36187

Alexandre Meira de Vasconcelos
Alvaro Guillermo Rojas Lezana

Revista de Administração da UFSM

Este artigo apresenta uma revisão de literatura sobre a qualidade em serviços turísticos baseada em artigos de periódicos em bases de dados indexadas. Os documentos foram selecionados em quinze bases, filtrados por métodos arbitrados pelos autores e 105 artigos resultantes foram lidos integralmente e avaliados pelo método de análise de conteúdo. Entre os resultados principais estão uma matriz conceitual para a qualidade de serviços turísticos e um conjunto de lacunas e oportunidades para pesquisas futuras. Os resultados mais relevantes estão (1) a definição da relação de causalidade entre a qualidade dos serviços e a lealdade do turista ao destino turístico; (2) há diferenças entre o comprador do serviço e o indivíduo que consome o serviço turístico e a literatura não faz um tratamento diferenciado (3) baixa produção teórica sobre o tema, o que abre espaço para futuras pesquisas na área; (4) a pesquisa sobre qualidade em serviços turísticos é sustentada em teorias oriundas do marketing, e carecem da contribuição de outras áreas do conhecimento; (5) o uso excessivo de modelos generalistas para medição da qualidade, tal como o SERVQUAL; (6) excesso de estudos empíricos com equívocos metodológicos provocados por amostragens cientificamente inconsistentes; (7) medição da qualidade centrada na percepção do cliente, centrada na reação imediata ao evento vivido e desconsidera os múltiplos elementos da cadeia de suprimentos do trade turístico.

análise de conteúdo, qualidade em serviços, turismo

VASCONCELOS, A. M.; LEZANA, A. G. R. Teoria e prática na pesquisa sobre qualidade em serviços turísticos em periódicos internacionais: uma revisão de literatura de 2002 a 2012. Revista de Administração da UFSM, v. 7, n. 3, p. 486-505, 2014.

Vasconcelos, A. M., & Lezana, A. G. R. (2014). Teoria e prática na pesquisa sobre qualidade em serviços turísticos em periódicos internacionais: uma revisão de literatura de 2002 a 2012. Revista de Administração da UFSM, 7(3), 486-505.

10.5902/198346598045

https://www.spell.org.br/documentos/ver/36187/teoria-e-pratica-na-pesquisa-sobre-qualidade-em-servicos-turisticos-em-periodicos-internacionais--uma-revisao-de-literatura-de-2002-a-2012/i/pt-br

Artigo

Português

ALBACETE-SÁEZ, C. A.; FUENTES-FUENTES, M. M.; LLORÉNS-MONTES, F. J. Service quality measurement in rural accommodation. Annals of Tourism Research, v. 34, n. 1, p. 45-65, 2007.

AL-ROUSAN, M. R.; MOHAMED, B. Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. World Academy of Science, Engineering and Technology, v. 67, p. 216-222, 2010.

ALVAREZ, M. J. et al. Quality management in hotels in the Basque Country. International Journal of Quality and Service Sciences, v. 4, n. 1, p. 51-60, 2012.

ASSAF, A. G.; CVELBAR, L. K. The performance of the Slovenian hotel industry: Evaluation post-privatisation. International Journal of Tourism Research, v. 12, n. 5, p. 462-471, 2010.

AZEVEDO, M. S., MARTINS, C. B., PIZZINATTO, N. K., FARAH, O. E.. Segmentação no setor turístico: o turista LGBT de São Paulo. Revista de Administração da UFSM, v. 5, n. 3, p. 493-506, 2012.

BARBETTA, P. A.; REIS, M. M.; BORNIA, A. C. Estatística para cursos de engenharia e informática. 3ª ed. São Paulo-SP: Atlas, 2010.

BARDIN, L. Análise de Conteúdo. São Paulo: Edições 70, 2011.

