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Axiologie des opinions du Web, impacts sur l'e-réputation et management des opérationnels : une application à un Palace

Abstract : The main concern of this thesis is to assess the opinions, especially those expressed on the level of TripAdvisor® an OPL Online Platform Operator. The latter serves as a database for a period of six years prior to the Covid19 pandemic. Our research qualifying, notably, as participatory, qualitative and interventionist, concerns the analysis of opinions relating to the values produced by a palace and those expected by customers. We analyzed the opinions expressed by the customer segment of non-residents. These opinions have an impact on the e-reputation of an entire palace, which represents our field of study, where intangible capital and strategic governance are juxtaposed for the management of e-reputation. The difficulty in analyzing opinions comes from the fact that they are made up of affective and emotional reactions resulting from a day's experience at the palace. Reputation is an intangible resource which impacts the marketing and then financial strategy. To give it value, it is necessary to sift through the opinions and to assess them in terms of what holds true and what does not and to look into both the absolute and relative truths inherent in them. The universal character of truth is different from opinion, which is only subjective. In this regard, an analysis of opinions in the London hotel sector (Wang & al, 2016) was the subject of a catalytic publication for this thesis. We have retained only one segment of the clientele, which devotes sumptuous expenses to the Palace, to cater for the services in offer during the day in this luxurious place. This thesis is therefore part of the economy of goods and services of exceptional quality, at prices far exceeding their functional necessity but not their social utility where luxury plays a sociological role. For that reason, we did not use the R0 Price/Cost ratio but; R1 = (Sumptuary prices for goods and services of total exceptional quality)/( Social utility of the somptuousness of the Palace) We accept the coherence of the bodily and emotional elements without preponderance or opposition, which has enabled us to extract from our analysis models: diagnoses and recommendations. Thus, the following research question arose: "How to analyze the value of opinions expressed on the Web and to identify the part of truth and falsehood they contain? That is done with the intention to modify the management policies of operational staff concerned by unfavorable assessments of their skills which have an impact on e-reputation; an application of the TripAdvisor database over six years concerning a palace ". To answer it in a theoretical and empirical way, we had to determine: The value to be given to the opinions of a customer segment, and our work focused on researching and analyzing: the value to be attached to these opinions. The useful truths they contain. The reasons for which operational staff are the cause of unfavorable opinions, explain them and remedy them by determining Their causality in the policy of investments in HR. over 2014-2019 If the Community manager must respond to all opinions, and in what way. Our contribution is practical because it offers the Palace more efficient operational management than the current one, which does not seem to provide relevant solutions up to now. In fact, we conducted a diagnosis of current deterministic policies and contributed in an innovative way by applying the principles of quantum analysis to the science of organizations.
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Submitted on : Thursday, February 17, 2022 - 6:58:40 PM
Last modification on : Wednesday, September 28, 2022 - 5:53:37 AM


  • HAL Id : tel-03579143, version 1



Mohamed Rdali. Axiologie des opinions du Web, impacts sur l'e-réputation et management des opérationnels : une application à un Palace. Gestion et management. Cnam, 2021. Français. ⟨NNT : ⟩. ⟨tel-03579143⟩



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