Avaliação de características que influenciam nos votos de utilidade de opiniões sobre serviços em português

The large number of opinions generated by online users made the former “word of mouth” find its way to virtual world. In addition to be numerous, many of the useful reviews are mixed with a large number of fraudulent, incomplete or duplicate reviews. However, how to find the features that influence on the number of votes received by an opinion and find useful reviews? The literature on opinion mining has several studies and techniques that are able to analyze of properties found in the text of reviews. This paper presents the application of a methodology for evaluation of usefulness of opinions with the aim of identifying which characteristics have more influence on the amount of votes: basic utility (e.g. ratings about the product and/or service, date of publication), textual (e.g.size of words, paragraphs) and semantics (e.g., the meaning of the words of the text). The evaluation was performed in a database extracted from TripAdvisor with opinionsabout hotels written in Portuguese. Results show that users give more attention to recent opinions with higher scores for value and location of the hotel and with lowest scores for sleep quality and service and cleanliness. Texts with positive opinions, small words, few adjectives and adverbs increase the chances of receiving more votes.

Influência de variáveis arquitetônicas no desempenho energético de hotéis no clima quente e úmido da cidade de Natal/RN

This master thesis aims to assess the influence of the design decisions on the energy building performance of hotels. The research is based on the integration of field study and computer simulation. Firstly, a detailed field study is carried out to identify the characteristics of hotels in Natal, Rio Grande do Norte. The items assessed are occupancies, light and equipment densities, types of air conditioning, total and monthly energy consumption, among others. A second and more comprehensive field study is carried out to identify the range of occurrence of architectural variables, with a larger number of buildings. A base case is modelled in VisualDOE, based on the first field study. Then, a first set of simulations are run to explore the sensitivity of the variables on the energy consumption. The results analyses were the base of a second set of simulations, which combined the most influential variables. The results of 384 models were assessed, and the impacts of design decisions were quantified. The study discusses tendencies and recommendations, as well as the methods advantages and disadvantages

Beebe House

The Beebe House was one of the first hotels built on South Bass Island. Constructed in the 1860s, it was expanded by Henry Beebe in 1869. Situated on Main Street in Put-in-Bay, the hotel accommodated 400 guests. It housed a billiard room, bowling alley, and dance hall. Rates were $14,00 per week and $2.50 per day. Servants and children were half price.

Novas abordagens à visualização e interacção com dados turísticos

Com o forte crescimento tecnológico tem-se verificado, cada vez mais, o crescente aumento de Web sites, voltados para o contacto directo com o consumidor, onde é possível procurar, escolher e adquirir um determinado produto I serviço directamente ao fornecedor. As plataformas de suporte à pesquisa de produtos de turismo possibilitam a entrega de um grande volume de dados mediante a pesquisa efectuada. Esta informação é, na sua maior parte, informação textual e é geralmente disponibilizada ao utilizador (via uma página Web) sob a forma de uma listagem ou tabela. Este trabalho incide então sobre a proposta e implementação de um conjunto de interfaces com elevada ergonomia, que permitam uma interacção simples e intuitiva entre o utilizador e os dados de turismo, mais concretamente com reservas de aviação e hotel. Para este propósito foi desenvolvida uma Rich Internet Application que permite ao utilizador o ajuste de determinados factores, que influenciam estes produtos de turismo, de modo a encontrar com maior facilidade o que mais se enquadra nos seus gostos I objectivos no vasto conjunto de resultados da pesquisa. ABSTRACT; With the constant growth of information technology tools we have witnessed increase in the number of web Sites aimed to direct contact with the consumer, where users can search, select and purchase a product/service directly to the supplier. The platforms that support the search for tourism data enable the delivery of a large volume of data, as a result of the search that was done. This information is mostly textual and is, in general available to the user (via a web page) in a form of a large list or table. This work focuses on a proposal and implementation of a set of interfaces with high ergonomics. allowing a simple and intuitive interaction between the user and the tourism data, more specifically with air fares and hotels reservations. For this purpose was developed an Rich Internet Application that allows the user to adjust some factors that influence the tourism products, in order to more accurately find what fits their tastes objectives in the wide range of search results.

