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Abstract
Investigating both the valence of online reviews and convention centers’ performance is an effective approach towards understanding convention center visitors’ needs, wants, and expectations. Understanding convention center experiences from the customer perspective can improve venue services and event products for both convention centers and event organizers in a business-to-business context. This study examined TripAdvisor online reviews using a combined automated and non-automated content analysis to explore the dynamic experiences of convention centers. The dual analysis of qualitative and quantitative characteristics resulted in the identification of key concepts, satisfaction/dissatisfaction factors, center-and event-related complaint issues, and tips/suggestions.
Disclosure statement
No potential conflict of interest was reported by the authors.