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

References

• Abraham, V., Bremser, K., Carreno, M., Crowley-Cyr, L., & Moreno, M. (2020). Exploring the consequences of COVID-19 on tourist behaviors: Perceived travel risk, animosity and intentions to travel. Tourism Review, 76(4), 701–717. https://doi.org/10.1108/TR-07-2020-0344
   Web of Science ®Google Scholar
• Adie, B. A., Falk, M., & Savioli, M. (2020). Overtourism as a perceived threat to cultural heritage in Europe. Current Issues in Tourism, 23(14), 1737–1741. https://doi.org/10.1080/13683500.2019.1687661
   Web of Science ®Google Scholar
• Akehurst, G. (2009). User generated content: The use of blogs for tourism organisations and tourism consumers. Service Business, 3(1), 31–61. https://doi.org/10.1007/s11628-008-0054-2
   Web of Science ®Google Scholar
• Almeida-García, F., Cortés-Macías, R., & Parzych, K. (2021). Tourism impacts, tourism-phobia and gentrification in historic centers: the cases of málaga (Spain) and gdansk (Poland). Sustainability, 13(1), 1–25. https://doi.org/10.3390/su13010408
   Web of Science ®Google Scholar
• Alves, F., Cruz, S., Rother, S., & Strunk, T. (2021). An application of the walkability index for elderly health—WIEH. the case of the UNESCO historic centre of Porto, Portugal. Sustainability, 13(9), 4869. https://doi.org/10.3390/su13094869
   Web of Science ®Google Scholar
• Anabila, P., Ameyibor, L. E. K., Allan, M. M., & Alomenu, C. (2021). Service quality and customer loyalty in Ghana’s hotel industry: The mediation effects of satisfaction and delight. Journal of Quality Assurance in Hospitality & Tourism, 1–23. https://doi.org/10.1080/1528008X.2021.1913691
   Web of Science ®Google Scholar
• Antonio, N., Correia, M. B., & Ribeiro, F. P. (2020). Exploring user-generated content for improving destination knowledge: The case of two world heritage cities. Sustainability, 12(22), 9654. https://doi.org/10.3390/su12229654
   Web of Science ®Google Scholar
• Atsız, O., Cifci, I., & Rasoolimanesh, S. M. (2021). Exploring the components of meal-sharing experiences with local foods: A netnography approach. Current Issues in Tourism, 25(5), 919–936. https://doi.org/10.1080/13683500.2021.1905619
   Google Scholar
• Bahja, F., & Hancer, M. (2021). Eco-guilt in tourism: do tourists intend to behave environmentally friendly and still revisit? Journal of Destination Marketing & Management, 20, 100602. https://doi.org/10.1016/j.jdmm.2021.100602
   Web of Science ®Google Scholar
• Beecham, R. (2009). Teaching quality and student satisfaction: Nexus or simulacrum? London Review of Education, 7(2), 135–146. https://doi.org/10.1080/14748460902990336
   Google Scholar
• Bertocchi, D., Camatti, N., & Van der Borg, J. (2020). Tourism observatories for monitoring MED destinations performance. The case of shapetourism project. Tourism: An International Interdisciplinary Journal, 68(4), 466–481.