BENÍTEZ, J. M.; MARTÍN, J. C.; ROMÁN, C. Using fuzzy number for measuring quality of service in the hotel industry. Tourism Management, v. 28, n. 2, p. 544-555, 2007.

BERENSON, M. L. et al. Estatística: teoria e aplicações usando microsoft excel em português. Rio de Janeiro: LTC Livros Técnicos e Científicos Editora 2005.

BIGNÉ, J. E. et al. Quality Market Orientation: Tourist Agencies’ Perceived Effects. Annals of Tourism Research, v. 32, n. 4, p. 1022-1038, 2005.

BOWEN, D.; CLARKE, J. Reflections on tourist satisfaction research: Past, present and future. Journal of Vacation Marketing, v. 8, n. 4, p. 297-308, September 1, 2002.

BOWIE, D.; CHANG, J. C. Tourist satisfaction: A view from a mixed international guided package tour. Journal of Vacation Marketing, v. 11, n. 4, p. 303-322, October, 2005.

BRASIL. CADASTUR: Sistema de Cadastro de pessoas físicas e jurídicas que atuam no setor do turismo. Brasília-DF, 2012. Disponível em: . Acesso em:10 de Março de 2012.

BRIDA, J. G.; GARRIDO, N.; DEVESA, M. J. S. Cruise passengers’ satisfaction: Cartagena de Indias. Benchmarking: An International Journal, v. 19, n. 1, p. 52-69, 2012.

BRUNNER-SPERDIN, A.; PETERS, M. What Influences Guests’ Emotions? The Case of High-quality Hotels. International Journal of Tourism Research, v. 11, n. 2, p. 171-183, 2009.

CAMPO, S.; YAGÜE, M. J. Exploring nonlinear effects of determinants on tourists’ satisfaction. International Journal of Culture, Tourism and Hospitality Research, v. 3, n. 2, p. 127-138, 2009.

CÂNDIDO, C. J. F. Service quality strategy implementation: A model and the case of the Algarve hotel industry. Total Quality Management and Business Excellence, v. 16, n. 1, p. 3-14, 2005.

CHANG, J.C. Taiwanese tourists’ perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions. Journal of Vacation Marketing, v. 15, n. 2, p. 165-178, April, 2009.

CHANG, J.C. Tourists’ Satisfaction Judgments: An Investigation of Emotion, Equity, and Attribution. Journal of Hospitality & Tourism Research, v. 32, n. 1, p. 108-134, February 1, 2008.

CHAPMAN, J. A.; LOVELL, G. The competency model of hospitality service: why it doesn’t deliver. International Journal of Contemporary Hospitality Management, v. 18, n. 1, p. 78-88, 2006.

CHEN, C. F.; CHEN, F. S. Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, v. 31, n. 1, p. 29-35, Feb 2010.

CHIU, C.-K. Understanding relationship quality and online purchase intention in e-tourism: A qualitative application. Quality & Quantity, v. 43, n. 4, p. 669-675, 2009.

CHIU, Y. H.; WU, M. F. Performance evaluation of international tourism hotels in Taiwan Application of context-dependent DEA. INFOR, v. 48, n. 3, p. 155-170, 2010.

CHUNG, T.; LAW, R. Developing a performance indicator for hotel websites. International Journal of Hospitality Management, v. 22, n. 1, p. 119-125, 2003.

CLERIDES, S.; NEARCHOU, P.; PASHARDES, P. Intermediaries as quality assessors: Tour operators in the travel industry. International Journal of Industrial Organization, v. 26, n. 1, p. 372-392, 2008.

COVIELLO, N.; WINKLHOFER, H.; HAMILTON, K. Marketing Practices and Performance of Small Service Firms. Journal of Service Research, v. 9, n. 1, p. 38-58, August, 2006.

CRISTEA, A. A. The reasssesment of the service quality system within the romanian hotel industry A premise for increasing the competition of the tourist offer. Quality Management in Services, v. 26, n. 1, p. 451-461, 2009.

