
ISBN (Print)9783540733447
StatePublished - 2007
Externally publishedYes
EventSymposium on Human Interface 2007 - Beijing, China
Duration: 2007 Jul 222007 Jul 27

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
NumberPART 1
Volume4557 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


OtherSymposium on Human Interface 2007


  • Complaint
  • Compliment
  • Online product review
  • Virtual travel agent
  • e-satisfaction


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