   Google Scholar
• Bolzán, R., & Mendes-Filho, L. (2022). User-generated engagement. In D. Buhalis (Ed.), Encyclopedia of Tourism Management and Marketing (pp. 274–276). Edward Elgar Publishing. https://doi.org/10.4337/9781800377486.user.generated.engagement
   Google Scholar
• Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualising perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
   Web of Science ®Google Scholar
• Browning, V., So, K. K. F., & Sparks, B. (2013). The influence of online reviews on consumers’ attributions of service quality and control for service standards in hotels. Journal of Travel & Tourism Marketing, 30(1–2), 23–40. https://doi.org/10.1080/10548408.2013.750971
   Web of Science ®Google Scholar
• Buhalis, D. (2020). Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: A perspective article. Tourism Review, 75(1), 262–272. https://doi.org/10.1108/TR-06-2019-0258
   Web of Science ®Google Scholar
• Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research. Tourism Management, 29(4), 609–623. https://doi.org/10.1016/j.tourman.2008.01.005
   Web of Science ®Google Scholar
• Butnaru, G. I., & Miller, A. (2012). Conceptual approaches on quality and theory of tourism services. Procedia Economics and Finance, 3, 375–380. https://doi.org/10.1016/S2212-5671(12)00167-0
   Google Scholar
• Chark, R., King, B., & Tang, C. M. F. (2021). The journey from episode to evaluation: how travelers arrive at summary evaluations. Journal of Travel Research, 61(2), 1–14. https://doi.org/10.1177/0047287520981158
   Web of Science ®Google Scholar
• Chávez, E. S., & Chávez, M. E. Turismo y desarrollo sostenible: el caso del centro histórico de laHabana – Cuba Pasos Revista de Turismo y Patrimonio Cultural, (3)1, 171–188. http://www.redalyc.org/articulo.oa?id=88130112
   Google Scholar
• Cheng, M., & Jin, X. (2019). What do airbnb users care about? An analysis of online review comments. International Journal of Hospitality Management, 76, 58–70. https://doi.org/10.1016/j.ijhm.2018.04.004
   Web of Science ®Google Scholar
• Cheung, M. L., Leung, W. K., Cheah, J. H., & Ting, H. (2022). Exploring the effectiveness of emotional and rational user-generated contents in digital tourism platforms. Journal of Vacation Marketing, 28(2), 152–170. https://doi.org/10.1177/13567667211030675
   Web of Science ®Google Scholar
• Chiang, C. T. (2020). Developing an eMarketing model for tourism and hospitality: A keyword analysis. International Journal of Contemporary Hospitality Management, 32(10), 3091–3114. https://doi.org/10.1108/IJCHM-03-2020-0230
   Web of Science ®Google Scholar
• Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613–635. https://doi.org/10.1080/19368623.2020.1703871
   Web of Science ®Google Scholar
• Coelho, M. D. F., Meira, K. C. D. O., & Gosling, M. D. S. (2018). Memorable experience of couples’ trips. Revista Brasileira de Pesquisa em Turismo, 12(1), 157–179.
   Google Scholar
• Cortina Ureña, M. D. (2019). El Valor del Enoturismo en el Desempeño Organizacional de las Bodegas Españolas y el E-WOM. [ Doctoral dissertation, Polytechnic University of Valencia]. https://doi.org/10.4995/Thesis/10251/115926
   Google Scholar
• Cruz, C. G. P., Dilao, A. M. L., & Mandigma, E. C., Jr. (2019). Guest satisfaction plan for mystical cave: a case in antipolo, Rizal. IOER International Multidisciplinary Research Journal, 1(2). https://ssrn.com/abstract=3418384
   Google Scholar
• Dai, F., Wang, D., & Kirillova, K. (2022). Travel inspiration in tourist decision making. Tourism Management, 90, 104484. https://doi.org/10.1016/j.tourman.2021.104484
   Web of Science ®Google Scholar
• Daugherty, T., Eastin, M. S., & Bright, L. (2008). Exploring consumer motivations for creating user-generated content. Journal of Interactive Advertising, 8(2), 16–25. https://doi.org/10.1080/15252019.2008.10722139
   Google Scholar
• Delgado, C. F., Sierra Díez, B., Becerra Grande, A., & Briñol Turnes, P. (1999). HOTELQUAL: A scale for measuring perceived quality in lodging services. Estudios Turísticos, 139, 95–110. https://dialnet.unirioja.es/servlet/articulo?codigo=2196115
   Google Scholar
• Dolnicar, S. (2020). Designing for more environmentally friendly tourism. Annals of Tourism Research, 84, 102933. https://doi.org/10.1016/j.annals.2020.102933
