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Measuring the quality of user generated content - the case of hotels

Research output: Contribution to journalJournal articlepeer-review

Published

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Measuring the quality of user generated content - the case of hotels. / van Iwaarden, Jos; van der Wiele, Ton; Williams, Roger; Eldridge, Stephen.

In: The TQM Journal, Vol. 22, No. 2, 2010, p. 117-128.

Research output: Contribution to journalJournal articlepeer-review

Harvard

van Iwaarden, J, van der Wiele, T, Williams, R & Eldridge, S 2010, 'Measuring the quality of user generated content - the case of hotels', The TQM Journal, vol. 22, no. 2, pp. 117-128. https://doi.org/10.1108/17542731011024246

APA

van Iwaarden, J., van der Wiele, T., Williams, R., & Eldridge, S. (2010). Measuring the quality of user generated content - the case of hotels. The TQM Journal, 22(2), 117-128. https://doi.org/10.1108/17542731011024246

Vancouver

van Iwaarden J, van der Wiele T, Williams R, Eldridge S. Measuring the quality of user generated content - the case of hotels. The TQM Journal. 2010;22(2):117-128. https://doi.org/10.1108/17542731011024246

Author

van Iwaarden, Jos ; van der Wiele, Ton ; Williams, Roger ; Eldridge, Stephen. / Measuring the quality of user generated content - the case of hotels. In: The TQM Journal. 2010 ; Vol. 22, No. 2. pp. 117-128.

Bibtex

@article{14635d68424e4a2ea516f251a4dba24d,
title = "Measuring the quality of user generated content - the case of hotels",
abstract = "Purpose – The purpose of this paper is to develop understanding about the quality of user generated content (UGC) on web sites from the point of view of the customer. This is an area not yet explored, while the use of UGC is expanding on many web sites and its importance is rapidly growing.Design/methodology/approach – The research undertaken is a pilot amongst a small number of interviewees who have been asked to judge the quality of UGC on hotel web sites.Findings – The findings of the research show that three types of information are needed by the person using UGC on hotel web sites: objective information about the hotel; information about the reviewer's qualifications; and information about the reviewer's beliefs and expectations.Research limitations/implications – Because of the small number of interviewees this research is limited and can be defined as explorative. The outcomes can be used to develop a survey instrument in relation to further research on user generated content.Originality/value – This research is original because there has not been any other initiative in this area and it will certainly stimulate more research because of the importance UGC has in a world of expanding internet usage. The outcomes of the small-scale pilot will make it possible to develop broader quantitative research on UGC on web sites.",
keywords = "Content management, Hotels , Quality , Worldwide web",
author = "{van Iwaarden}, Jos and {van der Wiele}, Ton and Roger Williams and Stephen Eldridge",
year = "2010",
doi = "10.1108/17542731011024246",
language = "English",
volume = "22",
pages = "117--128",
journal = "The TQM Journal",
issn = "1754-2731",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

RIS

TY - JOUR

T1 - Measuring the quality of user generated content - the case of hotels

AU - van Iwaarden, Jos

AU - van der Wiele, Ton

AU - Williams, Roger

AU - Eldridge, Stephen

PY - 2010

Y1 - 2010

N2 - Purpose – The purpose of this paper is to develop understanding about the quality of user generated content (UGC) on web sites from the point of view of the customer. This is an area not yet explored, while the use of UGC is expanding on many web sites and its importance is rapidly growing.Design/methodology/approach – The research undertaken is a pilot amongst a small number of interviewees who have been asked to judge the quality of UGC on hotel web sites.Findings – The findings of the research show that three types of information are needed by the person using UGC on hotel web sites: objective information about the hotel; information about the reviewer's qualifications; and information about the reviewer's beliefs and expectations.Research limitations/implications – Because of the small number of interviewees this research is limited and can be defined as explorative. The outcomes can be used to develop a survey instrument in relation to further research on user generated content.Originality/value – This research is original because there has not been any other initiative in this area and it will certainly stimulate more research because of the importance UGC has in a world of expanding internet usage. The outcomes of the small-scale pilot will make it possible to develop broader quantitative research on UGC on web sites.

AB - Purpose – The purpose of this paper is to develop understanding about the quality of user generated content (UGC) on web sites from the point of view of the customer. This is an area not yet explored, while the use of UGC is expanding on many web sites and its importance is rapidly growing.Design/methodology/approach – The research undertaken is a pilot amongst a small number of interviewees who have been asked to judge the quality of UGC on hotel web sites.Findings – The findings of the research show that three types of information are needed by the person using UGC on hotel web sites: objective information about the hotel; information about the reviewer's qualifications; and information about the reviewer's beliefs and expectations.Research limitations/implications – Because of the small number of interviewees this research is limited and can be defined as explorative. The outcomes can be used to develop a survey instrument in relation to further research on user generated content.Originality/value – This research is original because there has not been any other initiative in this area and it will certainly stimulate more research because of the importance UGC has in a world of expanding internet usage. The outcomes of the small-scale pilot will make it possible to develop broader quantitative research on UGC on web sites.

KW - Content management

KW - Hotels

KW - Quality

KW - Worldwide web

U2 - 10.1108/17542731011024246

DO - 10.1108/17542731011024246

M3 - Journal article

VL - 22

SP - 117

EP - 128

JO - The TQM Journal

JF - The TQM Journal

SN - 1754-2731

IS - 2

ER -