Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
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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 -