   Web of Science ®Google Scholar
• Evcil, A. N. (2018). Barriers and preferences to leisure activities for wheelchair users in historic places. Tourism Geographies, 20(4), 698–715. https://doi.org/10.1080/14616688.2017.1293721
   Web of Science ®Google Scholar
• Feger, J. E., Souza Júnior, S. V., & Gândara, J. M. G. (2016). Analysis of online reputation lapa tourist destination (Paraná): An application of TOURQUAL method for analysis of service quality. Revista Iberoamericana de Turismo, 6(2), 138–156. https://doi.org/10.2436/20.8070.01.38
   Google Scholar
• Fontgalland, M. A. B., Junior, W. A., Perinotto, A. R. C., Souza-Neto, V., & Santos-Silva, L. (2022). Hotel industry relationship marketing through Instagram social network in the Covid-19 pandemic crisis: Accor Brazil hotel chain case study. Marketing & Tourism Review, 7(1). https://doi.org/10.29149/mtr.v7i1.7497
   Google Scholar
• Frochot, I., & Hughes, H. (2000). Histoqual: The development of a historic houses assessment scale. Tourism Management, 21(2), 157–167. https://doi.org/10.1016/S0261-5177(99)00045-X
   Web of Science ®Google Scholar
• González-Rodríguez, M. R., Díaz-Fernández, M. C., & Gómez, C. P. (2020). Facial-expression recognition: An emergent approach to the measurement of tourist satisfaction through emotions. Telematics and Informatics, 51, 101404. https://doi.org/10.1016/j.tele.2020.101404
   Web of Science ®Google Scholar
• Gretzel, U., & Yoo, K. H. (2008). Use and impact of online travel reviews. Information and Communication Technologies in Tourism 2008, 35–46. https://doi.org/10.1007/978-3-211-77280-5_4
   Google Scholar
• Gronroos, C. (1984). A service quality model and its marketing implications. European Journal Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Guliling, H., & Abdul Aziz, Y. (2018). Historical service quality assessment of Malaysia’s world heritage site. Journal of International Business, Economics and Entrepreneurship, 3(2), 12–22. https://doi.org/10.24191/jibe.v3i2.14428
   Google Scholar
• Gunasekar, S., Kumar, D. S., Purani, K., Sudhakar, S., Dixit, S. K., & Menon, D. (2021). Understanding service quality attributes that drive user ratings: A text mining approach. Journal of Vacation Marketing, 27(4), 400–419. https://doi.org/10.1177/1356766721100324
   Web of Science ®Google Scholar
• Habibi, A., & Rasoolimanesh, S. M. (2021). Experience and service quality on perceived value and behavioral intention: Moderating effect of perceived risk and fee. Journal of Quality Assurance in Hospitality & Tourism, 22(6), 711–737. https://doi.org/10.1080/1528008X.2020.1837050
   Web of Science ®Google Scholar
• Han, X., & Radder, L. (2011). Measurement and consequences of U.S. tourists perceptions of service quality: A South African hunting safari case study. International Business & Economics Research Journal, 10(5), 33–48. https://doi.org/10.19030/iber.v10i5.4229
   Google Scholar
• He, X., Su, L., & Swanson, S. R. (2020). The service quality to subjective well-being of Chinese tourists connection: A model with replications. Current Issues in Tourism, 23(16), 2076–2092. https://doi.org/10.1080/13683500.2020.1755240
   Web of Science ®Google Scholar
• Huang, N., Burtch, G., Gu, B., Hong, Y., Liang, C., Wang, K., Yang, B., & Yang, B. (2019). Motivating user-generated content with performance feedback: Evidence from randomized field experiments. Management Science, 65(1), 327–345. https://doi.org/10.1287/mnsc.2017.2944
   Web of Science ®Google Scholar
• Huang, G. H., Chang, C. T., Bilgihan, A., & Okumus, F. (2020). Helpful or harmful? A double-edged sword of emoticons in online review helpfulness. Tourism Management, 81, 104135. https://doi.org/10.1016/j.tourman.2020.104135
   Web of Science ®Google Scholar
• Hu F and Trivedi R H. (2020). Mapping hotel brand positioning and competitive landscapes by text-mining user-generated content. International Journal of Hospitality Management, 84 102317 10.1016/j.ijhm.2019.102317
   Web of Science ®Google Scholar
• Ismail, A. B., & Jiang, H. (2019). Comparing service quality for long-haul low-cost carriers–Case for Asia and Australia Routes. Journal of Quality Assurance in Hospitality & Tourism, 20(6), 647–680. https://doi.org/10.1080/1528008X.2019.1580660
   Web of Science ®Google Scholar
