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    Por favor, use este identificador para citar o enlazar este ítem:http://uvadoc.uva.es/handle/10324/43293

    Título
    Managing the Smiley Face Scale Used by Booking.com in an Ordinal Way
    Autor
    González del Pozo, RaquelAutoridad UVA Orcid
    García Lapresta, José LuisAutoridad UVA Orcid
    Año del Documento
    2021
    Editorial
    Universidad de Talca (Chile)
    Descripción
    Producción Científica
    Documento Fuente
    Journal of Theoretical and Applied Electronic Commerce Research, 2021, Vol.16, Issue 2,128-139
    Zusammenfassung
    User reviews are a new source of information in the hospitality and tourism sector. Usually, these reviews contain comments of users and assessments expressed through ordered qualitative scales. The website Booking.com uses a smiley face scale to ask users the degree of satisfaction regarding several aspects of accommodations. The scoring system of the website assigns numerical values to each item of the smiley face scale. However, when users perceive different proximities between pairs of items of an ordered qualitative scale, these numerical codifications are because they may misrepresent the original ordinal information. In this paper, we analyze the drawbacks and limitations of the scoring system of Booking.com and we manage its smiley face scale through a purely ordinal procedure. This procedure avoids assigning numerical codifications to items of scales and it takes into account how users perceive the proximities between pairs of items. The findings show the importance of considering how users understand qualitative scales when they face subjective assessments through ordered qualitative scales.
    Palabras Clave
    Encuestas online
    Online surveys
    ISSN
    0718–1876
    Revisión por pares
    SI
    DOI
    10.4067/S0718-18762021000200109
    Version del Editor
    http://www.jtaer.com/
    Propietario de los Derechos
    © 2021 Universidad de Talca (Chile)
    Idioma
    eng
    URI
    http://uvadoc.uva.es/handle/10324/43293
    Tipo de versión
    info:eu-repo/semantics/publishedVersion
    Derechos
    openAccess
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