CROTTS, J. C.; FORD, R. C.; HEUNG, V. C. S.; NGAI, E. W. T. Organizational alignment and hospitality firm performance. International Journal of Culture, Tourism and Hospitality Research, v. 3, n. 1, p. 3-12, 2009.

DENG, W. Using a revised importanceperformance analysis approach: The case of Taiwanese hot springs tourism. Tourism Management, v. 28, n. 5, p. 1274-1284, 2007.

ERAQI, M. I. Integrated quality management and sustainability for enhancing the competitiveness of tourism in Egypt. International Journal of Services and Operations Management, v. 5, n. 1, p. 14-28, 2009.

ERAQI, M. I.. Tourism services quality (TourServQual) in Egypt: The viewpoints of external and internal customers. Benchmarking: An International Journal, v. 13, n. 4, p. 469-492, 2006.

FACHIN, G. R. B.; HILLESHEIM, A. I. A. Periódico científico: padronização e organização. Florianópolis: Editora da UFSC, 2006.

FAULLANT, R.; MATZLER, K.; FÜLLER, J. The impact of satisfaction and image on loyalty: the case of Alpine ski resorts. Managing Service Quality, v. 18, n. 2, p. 163-178, 2008.

FINSTERWALDER, J.; TUZOVIC, S. Quality in group service encounters A theoretical exploration of the concept of a simultaneous multi-customer co-creation process. Managing Service Quality, v. 20, n. 2, p. 109-122, 2010.

FLEISCHER, A.; RIVLIN, J. More or Better?: Quantity and Quality Issues in Tourism Consumption. Journal of Travel Research, v. 47, n. 3, p. 285-294, 2009.

FLETCHER, S. M.; MAHARAJ, S. R.; JAMES, K. Description of the Food Safety System in Hotels and How It Compares With HACCP Standards. Journal of Travel Medicine, v. 16, n. 1, p. 35-41, 2009.

GALLARZA, M. G.; GIL, I. The concept of value and its dimensions: a tool for analysing tourism experiences. Tourism Review, v. 63, n. 3, p. 4-20, 2008.

GARCÍA, M. L.; PICOS, A. P. La calidad percibida como determinante de tipologías de clientes y su relación con la satisfacción: Aplicación a los servicios hoteleros. Revista Europea de Dirección y Economía de la Empresa, v. 18, n. 3, p. 189-210, 2009.

GILBERT, D.; GAO, Y. A Failure of UK Travel Agencies to Strengthen Zones of Tolerance. Tourism and Hospitality Research, v. 5, n. 4, p. 306-321, August, 2005.

GOLEMBSKI, G. The impact of modern management methods on hotel operational performance. Tourism Review, v. 62, n. 2, p. 31-36, 2007.

GONÇALVES FILHO, C. et al. Lealdade intencional e comportamento: influências contextuais e individuais no setor de telefonia móvel pós-paga. Revista de Administração da UFSM, v. 3, n. 3, p. 441-458, 2010.

GU, Z. The Chinese lodging industry: problems and solutions. International Journal of Contemporary Hospitality Management, v. 15, n. 7, p. 386-392, 2003.

HABER, S.; REICHEL, A. Identifying performance measures of small ventures The case of the tourism industry. Journal of Small Business Management, v. 43, n. 3, p. 257-286, 2005.

HAI-YAN, K.; BAUM, T. Skills and work in the hospitality sector: The case of hotel front office employees in China. International Journal of Contemporary Hospitality Management, v. 18, n. 6, p. 509-518, 2006.

HERNÁNDEZ-MAESTRO, R. M.; MUÑOZGALLEGO, P. A.; SANTOS-REQUEJO, L. SmallBusiness Owners’ Knowledge and Rural Tourism Establishment Performance in Spain. Journal of Travel Research, v. 48, n. 1, p. 58-77, 2009.

