Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol

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...

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Detalles Bibliográficos
Autores: Souza-Neto, Valério, Mondo, Tiago Savi, Mundet i Cerdan, Lluís, Mendes-Filho, Luiz
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2022
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:10256/24445
Acceso en línea:http://hdl.handle.net/10256/24445
Access Level:acceso embargado
Palabra clave:Contingut generat per l'usuari
User-generated content
Centres històrics
Historic districts
Turisme
Tourism
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spelling Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocolSouza-Neto, ValérioMondo, Tiago SaviMundet i Cerdan, LluísMendes-Filho, LuizContingut generat per l'usuariUser-generated contentCentres històricsHistoric districtsTurismeTourismThe 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 servicesTaylor & Francis (Routledge)info2022info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionpeer-reviewed30 p.application/pdfhttp://hdl.handle.net/10256/24445http://hdl.handle.net/10256/24445© Journal of Quality Assurance in Hospitality & Tourism, 2022, p. 1-30Articles publicats (D-G)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 30reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)Inglésinfo:eu-repo/semantics/altIdentifier/doi/10.1080/1528008X.2022.2144585info:eu-repo/semantics/altIdentifier/issn/1528-008Xinfo:eu-repo/semantics/altIdentifier/eissn/1528-0098Reconeixement-NoComercial-SenseObraDerivada 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc-nd/4.0info:eu-repo/semantics/embargoedAccessoai:recercat.cat:10256/244452026-05-29T05:05:01Z
dc.title.none.fl_str_mv Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
title Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
spellingShingle Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
Souza-Neto, Valério
Contingut generat per l'usuari
User-generated content
Centres històrics
Historic districts
Turisme
Tourism
title_short Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
title_full Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
title_fullStr Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
title_full_unstemmed Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
title_sort Service quality determinants in historic centers: analysis of user generated content from the perspective of the TOURQUAL protocol
dc.creator.none.fl_str_mv Souza-Neto, Valério
Mondo, Tiago Savi
Mundet i Cerdan, Lluís
Mendes-Filho, Luiz
author Souza-Neto, Valério
author_facet Souza-Neto, Valério
Mondo, Tiago Savi
Mundet i Cerdan, Lluís
Mendes-Filho, Luiz
author_role author
author2 Mondo, Tiago Savi
Mundet i Cerdan, Lluís
Mendes-Filho, Luiz
author2_role author
author
author
dc.subject.none.fl_str_mv Contingut generat per l'usuari
User-generated content
Centres històrics
Historic districts
Turisme
Tourism
topic Contingut generat per l'usuari
User-generated content
Centres històrics
Historic districts
Turisme
Tourism
description 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
publishDate 2022
dc.date.none.fl_str_mv 2022
info
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
peer-reviewed
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv http://hdl.handle.net/10256/24445
http://hdl.handle.net/10256/24445
url http://hdl.handle.net/10256/24445
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv info:eu-repo/semantics/altIdentifier/doi/10.1080/1528008X.2022.2144585
info:eu-repo/semantics/altIdentifier/issn/1528-008X
info:eu-repo/semantics/altIdentifier/eissn/1528-0098
dc.rights.none.fl_str_mv Reconeixement-NoComercial-SenseObraDerivada 4.0 Internacional
http://creativecommons.org/licenses/by-nc-nd/4.0
info:eu-repo/semantics/embargoedAccess
rights_invalid_str_mv Reconeixement-NoComercial-SenseObraDerivada 4.0 Internacional
http://creativecommons.org/licenses/by-nc-nd/4.0
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv 30 p.
application/pdf
dc.publisher.none.fl_str_mv Taylor & Francis (Routledge)
publisher.none.fl_str_mv Taylor & Francis (Routledge)
dc.source.none.fl_str_mv © Journal of Quality Assurance in Hospitality & Tourism, 2022, p. 1-30
Articles publicats (D-G)
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
reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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