• Ivars-Baidal, J., Solsona Monzonís, F. J., & Giner Sánchez, D. (2016). Gestión turística y tecnologías de la información y la comunicación (TIC): El nuevo enfoque de los destinos inteligentes. Documents d’Anàlisi Geogràfica, 62(2), 327–346. http://doi.org/10.5565/rev/dag.285
   Google Scholar
• Khawash, N., & Baksi, A. K. (2017). Assessing the impact of perceived destination-based service quality on tourist satisfaction and destination loyalty using TOURQUAL protocol. Asian Journal of Management, 8(3), 688–694. https://doi.org/10.5958/2321-5763.2017.00109.3
   Google Scholar
• Kim, J., Cui, Y. G., Choi, C., Lee, S. J., & Marshall, R. (2020). The influence of preciseness of price information on the travel option choice. Tourism Management, 79, 104012. https://doi.org/10.1016/j.tourman.2019.104012
   Web of Science ®Google Scholar
• Koc, E. (2020). Do women make better in tourism and hospitality? A conceptual review from a customer satisfaction and service quality perspective. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 402–429. https://doi.org/10.1080/1528008X.2019.1672234
   Web of Science ®Google Scholar
• Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
   Google Scholar
• Law, R., Leung, D., & Chan, I. C. C. (2019). Progression and development of information and communication technology research in hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(2), 511–534. https://doi.org/10.1108/IJCHM-07-2018-0586
   Web of Science ®Google Scholar
• Lee, J., & Kim, Y. K. (2020). Online reviews of restaurants: Expectation-confirmation theory. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 582–599. https://doi.org/10.1080/1528008X.2020.1712308
   Web of Science ®Google Scholar
• Leung, D. (2022). User-generated Content. In D. Buhalis (Ed.), Encyclopedia of Tourism Management and Marketing (pp. 274–276). Edward Elgar Publishing. https://doi.org/10.4337/9781800377486.user-generated.content
   Google Scholar
• Liang, S., Schuckert, M., & Law, R. (2019). How to improve the stated helpfulness of hotel reviews? A multilevel approach. International Journal of Contemporary Hospitality Management, 31(2), 953–977. https://doi.org/10.1108/IJCHM-02-2018-0134
   Web of Science ®Google Scholar
• Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468. https://doi.org/10.1016/j.tourman.2007.05.011
   Web of Science ®Google Scholar
• Litvin S W, Goldsmith R E and Pan B. (2018). A retrospective view of electronic word-of-mouth in hospitality and tourism management. IJCHM, 30(1), 313–325. https://doi.org/10.1108/IJCHM-08-2016-0461
   Google Scholar
• Liu, B. (2015). Sentiment analysis: Mining opinions, sentiments, and emotions. Cambridge University Press. https://doi.org/10.1017/CBO9781139084789
   Google Scholar
• Li, J., Xu, L., Tang, L., Wang, S., & Li, L. (2018). Big data in tourism research: A literature review. Tourism Management, 68, 301–323. https://doi.org/10.1016/j.tourman.2018.03.009
   Web of Science ®Google Scholar
• Lohmann, G., Lobo, H. A. S., Trigo, L. G. G., Valduga, V., Castro, R., de Freitas Coelho, M., Raimundo, S., Dalonso, Y., Gimenes-Minasse, M. H., Gosling, M. D. S., Lanzarini, R., Leal, S. R., Marques, O., Mayer, V. F., Moreira, J. C., de Moraes, L. A., Panosso Netto, A., Perinotto, A. R. C., Queiroz Neto, A., … Raimundo, S. (2021). Tourism in Brazil: From politics, social inequality, corruption and violence towards the 2030 Brazilian tourism agenda. Tourism Review, 77(1), 72–96. https://doi.org/10.1108/TR-07-2020-0323
   Web of Science ®Google Scholar
• Lu, W., & Stepchenkova, S. (2015). User-generated content as a research mode in tourism and hospitality applications: Topics, methods, and software. Journal of Hospitality Marketing & Management, 24(2), 119–154. https://doi.org/10.1080/19368623.2014.907758
   Web of Science ®Google Scholar
• Manes, E., & Tchetchik, A. (2018). The role of electronic word of mouth in reducing information asymmetry: An empirical investigation of online hotel booking. Journal of Business Research, 85, 185–196. https://doi.org/10.1016/j.jbusres.2017.12.019
   Web of Science ®Google Scholar
• Manoharan, A., & Singal, M. (2017). A systematic literature review of research on diversity and diversity management in the hospitality literature. International Journal of Hospitality Management, 66, 77–91. https://doi.org/10.1016/j.ijhm.2017.07.002
