DUGiDocsService quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
dc.contributor.author
dc.date.accessioned
2024-02-09T09:40:31Z
dc.date.available
2024-02-09T09:40:31Z
dc.date.issued
2022-11-23
dc.identifier.issn
1528-008X
dc.identifier.uri
dc.description.abstract
The present study aims to explore the service quality determinants in historic centers (HC) by applying a user-generated content analysis with indicators of the TOURQUAL protocol for evaluating the quality of tourist services as the theoretical basis. We analyze 7,849 reviews from 9 HC (5 Brazilians and 4 Portuguese), from January 2019 to September 2020, available on TripAdvisor and Google Maps platforms. The findings demonstrate that the dimensions of technical quality, experience, and environment are the most identified among the reviews. Additionally, we noticed a lack of use of Unesco titles as marketing strategy. The research proposes a model of importance for dimensions of quality of service in historic centers that enables managers to improve the quality of tourist services
dc.format.extent
30 p.
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application/pdf
dc.language.iso
eng
dc.publisher
Taylor & Francis (Routledge)
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Versió postprint del document publicat a: https://doi.org/10.1080/1528008X.2022.2144585
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© Journal of Quality Assurance in Hospitality & Tourism, 2022, p. 1-30
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Articles publicats (D-G)
dc.rights
Reconeixement-NoComercial-SenseObraDerivada 4.0 Internacional
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dc.source
Souza-Neto, Valério Mondo, Tiago Savi Mundet i Cerdan, Lluís Mendes-Filho, Luiz 2022 Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol Journal of Quality Assurance in Hospitality & Tourism 1 30
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dc.title
Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
dc.type
info:eu-repo/semantics/article
dc.rights.accessRights
info:eu-repo/semantics/embargoedAccess
dc.embargo.lift
2024-05-23T00:00:00Z
dc.embargo.terms
2024-05-23T00:00:00Z
dc.date.embargoEndDate
info:eu-repo/date/embargoEnd/2024-05-23
dc.type.version
info:eu-repo/semantics/acceptedVersion
dc.identifier.doi
dc.identifier.idgrec
035813
dc.type.peerreviewed
peer-reviewed
dc.identifier.eissn
1528-0098