Understanding the heritage experience: a content analysis of online reviews of World Heritage Sites in Istanbul

ABSTRACT

This study explores dimensions of heritage tourism experiences utilizing the user-generated content (UGC) on a travel sharing website and offers insight for understanding the factors that can affect the heritage tourists’ evaluation of travel experiences at a destination. For this purpose, a content analysis of 5212 heritage experience reviews posted for heritage sites on a UGC travel website, TripAdvisor, is conducted. An analysis of reviews revealed 59 items forming six dimensions that include authenticity, the importance of guides, cultural values, sense of heritage, local hospitality and awe. Theoretical and managerial implications are discussed as well as limitations. Suggestions for further research are provided.

KEYWORDS:

• Heritage experience
• heritage sites
• user-generated content

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Dogan Gursoy

Dogan Gursoy is the Taco Bell Distinguished Professor in Hospitality Business Management at Washington State University in the School of Hospitality Business Management and the editor of the Journal of Hospitality Marketing & Management ([email protected]). He is recognized as one of the leading researchers in the hospitality and tourism area. His area of research includes sustainability, services management, hospitality and tourism marketing, tourist behavior, travelers’ information search behavior, community support for tourism development, cross-cultural studies, consumer behavior, involvement and generational leadership. Dr. Gursoy has been recognized as one of the top 10 authors in the world in terms of publications in the top six hospitality/tourism journals during the past decade (Journal of Hospitality and Tourism Research (2011), 35(3), 381–416).

Orhan Akova

Orhan Akova is a Full Professor in the Department of Tourism Management at Istanbul University, Turkey ([email protected]). He obtained his Ph.D. in International Business Management and Master’s degree in Tourism Management (Turkey). He specializes in tourism studies. His research interests include the sociocultural impacts of tourism, sustainable tourism and management in tourism.

Ozan Atsız

Ozan Atsız holds a Ph.D. degree and a Master’s degree in Tourism Management (Turkey). Currently, he is a research assistantin the Faculty of Tourism at Yozgat Bozok University ([email protected]). His research interests include destination marketing, heritage experience and length of stay of tourists.