HE, Y.; SONG, H. A Mediation Model of Tourists’ Repurchase Intentions for Packaged Tour Services. Journal of Travel Research, v. 47, n. 3, p. 317-331, February 1, 2009.

HO, C. I.; LEE, Y. L. The development of an e-travel service quality scale. Tourism Management, v. 28, n. 6, p. 1434-1449, 2007.

HÖGSTRÖM, C.; ROSNER, M.; GUSTAFSSON, A. How to create attractive and unique customer experiences: An application of Kano’s theory of attractive quality to recreational tourism. Marketing Intelligence & Planning, v. 28, n. 4, p. 385-402, 2010.

HOLJEVAC, I. A. Business ethics in tourism As a dimension of TQM. Total Quality Management and Business Excellence, v. 19, n. 10, p. 1029-1041, 2008.

HSIEH, L. F.; LIN, L. H. A performance evaluation model for international tourist hotels in TaiwanAn application of the relational network DEA. International Journal of Hospitality Management, v. 29, n. 1, p. 14-24, Mar 2010.

HUANG, L. Strategic orientation and performance measurement model in Taiwan’s travel agencies. Service Industries Journal, v. 28, n. 10, p. 1357-1383, 2008.

HUAN, T. C.; BEAMAN, J.; SHELBY, L. B. Using action-grids in tourism management. Tourism Management, v. 23, n. 3, p. 255-264, 2002.

HUDSON, S.; HUDSON, P.; MILLER, G. A. The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison. Journal of Travel Research, v. 42, n. 3, p. 305-312, 2004.

HWANG, L.-J. J.; LOCKWOOD, A. Understanding the challenges of implementing best practices in hospitality and tourism SMEs. Benchmarking: An International Journal, v. 13, n. 3, p. 337-354, 2006.

JUWAHEER, T. D.; ROSS, D. L. A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management, v. 15, n. 2, p. 105-115, 2003.

KILIC, H.; OKUMUS, F. Factors influencing productivity in small island hotels: Evidence from Northern Cyprus. International Journal of Contemporary Hospitality Management, v. 17, n. 4, p. 315-331, 2005.

KIM, J. H.; RITCHIE, J. R. B.; MCCORMICK, B. Development of a Scale to Measure Memorable Tourism Experiences. Journal of Travel Research, v. 51, n. 1, p. 12-25, 2012.

KRAMBIA-KAPARDIS, M.; THOMAS, A. Hospitality industry in Cyprus: the significance of intangibles. International Journal of Contemporary Hospitality Management, v. 18, n. 1, p. 6-24, 2006.

KVIST, A.-K. J.; KLEFSJÖ, B. Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location. Managing Service Quality, v. 16, n. 5, p. 520-537, 2006.

LAW, R.; BAI, B. How do the preferences of online buyers and browsers differ on the design and content of travel websites? International Journal of Contemporary Hospitality Management, v. 20, n. 4, p. 388-400, 2008.

LIN, C.-T.; LEE, C.; CHEN, W. Y. Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary. Service Industries Journal, v. 29, n. 3, p. 281-296, 2009.

LIN, L.-Z.; CHEN, W.-C.; CHANG, T.-J. Using FQFD to analyze island accommodation management in fuzzy linguistic preferences. Expert Systems with Applications, v. 38, n. 6, p. 7738-7745, 2011.

LIN, W.B. An empirical of service quality model from the viewpoint of management. Expert Systems with Applications, v. 32, n. 2, p. 364-375, 2007a.

LIN, W.B. The exploration of customer satisfaction model from a comprehensive perspective. Expert Systems with Applications, v. 33, n. 1, p. 110-121, 2007b.

MAK, B. L. M. ISO certification in the tour operator sector. International Journal of Contemporary Hospitality Management, v. 23, n. 1, p. 115-130, 2011.

