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Beyond Quality of Service: Exploring What Tourists Really Value

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Exploring Services Science (IESS 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 279))

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Abstract

Experience economy is the last segment in the growth of economic value. After the appearance of services and the quality assurance culture, experience design and management point to experience quality as the new way to assess what the customer really values. Focusing on tourism industry, the present article compares a wide sample of tourists’ numerical scores and verbal assessments, analyzed with a sentiment analysis engine. The objective is to acquire a deeper knowledge of the concept of experience quality to find out what the tourist really values.

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Acknowledgement

The authors of this paper would like to express their gratitude to Bitext for providing the sentiment analysis technology that made possible the data exploration.

Author information

Authors and Affiliations

  1. Centro Superior de Estudios Universitarios La Salle, Madrid, Spain

    Jesús Alcoba

  2. De La Salle University-Dasmariñas, Dasmariñas, Philippines

    Susan Mostajo, Rowell Paras & Romano Angelico Ebron

Authors
  1. Jesús Alcoba
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  2. Susan Mostajo
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  3. Rowell Paras
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  4. Romano Angelico Ebron
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Corresponding author

Correspondence to Jesús Alcoba .

Editor information

Editors and Affiliations

  1. Faculty of Economics, eCampus University, Rome, Italy

    Stefano Za

  2. Department of Automatic Control and System Engineering, University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Università Cattolica del Sacro Cuore, Milan, Italy

    Maurizio Cavallari

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Alcoba, J., Mostajo, S., Paras, R., Ebron, R.A. (2017). Beyond Quality of Service: Exploring What Tourists Really Value. In: Za, S., Drăgoicea, M., Cavallari, M. (eds) Exploring Services Science. IESS 2017. Lecture Notes in Business Information Processing, vol 279. Springer, Cham. https://doi.org/10.1007/978-3-319-56925-3_21

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  • DOI: https://doi.org/10.1007/978-3-319-56925-3_21

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-56924-6

  • Online ISBN: 978-3-319-56925-3

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