Tourism demand modelling and forecasting with artificial neural network models: the Mozambique case study

This study is aimed to model and forecast the tourism demand for Mozambique for the period from January 2004 to December 2013 using artificial neural networks models. The number of overnight stays in Hotels was used as representative of the tourism demand. A set of independent variables were experimented in the input of the model, namely: Consumer Price Index, Gross Domestic Product and Exchange Rates, of the outbound tourism markets, South Africa, United State of America, Mozambique, Portugal and the United Kingdom. The best model achieved has 6.5% for Mean Absolute Percentage Error and 0.696 for Pearson correlation coefficient. A model like this with high accuracy of forecast is important for the economic agents to know the future growth of this activity sector, as it is important for stakeholders to provide products, services and infrastructures and for the hotels establishments to adequate its level of capacity to the tourism demand.

Analysis and Visualisation of Crowd-sourced Tourism Data

C3S2E '16 Proceedings of the Ninth International C* Conference on Computer Science & Software Engineering

Do tratamento das reclamações à gestão da insatisfação: o comportamento de empresas hoteleiras mediante a insatisfação de seus clientes

Consumer dissatisfaction, when properly handled, is a significant information source for the manager. Studies in this area allow broadening the understanding of certain customer attitudes and behaviors, such as loyalty, repurchase intention or satisfaction and trust increase. Above and beyond supporting consumer feedback, dissatisfaction can provide significant opportunities for organizational learning. Starting from dissatisfied customer information, companies can detect service flaws and develop new products. This work presents the results of an investigation on the behavior of businesses belonging to the hotel sector in Natal, RN, through the dissatisfaction of their customers. We have sought to map the main problems presented by customers to hotels, in the perception of managers and employees, as well as to understand both the process of dissatisfactionrelated data collection, analysis, and processing, and the utilization of such information by businesses. Beyond this, we have compared the habits of organizations to the company reaction approaches described in the literature: Complaint Handling, Complaint Management, and Dissatisfaction Management. The used methodology has been based on case study. Data was collected via indepth interviews with managers and employees in six hotels, two independent ones and four belonging to national and international hotel networks. We have also made use of documents provided by the organizations, such as guest complaint registers and reports from satisfaction surveys on which content analysis was subsequently performed. The results of the investigation point to a high level of awareness in the companies concerning the importance of consumer dissatisfaction. Even though the maximum grade in the procedure scale is not achieved, it has been observed that answer to dissatisfaction is given in planned and systematic form, geared towards consumer satisfaction and improvement of products and processes. Hotel businesses still have to look into other possibilities for mapping consumer dissatisfaction, which implies, among other aspects, articulation with a range of public and private organizations in such a way as to guarantee sustainability of touristic activities in the long term

A tentative argument for regional quality targets in assimilating schwa

Amerikanenglannin redusoitunut švaa-vokaali tuotetaan puheessa laadultaan huomattavan monimuotoisena. Kirjallisuudessa ei kuitenkaan vallitse selkeää käsitystä siitä, mitkä tekijät ehdollistavat tätä švaan laatuvaihtelua, ja etenkin sen mahdollinen sosiaalinen ulottuvuus on jäänyt aiemmissa tutkimuksissa varsin vähälle huomiolle. Tässä tutkielmassa pyritäänkin selvittämään, millainen vaikutus puhujan alueellisella murteella on hänen tuottamansa švaan akustiikkaan. Tutkimukseen valittiin 21 informanttia muutamista Yhdysvaltain eteläisistä ja läntisistä osavaltioista. Informanttien haastattelunauhoitteista poimittiin analyysiin yhteensä 433 švaan F1- ja F2-formanttiarvot siten kuin ne esiintyivät sanassa the. Analyysissä havaittiin, että eteläisten puhujien švaat keskittyivät vokaalien [u,U] tuntumaan, kun taas läntisten informanttien švaat asettuivat vokaalien [i,u] väliin. Tulokset antoivat aihetta kysyä, onko eteläinen švaa sulautunut takavokaaleihin [u,U]. Kysymystä varten suoritettiin jatkotutkimus, johon valittiin yksi ensimmäisen tutkimuksen eteläisistä puhujista. Puhujalta mitattiin 66 švaan ja 45 [U]:n formantit. Näitä tarkastellessa löydettiin tilastollista viitettä siitä, että puhujan švaa oli saattanut sulautua vokaaliin [U]. Tulostensa pohjalta tutkielma ehdottaa, että the-sanassa esiintyvässä amerikanenglannin švaassa saattaa toteutua puhujan alueellista murretta mukaileva tavoitevaihe siitä huolimatta, että tämä vokaali on samanaikaisesti huomattavasti kontekstiinsa assimiloitunut. Tavoitevaihe näyttäisi lähtökohtaisesti sijoittuvan F2:ssa vokaalialueen keskelle, ollen kuitenkin eteläisten puhujien kohdalla altis siirtymään taaemmas kohti vokaalilaatuja [u,U].

