Exportar Publicação

A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Moro, S., Lopes, R. J., Esmerado, J. & Botelho, M. (2020). Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services . 56
Exportar Referência (IEEE) 
S. M. Moro et al.,  "Service quality in airport hotel chains through the lens of online reviewers", in Journal of Retailing and Consumer Services , vol. 56, 2020
Exportar BibTeX 
@article{moro2020_1714111420722,
	author = "Moro, S. and Lopes, R. J. and Esmerado, J. and Botelho, M.",
	title = "Service quality in airport hotel chains through the lens of online reviewers",
	journal = "Journal of Retailing and Consumer Services ",
	year = "2020",
	volume = "56",
	number = "",
	doi = "10.1016/j.jretconser.2020.102193",
	url = "https://doi.org/10.1016/j.jretconser.2020.102193"
}
Exportar RIS 
TY  - JOUR
TI  - Service quality in airport hotel chains through the lens of online reviewers
T2  - Journal of Retailing and Consumer Services 
VL  - 56
AU  - Moro, S.
AU  - Lopes, R. J.
AU  - Esmerado, J.
AU  - Botelho, M.
PY  - 2020
SN  - 0969-6989
DO  - 10.1016/j.jretconser.2020.102193
UR  - https://doi.org/10.1016/j.jretconser.2020.102193
AB  - Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities.
ER  -