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    The Impact of the Environmental Quality of Online Feedback and Satisfaction When Exploring the Critical Factors for Luxury Hotels

    Autor: 
    Ríos-Martín, Miguel Ángel
    ;
    Folgado-Fernández, José Antonio
    ;
    Palos-Sánchez, Pedro R (1)
    ;
    Castejón-Jiménez, Paula
    Fecha: 
    2020
    Palabra clave: 
    tourism management; tourism 2.0; satisfaction; online reputation; online reviews; word-of-mouth communication; Scopus; JCR
    Tipo de Ítem: 
    Articulo Revista Indexada
    URI: 
    https://reunir.unir.net/handle/123456789/10274
    DOI: 
    https://doi.org/10.3390/su12010299
    Dirección web: 
    https://www.mdpi.com/2071-1050/12/1/299
    Open Access
    Resumen:
    The tourism sector is undergoing many very significant changes. In addition to adapting to an interactive society, the use of quality must be incorporated as a competitive strategy. It also has the challenge of promoting excellence. The Internet is an easily accessible source of information and by using it, hotel establishments can easily find out their consumers’ requirements. This document aims to explore the main factors for luxury hotels that affect tourist satisfaction by studying users’ online reviews. This research investigates the importance of opting for a competitive strategy of excellence, which specializes in total customer satisfaction. To do this, this research analyzes the comments made on Internet by tourists at luxury hotels and uses the QSR (Qualitative Solutions and Research International) qualitative analysis software called NVivo to study the comments made when the tourists are highly satisfied. From this analysis, the items that these types of tourists value most highly are identified
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