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Understanding online reviews in all-inclusive hotels servicescape: a fuzzy set approach

2023-01Journal article Restricted access
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dc.contributor.authorRassal, C.
dc.contributor.authorCorreia, Antónia
dc.contributor.authorSerra, Francisco
dc.date.accessioned2023-02-23T13:23:23Z
dc.date.available2023-02-23T13:23:23Z
dc.date.issued2023-01
dc.description.abstractThe concept of all-inclusive (AI) hotel service is complex and multidimensional; grounded on the SERVQUAL model, this research aims to identify the main components of AI service that moderate online ratings. Aside from the dimensions comprised in the SERVQUAL model, this research discusses price, place, and experiences as essential components in AI hotel ratings. This research was applied in the Algarve, a mature sun and sea destination with more than thirty all-inclusive hotels in operation since 2008. A fuzzy set qualitative analysis (fsQCA) approach is used from 6742 validated reviews of four- and five-star all-inclusive hotels retrieved from TripAdvisor between August 2003 and April 2019. Single constructs in the AI ecosystem have no impact as a rating enhancer on TripAdvisor, with two or more constructs necessary to trigger the goal. This research also contributes by applying a fuzzy set approach to the extracted user-generated content (UGC) regarding AI hotels on TripAdvisor and revealing the necessary and sufficient conditions through the identified constructs that most contribute to high online ratings.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1080/1528008X.2023.2167761pt_PT
dc.identifier.eissn1528-0098
dc.identifier.urihttp://hdl.handle.net/10400.1/19129
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherRoutledge Journalspt_PT
dc.relationCenter for Advanced Studies in Management and Economics
dc.subjectSERVQUALpt_PT
dc.subjectTripAdvisorpt_PT
dc.subjectFuzzy set qualitative comparative analysis (fsQCA)pt_PT
dc.subjectAll-inclusive resortspt_PT
dc.subjecteWOMpt_PT
dc.subjectHotelspt_PT
dc.titleUnderstanding online reviews in all-inclusive hotels servicescape: a fuzzy set approachpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleCenter for Advanced Studies in Management and Economics
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04007%2F2020/PT
oaire.citation.endPage28pt_PT
oaire.citation.startPage1pt_PT
oaire.citation.titleJournal of Quality Assurance in Hospitality & Tourismpt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNameRASSAL
person.familyNameCorreia
person.familyNameSerra
person.givenNameCARIMO
person.givenNameAntónia
person.givenNameFrancisco
person.identifierR-000-K54
person.identifier0000000428330706
person.identifier.ciencia-idF614-EC12-458E
person.identifier.ciencia-id831F-FFD0-7A78
person.identifier.ciencia-id4D1C-9D66-8D99
person.identifier.orcid0000-0002-9917-4371
person.identifier.orcid0000-0002-6707-8289
person.identifier.orcid0000-0002-8461-5162
person.identifier.scopus-author-id12140006700
person.identifier.scopus-author-id56290841200
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
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relation.isAuthorOfPublicationd3eb5da0-42d2-408b-af65-664563a18f5f
relation.isAuthorOfPublication22775c38-a6c8-4162-9ac0-c1941fbf693c
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