   Web of Science ®Google Scholar
• Marques, O., & Souza-Neto, V. (2022). Behavioural nudging. In D. Buhalis (Ed.), Encyclopedia of Tourism Management and Marketing (pp. 274–276). Edward Elgar Publishing. https://doi.org/10.4337/9781800377486.behavioural.nudging
   Google Scholar
• Matiza, T. (2022). Post-COVID-19 crisis travel behaviour: Towards mitigating the effects of perceived risk. Journal of Tourism Futures, 8(1), 99–108. https://doi.org/10.1108/JTF-04-2020-0063
   Web of Science ®Google Scholar
• Mayer, V. F., Machado, J. D. S., Marques, O., & Nunes, J. M. G. (2020). Mixed feelings? fluctuations in well-being during tourist travels. The Service Industries Journal, 40(1–2), 158–180. https://doi.org/10.1080/02642069.2019.1600671
   Web of Science ®Google Scholar
• Mazanec, J. A. (2010). Tourism-receiving countries in connotative Google space. Journal of Travel Research, 49(4), 501–512. https://doi.org/10.1177/0047287509349269
   Web of Science ®Google Scholar
• Mendes-Filho, L., Mills, A., Tan, F., & Milne, S. (2018). Empowering the traveler: An examination of the impact of user-generated content on travel planning. Journal of Travel & Tourism Marketing, 35(4), 425–436. https://doi.org/10.1080/10548408.2017.1358237
   Web of Science ®Google Scholar
• Miguéns, J., Baggio, R., & Costa, C. (2008). Social media and tourism destinations: TripAdvisor case study. Advances in Tourism Research, 26(28), 1–6. https://www.iby.it/turismo/papers/baggio-aveiro2.pdf
   Google Scholar
• Mondo, T. S. (2014). TOURQUAL: Proposta de um modelo de avaliação da qualidade de serviços em atrativos turísticos. Paco Editorial.
   Google Scholar
• Mondo, T. S. (2022). TOURQUAL protocol. In D. Buhalis (Ed.), Encyclopedia of tourism management and marketing. Edward. Elgar Publishing. 542–545. https://doi.org/10.4337/9781800377486.tourqual.protocol
   Google Scholar
• Mondo, T. S., & Fiates, G. G. S. (2017). Tourqual: Proposal of a protocol for quality evaluation on services at tourist attractions. Brazilian Business Review, 14(4), 448–465. https://doi.org/10.15728/bbr.2017.14.4.6
   Google Scholar
• Mondo, T. S., Hallmann, G., & Burg, O. (2018). The quality of services in two tourist districts of florianópolis-SC Brazil: A study using the Tourqual. Revista Iberoamericana de Turismo (RITUR), 8(1), 4–16. https://doi.org/10.2436/20.8070.01.75
   Google Scholar
• Mondo, T. S., Marques, O. R. B., & Gândara, J. M. G. (2020). Rio 2016 Olympics: Analysis of the tourist perception of quality using TOURQUAL. Tourism & Management Studies, 16(2), 26–34. https://doi.org/10.18089/tms.2020.160203
   Web of Science ®Google Scholar
• Mondo, T. S., Perinotto, A. R. C., & Souza-Neto, V. (2022). A user-generated content analysis on the quality of restaurants using the Tourqual model. Journal of Global Business Insights, 7(1), 1–15. https://doi.org/10.5038/2640-6489.7.1.1172
   Google Scholar
• Mondo, T. S., Silva, F. V. C., & Martins, A. I. (2016). Services quality in museums: The perception of visitors of Santa Catarina historical museum. Revista Eletrônica de Administração e Turismo, 8(4), 890–909. https://doi.org/10.15210/reat.v8i4.71081
   Google Scholar
• Mondo, T. S., Talini, M. C., & Fiates, G. G. S. (2016). The services quality on tourism attractions of Florianópolis in the light of experience tourism theory. Revista de Turismo Contemporâneo, 4(2). https://doi.org/10.21680/2357-8211.2016v4n2ID8302
   Google Scholar
• Münscher, R., Vetter, M., & Scheuerle, T. (2016). A review and taxonomy of choice architecture techniques. Journal of Behavioral Decision Making, 29(5), 511–524. https://doi.org/10.1002/bdm.1897
   Web of Science ®Google Scholar
• Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
   Web of Science ®Google Scholar
• Oliveira, B., & Casais, B. (2018). The importance of user-generated photos in restaurant selection. Journal of Hospitality and Tourism Technology, 10(1), 2–14. https://doi.org/10.1108/JHTT-11-2017-0130
   Web of Science ®Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
   Web of Science ®Google Scholar
• OSAC, Overseas Security Advisory Council. (2020, April, 28). Portugal 2020 OSAC crime & safety report: https://www.osac.gov/Country/Portugal/Content/Detail/Report/3e50b674-78b2-4997-8950-188df6d2cadf.
