Presentation Title

Key Touchpoint Interactions in the Integrated Resort Experience: A Comparative Sentiment Analysis of Online Reviews

Panel Title

Session 3-1-E: Technology and the Integrated Resort Casino

Location

The Mirage Hotel & Casino, Las Vegas, Nevada

Start Date

9-6-2016 8:30 AM

End Date

9-6-2016 10:00 AM

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.

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Keywords

Integrated Resorts, Sentiment Analysis, Online Reviews, Customer Experience, Casinos

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

Comments

Audio recording of this presentation is attached as a downloadable MP3 audio file, 47.4 MB

31E_ChoRBoykinDShulgaL_pres_KeyTouchpoint.mp3 (47466 kB)
Audio recording of presentation

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Jun 9th, 8:30 AM Jun 9th, 10:00 AM

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.