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Consumer perception of tourist experience through online reviews: The islands of the senses of Cape Verde

Cristina Oliveira (ISTAR-IUL, Instituto Universitário de Lisboa (ISCTE-IUL), Lisbon, Portugal)
Ana Brochado (BRU-IUL, Instituto Universitário de Lisboa (ISCTE-IUL), Lisbon, Portugal)
Sérgio Moro (ISTAR-IUL, Instituto Universitário de Lisboa (ISCTE-IUL), Lisbon, Portugal)
Paulo Rita (NOVA Information Management School (NOVA IMS), Universidade Nova de Lisboa, Lisbon, Portugal)

Worldwide Hospitality and Tourism Themes

ISSN: 1755-4217

Article publication date: 2 December 2019

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Abstract

Purpose

Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations.

Design/methodology/approach

The current investigation aims to fill this gap by focussing on an African small island developing states, i.e. Cape Verde. This paper reports of tourist reviews extracted from TripAdvisor from “two islands of the senses” as coined by this archipelago’s national tourism organization, specifically Santo Antão and Fogo islands. The data analysis was performed through Leximancer software to generate concepts out of words, followed by themes.

Findings

The present research focussed on experiences in island tourism to identify their main dimensions based on visitors’ narratives in online reviews. The obtained results are of potential value to the literature by contributing to a better understanding of tourist experience in the context of tourism in islands in an understudied country, Cape Verde.

Originality/value

Results are presented and object of discussion vis-à-vis scientific literature and conclusions put forward in this journal paper.

Keywords

Citation

Oliveira, C., Brochado, A., Moro, S. and Rita, P. (2019), "Consumer perception of tourist experience through online reviews: The islands of the senses of Cape Verde", Worldwide Hospitality and Tourism Themes, Vol. 11 No. 6, pp. 696-717. https://doi.org/10.1108/WHATT-09-2019-0052

Publisher

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Emerald Publishing Limited

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