1. Panel Workshop: Emotions in
the online tourists’ feedback
Alessandro Inversini
Managing Director ticinoinfo sa
Lecturer and Fellow Researcher webatelier.net

2. Web2.0 from theory to practice
• Definition: is web2.0 a technical evolution?
– Low publication threshold
– More like a town square than a library
– Large bandwidth makes possible a wider use of
multimedia
(Cantoni & Tardini, 2009)
• Metrics for the analyisis
– Buzz?
– Like(s)?
– Funnel?

3. Web2.0 from theory to practice
Is web reputation enough?
The aggregation of the entire range of online
feedbacks/representations creates the web
reputation of organizations.
(Dellarocas, 2003 and 2005; Bolton et al., 2004, Inversini et al, 2009).
Are we able to manage web reputation?
Are we able to increase web reputation?
Is it a mechanical/managerial approach?

4. Human Factor as Central Issue

5. Example (ii)
Slovenia
http://www.fondazionesistematoscana.it/

6. Example (ii)
Slovenia
http://www.fondazionesistematoscana.it/

7. Dante

8. Can we generate emotions?

9. KLM
http://youtu.be/pqHWAE8GDEk

10. BASILICATA
Can we manage emotions?
Basilicata Obermutten
http://youtu.be/UUap7orgvpU

11. OBERMUTTEN
Can we manage emotions?
Basilicata Obermutten
http://youtu.be/kzAG9_iKgRE

12. Can we track emotions?

14. Alessandro Inversini
Managing Director ticinoinfo sa
Lecturer and Fellow Researcher webatelier.net
inversini@ticinoinfo.ch
alessandro.inversini@usi.ch