   Google Scholar
• Park, S., Kim, Y. R., & Ho, C. S. T. (2022). Analysis of travel mobility under Covid-19: Application of network science. Journal of Travel & Tourism Marketing, 39(3), 335–352. https://doi.org/10.1080/10548408.2022.2089954
   Web of Science ®Google Scholar
• Pérez Guilarte, Y., & Lois González, R. C. (2018). Sustainability and visitor management in tourist historic cities: The case of Santiago de Compostela, Spain. Journal of Heritage Tourism, 13(6), 489–505. https://doi.org/10.1080/1743873X.2018.1435665
   Web of Science ®Google Scholar
• Prasad, B. D. (2018). Content Analysis. A Method in Social Science Research. In L. Das (Ed.), Research Methods for Social Work. Raswat Publications. 1–20.
   Google Scholar
• Purnawirawan, N., Eisend, M., De Pelsmacker, P., & Dens, N. (2015). A meta-analytic investigation of the role of valence in online reviews. Journal of Interactive Marketing, 31, 17–27. https://doi.org/10.1016/j.intmar.2015.05.001
   Web of Science ®Google Scholar
• Qi, S., Wong, C. U. I., Chen, N., Rong, J., & Du, J. (2018). Profiling Macau cultural tourists by using user-generated content from online social media. Information Technology & Tourism, 20(1–4), 217–236. https://doi.org/10.1007/s40558-018-0120-0
   Web of Science ®Google Scholar
• Rasoolimanesh, S. M., Seyfi, S., Rather, R. A., & Hall, C. M. (2021). Investigating the mediating role of visitor satisfaction in the relationship between memorable tourism experiences and behavioral intentions in heritage tourism context. Tourism Review, 77(2), 687–709. https://doi.org/10.1108/TR-02-2021-0086
   Web of Science ®Google Scholar
• Rasoolimanesh, S. M., Wang, M., Roldán, J. L., & Kunasekaran, P. (2021). Are we in right path for mediation analysis? Reviewing the literature and proposing robust guidelines. Journal of Hospitality and Tourism Management, 48, 395–405. https://doi.org/10.1016/j.jhtm.2021.07.013
   Web of Science ®Google Scholar
• RBOT, Brazilian Network of Tourism Observatories (2021, December 21) National survey of quality assessment of tourist services. [Video]. YouTube. https://www.youtube.com/watch?v=-Yfa8rfWkb4
   Google Scholar
• Sammon, J. W. (1969). A nonlinear mapping for data structure analysis. IEEE Transactions on Computers, 100(5), 401–409. https://doi.org/10.1109/T-C.1969.222678
   Google Scholar
• Santos, F. A. N., & Souza Neto, V. R. (2022). Price Fairness. In D. Buhalis (Ed.), Encyclopedia of Tourism Management and Marketing (pp. 563–565). Edward Elgar Publishing. https://doi.org/10.4337/9781800377486.price.fairness
   Google Scholar
• Santos, S. R., Souza Neto, V. R., Pereira, L. R. S., Gândara, J. M. G., & da Silva, S. R. X. (2016). Smart destination: Accessibility at the heritage city of São Luís-Maranhão, a study about online reputation based in trip advisor. Marketing & Tourism Review, 1(2), 1–27. https://doi.org/10.29149/mtr.v1i2.3843
   Google Scholar
• Shi, P. P., & Hu, Y. (2020). Service quality assessment of travel agency O2O model based on improved evidence theory. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 524–541. https://doi.org/10.1080/1528008X.2020.1712305
   Web of Science ®Google Scholar
• Shyju, P. J., Singh, K., Kokkranikal, J., Bharadwaj, R., Rai, S., & Antony, J. (2021). Service quality and customer satisfaction in hospitality, leisure, sport and tourism: An assessment of research in Web of Science. Journal of Quality Assurance in Hospitality & Tourism, 1–27. https://doi.org/10.1080/1528008X.2021.2012735
   Web of Science ®Google Scholar
• Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117, 312–321. https://doi.org/10.1016/j.jbusres.2020.06.015
   PubMed Web of Science ®Google Scholar
• Souza, J., Mendes-Filho, L., & Buhalis, D. (2020). Evaluating the effectiveness of tourist advertising to improve the competitiveness of destinations. Tourism Economics, 26(6), 1001–1020. https://doi.org/10.1177/1354816619846748