MASON, P.; AUGUSTYN, M.; SEAKHOA-KING, A. Exploratory Study in Tourism: Designing an Initial, Qualitative Phase of Sequenced, Mixed Methods Research. International Journal of Tourism Research, v. 12, n. 5, p. 432-448, SepOct 2010.

MENG, F.; TEPANON, Y.; UYSAL, M. Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort. Journal of Vacation Marketing, v. 14, n. 1, p. 41-56, January, 2008.

MICHOPOULOU, E.; BUHALIS, D. Performance measures of net-enabled hypercompetitive industries: The case of tourism. International Journal of Information Management, v. 28, n. 3, p. 168-180, 2008.

MILLÁN, Á.; ESTEBAN, A. Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, v. 25, n. 5, p. 533-546, 2004.

MOLINER, M. A. et al. Relationship Quality with a Travel Agency: The Influence of the Postpurchase Perceived Value of a Tourism Package. Tourism and Hospitality Research, v. 7, n. 3-4, p. 194-211, September 1, 2007.

MOLINER-VELÁZQUEZ, B.; GIL-SAURA, I.; RUIZMOLINA, M.-E. Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents. Journal of Vacation Marketing, v. 17, n. 1, p. 65-81, January 1, 2011.

MOON, K. S. et al. The influence of consumer’s event quality perception on destination image. Managing Service Quality, v. 21, n. 3, p. 287-303, 2011.

MORRISON, A.; TEIXEIRA, R. Small business performance: a tourism sector focus. Journal of Small Business and Enterprise Development, v. 11, n. 2, p. 166-173, 2004.

MUSGRAVE, J. Moving towards responsible events management. Worldwide Hospitality and Tourism Themes, v. 3, n. 3, p. 258-274, 2011.

NADIRI, H.; HUSSAIN, K. Diagnosing the zone of tolerance for hotel services. Managing Service Quality, v. 15, n. 3, p. 259-277, 2005a.

NADIRI, H.; HUSSAIN, K. Perceptions of service quality in North Cyprus hotels. International Journal of Contemporary Hospitality Management, v. 17, n. 6, p. 469-480, 2005b.

NARAYAN, B.; RAJENDRAN, C.; SAI, L. P. Scales to measure and benchmark service quality in tourism industry: A second-order factor approach. Benchmarking: An International Journal, v. 15, n. 4, p. 469-493, 2008.

NUSAIR, K.; KANDAMPULLY, J. The antecedents of customer satisfaction with online travel services: A conceptual model. European Business Review, v. 20, n. 1, p. 4-19, 2008.

PAO, H. W.; WU, H. L.; PAN, W. H. How does a new institution spread? Travel agencies’ adoption of the service quality assurance programme. Service Industries Journal, v. 30, n. 7, p. 1047-1061, 2010.

PARASURAMAN, A.; ZEITHAML, V.; BERRY, L. L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, v. 64, n. 1, p. 12-40, 1988.

PAWITRA, T. A.; TAN, K. C. Tourist satisfaction in Singapore – a perspective from Indonesian tourists. Managing Service Quality, v. 13, n. 5, p. 399-411, 2003.

PHILLIPS, P.; LOUVIERIS, P. Performance Measurement Systems in Tourism, Hospitality, and Leisure Small Medium-Sized Enterprises: A Balanced Scorecard Perspective. Journal of Travel Research, v. 44, n. 2, p. 201-211, 2005.

POON, W.-C.; LOW, K. L.-T. Are travellers satisfied with Malaysian hotels? International Journal of Contemporary Hospitality Management, v. 17, n. 3, p. 217-227, 2005.

PRESBURY, R.; FITZGERALD, A.; CHAPMAN, R. Impediments to improvements in service quality in luxury hotels. Managing Service Quality, v. 15, n. 4, p. 357-373, 2005.

PYO, S. Measuring tourism chain performance. Service Industries Journal, v. 30, n. 10, p. 1669-1682, 2010.