Gerenciamento de impressões e qualidade dos serviços em hotéis da Paraíba

The present study has got as its aim to show how the impressions management is being used by the hotels in Paraiba State. For that, the dramma or role play perspective has been adopted as a model for service management. From the theater metaphor, the physical environment and its components can be seen as a scenery of the service show. We conduct the reader to notice the importance of the consummer about the service quality demand and its influence on his satisfaction. A methodology with exploring and qualifying nature has been adopted by using the analyses of content technique in interviews applied to hotel managers lebeled as having 4 and 5 stars in the State, trying to check how impression management takes place, identifying impression management tools used in relation to the physical evidences and to contacting people, as well as checking managers views in the survey about the use of impression management for client satisfaction make. The information revealed that managers, maybe for being unaware about impression management theory, haven t considered neither the physical evidences yet, nor contacting people as marketing tools. About the physical evidences, we could see that hotels take actions in a pulverized way referring to environment decoration and colors, however there isn t a global usage of physical evidences to highlight the service. Contacting people by their turn, receive better importance and attention. It was possible to make sure that managers are aware about the influence of the employee over the attendance quality. This way, we may come into a conclusion that impression management at Paraiba hotels has been under used, as long as managers seem to be, most times, turned to actions related to contacting people, not having realized the planning importance and national-wide use of service scenery in a genaral way yet

Influência dos intermediários de distribuição de produtos turísticos no processo de decisão do meio de hospedagem pelo consumidor

This study examines the complex hotel buyer decision process in front of the tourism distribution channels. Its objective is to describe the influence level of the tourism marketing intermediaries, mainly the travel agents and tour operators, over the hotel decision process by the buyer-tourist. The data collection process was done trough a survey with three hundred brazilian tourists hosted in nineteen hotels of Natal, capital of Rio Grande do Norte, Brazil. The data analysis was done using some multivariate statistic techniques as correlation analysis, multiple regression analysis, factor analysis and multiple discriminant analysis. The research characterizes the hotel services consumers profile and his trip, and identifying the distribution channels used by them. Furthermore, the research verifies the intermediaries influence exercised over hotel buyer decision process, looking for identify causality relations between the influence level and the buyer profile. Verifies that information about hotels available on internet reduces the probability that this influence can be practiced; however it was possible identifying those consumers considers this information complementary and non-substitutes than the information from intermediaries. The characteristics of the data do not allow indentifying the factors that constraint the intermediaries influence neither identifying discriminant functions of the specific distribution channel choice by consumers. The study concludes that consumers don t agree in have been influenced by intermediaries or don t know if they have, still considering important to consult them and internet doesn t substitute their function as information source

A perspectiva do utilizador do Facebook relativamente à escolha de alojamento turístico

Atualmente assistimos a um aumento exponencial do uso dos social media como meio para planear as viagens lazer, bem como procurar por informações relativas a hotéis, restaurantes e outras empresas na indústria de turismo e viagens. Os social media criaram um novo canal de distribuição, tendo este influenciado e alterado a forma como os viajantes determinam o local onde vão ficar alojados. É importante que as empresas hoteleiras compreendam o comportamento dos consumidores face aos social media e, assim, determinar qual a forma de comunicação e que informações deverão disponibilizar nos seus sites. A título de exemplo, os hotéis conseguem interagir com os clientes através das redes sociais, como o Facebook, Instagram ou Youtube, partilhar diversos tipos de conteúdos informativos e prestar assistência a questões. O presente estudo tem como objetivo compreender o uso das redes sociais, apresentando-se um maior foco na rede social Facebook, na promoção de um estabelecimento hoteleiro e, com isto, determinar se a promoção dos serviços hoteleiros através deste meio, apresenta influência na tomada de decisão de escolha de alojamento turístico. Por outro lado, pretendese analisar o impacto das avaliações/recomendações realizadas pelos consumidores presentes no Facebook. Adotou-se uma metodologia quantitativa, através de um questionário online. Para analisar as hipóteses de estudo recorreu-se a diversos testes estatísticos. Os principais resultados demonstraram que são diversos os meios online e offline em que os consumidores se baseiam para fazer a sua decisão de escolha de alojamento, sendo um destes o Facebook, que apresenta uma grande representatividade. O word-of-mouth, contabilizado através das opiniões dos antigos clientes presentes em sites de avaliações e em redes sociais revela-se uma componente determinante no processo de recolha de informação sobre determinado alojamento e consequentemente influenciador na escolha de alojamento. Por último, verificou-se que o Facebook apresenta ter um papel decisivo no processo de decisão de escolha de alojamento turístico.