   Web of Science ®Google Scholar
• Souza Neto, V. R., & Marques, O. (2021). Rural tourism fostering welfare through sustainable development: A conceptual approach. In A. R. C. Perinotto, V. F. Mayer, & J. R. R. Soares (Eds.), Rebuilding and restructuring the tourism industry: Infusion of happiness and quality of life (pp. 38–57). IGI Global. https://doi.org/10.4018/978-1-7998-7239-9.ch003
   Google Scholar
• Souza-Neto, V., Marques, O., Mayer, V. F., & Lohmann, G. (2022). Lowering the harm of tourist activities: A systematic literature review on nudges. Journal of Sustainable Tourism, 1–22. https://doi.org/10.1080/09669582.2022.2036170
   Web of Science ®Google Scholar
• Souza Neto, V. R., Viana, J. P., Melo, C. A. A., & Lins, B. (2019). Leisure in public spaces in Rio de Janeiro: Preliminary results of the content analysis of the online reviews on tripadvisor of the olympic boulevard. In C.L. Gomes, M. C. Rosa, F. Cruz Santos, & G. B. Pinto (Eds.), Coletânea do I Colóquio Interdisciplinar de Estudos do Lazer. Editora UFMG. (pp. 293–300).
   Google Scholar
• Stebbins, R. A. (1996). Cultural tourism as serious leisure. Annals of Tourism Research, 23(4), 948–950. https://doi.org/10.1016/0160-7383(96)00028-X
   Web of Science ®Google Scholar
• Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. The Cornell Hotel and Restaurant Administration Quarterly, 36(2), 5–60. https://doi.org/10.1177/001088049503600226
   Google Scholar
• Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative online reviews. Tourism Management, 69, 214–222. https://doi.org/10.1016/j.tourman.2018.06.020
   Web of Science ®Google Scholar
• Tavares D. E. S., Santos L. P. and Mondo T. S. (2022). Chegando bem ao Cristo Redentor? Uma análise da qualidade do Trem do Corcovado (RJ) pelo método TOURQUAL. Revista Turismo Contempoâneo, 10(3), 493–515. https://doi.org/10.21680/2357-8211.2022v10n3ID26133
   Google Scholar
• Teichert, T., Sun, H., & González-Martel, C. (2021). Sequence effects of city tour experiences: A tourism fatigue perspective. Journal of Destination Marketing & Management, 21, 100646. https://doi.org/10.1016/j.jdmm.2021.100646
   Web of Science ®Google Scholar
• Timoshenko, A., & Hauser, J. R. (2019). Identifying customer needs from user-generated content. Marketing Science, 38(1), 1–20. https://doi.org/10.1287/mksc.2018.1123
   Web of Science ®Google Scholar
• Tomé, M. (2018). Factores restrictivos del turismo: La percepción de la demanda real y potencial sobre la seguridad pública en Rio de Janeiro (Brasil). Estudios y perspectivas en turismo, 27(4), 968–984. https://www.estudiosenturismo.com.ar/PDF/V27/N04/v27n4a11.pdf
   Google Scholar
• TripAdvisor. (2019) TripBarometer Global Report: 2017-2018. 2017-2018: https://www.tripadvisor.com/TripAdvisorInsights/w4594
   Google Scholar
• Tscheu, F., & Buhalis, D. (2016). Augmented reality at cultural heritage sites. In Inversini, A., & Schegg, R. Information and communication technologies in tourism 2016 (pp. 607–619). Springer. https://doi.org/10.1007/978-3-319-28231-2_44
   Google Scholar
• Tuncer, İ., Unusan, C., & Cobanoglu, C. (2021). Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of Quality Assurance in Hospitality & Tourism, 22(4), 447–475. https://doi.org/10.1080/1528008X.2020.1802390
   Web of Science ®Google Scholar
• Ukpabi, D. C., & Karjaluoto, H. (2018). What drives travelers’ adoption of user-generated content? A literature review. Tourism Management Perspectives, 28, 251–273. https://doi.org/10.1016/j.tmp.2018.03.006
   Web of Science ®Google Scholar
• Unesco, United Nations Educational, Scientific and Cultural Organization. (2002). WHC-02/CONF.202/25. Decisions adopted by the 26th session of the world heritage committee, Unesco.
