Industrie hôtelière et avis en ligne : Etude des usages dans le but de comprendre les attentes des consommateurs à travers leurs parcours expérientiels

摘要

Internet has modified our ways of living and our consumption habits – information, products and services. Nowadays, it is very easy to use the Internet in order to answer to a question or to satisfy a desire. Internet’s users know it and use Internet as a decision helper. The word-of-mouth tends to be digitalized. Today, a future client or a future user doesn’t need to ask its relatives to receive a feedback, he/she can directly go to the Internet to get thousands, millions of users’ comments on their lived experiences. One of the main industries impacted by the digitalized word-of-mouth is the tourism industry. Websites like TripAdvisor have become comments’ windows where users can find the information they need in order to plan their trips and especially make a choice. The Y generation is very interesting regarding the Internet development and will be analysed in a qualitative study. Their members – born between 1977 and 1997 – grown up with the Internet emergence and have taken over its functions methodologies. In this context, companies must consider these new ways of living and consuming.