Occupational compensation survey--pay only.

Title from caption.

Gestão do marketing de relacionamento: um estudo em empresas hoteleiras de Natal - RN

The present study it analyzes the Management of the Marketing of strategy Relationship as distinguishing for the host s companies of the city of Natal - RN. To carry through this analysis interviews with managers had been carried through, as well as the direct comment of processes, documents, actions and strategies developed for the hotels, with intention to know the level of perception and valuation of the relationship with customers, to verify resources and technologies used in the Management of the Relationship Marketing, identification, segmentation and differentiation of customers, personalization of products and services, and results of the emphasis in the relationship with customers for the host s companies. The research can be classified as exploratory - descriptive, and its universe is limited to the city of Natal, having enclosed hotels that have carried through tourist activity in 2005 and 2006. Still on the criteria of election of the sample, the study it investigated host s companies who if fit in the category superior luxury, or either, five stars, pertaining the national nets and international. How much to the treatment and analysis of the data the was made to leave of the theoretical support of the authors who work the thematic one and of the analysis of the interviews with managers, documents and processes observed for the researcher in the studied hotels. The research sample that the interviewed ones understand the importance to work the Management of the Marketing of Relationship in the host s companies me intention to get sustainable competitive advantage. One still evidenced that the searched hotels make use of strategies and instruments of Management of the Marketing of Relationship, however without an ample theoretical knowledge and yes only as base in the experience of the managers and spread processes already, generating one moment competitive advantage and not relationships of long duration

EL IMPACTO DE LA CRISIS ECONÓMICA MUNDIAL SOBRE LA ECONOMÍA COSTARRICENSE: los efectos macroeconómicos

ResumenLa economía costarricense es una economía pequeña pero muy abierta al exterior, por ello, lo que ocurre en el resto del mundo nos afecta de alguna manera. Cuando estalló la crisis en los Estados Unidos, sus repercusiones se hicieron notar poco a poco alrededor del mundo. En un principio el principal efecto sobre nuestro país se vio reflejado en la inflación, sin embargo, conforme transcurrió el tiempo los efectos saltaron al sector real de la economía, es decir, a la producción y al empleo. En este artículo se analizan los principales efectos que hasta el momento ha tenido la crisis económica mundial en nuestro país, entre ellos se mencionan, la inflación; el decrecimiento en la actividad económica de los sectores construcción, industria, comercio y hoteles, principalmente; la caída en el turismo, las remesas, la Inversión Extranjera Directa (IED), las exportaciones e importaciones y, por último, la reducción en el empleo.Abstract Costa Rican economy is a very small open economy; therefore, what happens in the rest of the world affects us in some way. When the crisis in the United States exploded, its impact was slowly evident around the world. At first, the main effect on our country was reflected in inflation; however, the effects were then clear on the real sector of the economy, i.e. production and employment. This article examines the main effects which so far have been the global economic crisis in our economy, including inflation, and the decline in the economic activity in the construction sector, industry, commerce and hotels, primarily; as well as the fall in tourism, remittances, Foreign Direct Investment, exports and imports, and finally the reduction in employment.

As estratégias de internacionalização, as suas motivações e determinantes: o caso do Grupo Pestana

A internacionalização consiste num processo crescente e gradual, através do qual as organizações expandem os seus negócios externamente. Com diversas motivações subjacentes, a internacionalização pode resultar de fenómenos proactivos ou reativos. O objetivo deste trabalho visa estudar este comportamento numa empresa do setor hoteleiro – Grupo Pestana Hotels & Resorts. A metodologia baseou-se numa análise qualitativa, tendo por base uma entrevista à administração do grupo. As conclusões apontam a diversificação do risco de investimentos e o aumento do volume de negócios como as principais motivações para iniciação do processo de internacionalização. No que se refere às abordagens aos mercados externos, o grupo privilegiou formas como, as aquisições, projetos greenfields e contratos de gestão, por permitirem um maior controlo e gestão sobre os hotéis. Todo o processo tem em conta uma análise económica e um conhecimento e investimento gradual ao longo da última década.