   Google Scholar
• Van Dijck, J. (2009). Users like you? Theorising agency in user-generated content. Media, Culture & Society, 31(1), 41–58. https://doi.org/10.1177/0163443708098245
   Web of Science ®Google Scholar
• Van Mierlo, T. (2014). The 1% rule in four digital health social networks: An observational study. Journal of Medical Internet Research, 16(2), e33. https://doi.org/10.2196/jmir.2966
   PubMed Web of Science ®Google Scholar
• Viana, J. P., Mayer, V. F., & Souza Neto, V. R. (2020). Experience sharing about hotels on TripAdvisor. Marketing & Tourism Review, 5(1), 1–27. https://doi.org/10.29149/mtr.v5i1.5907
   Google Scholar
• Villacé-Molinero, T., Fernández-Muñoz, J. J., Orea-Giner, A., & Fuentes-Moraleda, L. (2021). Understanding the new post-COVID-19 risk scenario: Outlooks and challenges for a new era of tourism. Tourism Management, 86(104324), 1–11. https://doi.org/10.1016/j.tourman.2021.104324
   Google Scholar
• Weaver, D., Lew, A. A., Hall, C. M., & Williams, A. M (2014). The Sustainable Development of Tourism . In A. A. Lew, C. M. Hall, A. M Williams (eds.), The Wiley Blackwell Companion to Tourism (pp. 524–533 / 42). John Wiley & Sons.
   Google Scholar
• Wen, J., Kozak, M., Yang, S., & Liu, F. (2020). COVID-19: Potential effects on Chinese citizens’ lifestyle and travel. Tourism Review, 76(1), 74–87. https://doi.org/10.1108/TR-03-2020-0110
   Web of Science ®Google Scholar
• Wen, T., Leung, X. Y., Li, B., & Hu, L. (2021). Examining framing effect in travel package purchase: An application of double-entry mental accounting theory. Annals of Tourism Research, 90(103265), 1–16. https://doi.org/10.1016/j.annals.2021.103265
   Google Scholar
• Widyawati, R. S., Irawan, H., & Ghina, A. (2021). Content analysis of tourist opinion based on tourism quality (TOURQUAL) by Text mining online reviews: The case of Borobudur. Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI. Indonesia. ICoSMI. https://doi.org/10.4108/eai.14-9-2020.2304462
   Google Scholar
• Wijetunge, W. A. D. S. (2016). Service quality, competitive advantage and business performance in service providing SMEs in Sri Lanka. International Journal of Scientific and Research Publications, 6(7), 720–728.
   Google Scholar
• Wu, H. C., & Li, T. (2017). A study of experiential quality, perceived value, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists. Journal of Hospitality & Tourism Research, 41(8), 904–944. https://doi.org/10.1177/1096348014525638
   Web of Science ®Google Scholar
• Xiang, Z. (2018). From digitisation to the age of acceleration: On information technology and tourism. Tourism Management Perspectives, 25, 147–150. https://doi.org/10.1016/j.tmp.2017.11.023
   Web of Science ®Google Scholar
• Yang, C. H., Lin, H. L., & Han, C. C. (2010). Analysis of international tourist arrivals in China: The role of world heritage sites. Tourism Management, 31(6), 827–837. https://doi.org/10.1016/j.tourman.2009.08.008
   PubMed Web of Science ®Google Scholar
• Zhang, Z., Liang, S., Li, H., & Zhang, Z. (2019). Booking now or later: Do online peer reviews matter? International Journal of Hospitality Management, 77, 147–158. https://doi.org/10.1016/j.ijhm.2018.06.024
   Web of Science ®Google Scholar