Online Feedback and Attraction Management: An Exploration of the Critical Factors in Effective Operations

Yuanyuan Guo, Sunny Sun, Markus Rolf Schuckert, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

6 Citations (Scopus)


The objective of this study was to identify the critical factors about which future visitors to attractions want information, based on online reviews. An NVivo-based content analysis was conducted using 4831 traveler reviews posted on In total, seven critical factors were identified: environment (e.g. hygiene and cleanliness); experience (e.g. being in good order, overcrowding); location and/or transportation (e.g. subways); price, purpose (e.g. taking photos); target group and suitability (e.g. with/without children); and time. The findings provide guidance for attraction managers on how to make an effective and efficient response to negative reviews on social media channels and how to identify and meet future customer needs. This study supports the attraction industry to improve service quality and attract more visitors in future.
Original languageEnglish
Pages (from-to)883-904
Number of pages22
JournalAsia Pacific Journal of Tourism Research
Issue number8
Publication statusPublished - 2 Aug 2016


  • Attraction management
  • Online reviews
  • Reputation
  • Social media

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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