Submission Title
Key Touchpoint Interactions in the Integrated Resort Experience: A Comparative Sentiment Analysis of Online Reviews
Session Title
Session 3-1-E: Technology and the Integrated Resort Casino
Presentation Type
Event
Location
The Mirage Hotel & Casino, Las Vegas, Nevada
Start Date
9-6-2016 8:30 AM
End Date
9-6-2016 10:00 AM
Disciplines
Economics | Gaming and Casino Operations Management | Hospitality Administration and Management | International Business | Mental and Social Health | Psychology | Public Affairs, Public Policy and Public Administration | Sociology | Statistics and Probability | Substance Abuse and Addiction | Tourism and Travel
Abstract
Integrated Resorts are trending in casino resort design. Within them, consumers experience a multitude of touchpoints beyond traditional amenities, and then describe their experiences through online reviews. Sentiment analysis is used to explore the online reviews of two Las Vegas properties. Touchpoint interactions and their influence on overall rating are examined.
Keywords
Integrated Resorts, Sentiment Analysis, Online Reviews, Customer Experience, Casinos
Streaming Media
Key Touchpoint Interactions in the Integrated Resort Experience: A Comparative Sentiment Analysis of Online Reviews
The Mirage Hotel & Casino, Las Vegas, Nevada
Integrated Resorts are trending in casino resort design. Within them, consumers experience a multitude of touchpoints beyond traditional amenities, and then describe their experiences through online reviews. Sentiment analysis is used to explore the online reviews of two Las Vegas properties. Touchpoint interactions and their influence on overall rating are examined.
Comments
Audio recording of this presentation is attached as a downloadable MP3 audio file, 47.4 MB