QUINTAL, V. A.; POLCZYNSKI, A. Factors influencing tourists’ revisit intentions. Asia Pacific Journal of Marketing and Logistics, v. 22, n. 4, p. 554-578, 2010.

RAMANATHAN, R. An exploratory study of marketing, physical and people related performance criteria in hotels. International Journal of Contemporary Hospitality Management, v. 24, n. 1, p. 44-61, 2012.

RAMSARAN-FOWDAR, R. R. Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, v. 13, n. 1, p. 19-27, January, 2007.

REZENDE PINTO, M.; LARA, J. E. O que se publica sobre comportamento do consumidor no Brasil, afinal? Revista de Administração da UFSM, v. 1, n. 3, 2009.

RILEY, M. Role interpretation during service encounters: A critical review of modern approaches to service quality management. International Journal of Hospitality Management, v. 26, n. 2, p. 409-420, 2007.

RODRÍGUEZ DEL BOSQUE, I. et al. A framework for tourist expectations. International Journal of Culture, Tourism and Hospitality Research, v. 3, n. 2, p. 139-147, 2009.

SAFFU, K. OBENG APORI, S., ELIJAH-MENSAH, A., & AHUMATAH, J. The contribution of human capital and resource-based view to smalland medium-sized tourism venture performance in Ghana. International Journal of Emerging Markets, v. 3, n. 3, p. 268-284, 2008.

SAINAGHI, R. A meta-analysis of hotel performance. Continental or worldwide style? Tourism Review, v. 65, n. 3, p. 46-69, 2010.

SALAZAR, A.; COSTA, J.; RITA, P. A service quality evaluation scale for the hospitality sector: Dimensions, attributes and behavioural intentions. Worldwide Hospitality and Tourism Themes, v. 2, n. 4, p. 383-397, 2010.

SHEPARD, L. A. The centrality of test use and consequences for test validity. Educational Measurement: Issues and Practice, v. 16, n. 2, p. 5-24, 1997.

SHONK, D. J.; CHELLADURAI, P. Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism. Journal of Sport Management, v. 22, n. 5, p. 587-602, 2008.

SIRIRAK, S.; ISLAM, N.; KHANG, D. B. Does ICT adoption enhance hotel performance? Journal of Hospitality and Tourism Technology, v. 2, n. 1, p. 34-49, 2011.

SOZUER, A. Self assessment as a gate to performance improvement: A study on hospitality management in Turkey. Procedia Social and Behavioral Sciences, v. 24, n. 0, p. 1090-1097, 2011.

STANCIU, P.; HAPENCIUC, V. Reliability and flexibility in the quality management of tourism products. Amfiteatru Economic, v. 11, n. 26, p. 482-494, 2009.

SVARI, S. et al. A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry. Managing Service Quality, v. 20, n. 1, p. 26-45, 2010.

TAPLIN, R. H. The value of self-stated attribute importance to overall satisfaction. Tourism Management, v. 33, n. 2, p. 295-304, Apr 2012.

TEODORESCU, N.; STANCIOIU, A. F.; MITU, A. Considerations regarding quality management in services as a marketing instrument for increasing customers’ satisfaction in tourism products. Amfiteatru Economic, v. 11, n. 26, p. 412-418, Jun 2009.

TIEDEMANN, N.; VAN BIRGELE, M.; SEMEIJN, J. Increasing hotel responsiveness to customers through information sharing. Tourism Review, v. 64, n. 4, p. 12-26, 2009.

TSANG, N. K.-F.; AP, J. Tourists’ Perceptions of Relational Quality Service Attributes: A CrossCultural Study. Journal of Travel Research, v. 45, n. 3, p. 355-363, February 1, 2007.

TSAUR, S.-H.; WANG, C.-H. Tip-Collection Strategies, Service Guarantees, and Consumer Evaluations of Group Package Tours. Journal of Travel Research, v. 47, n. 4, p. 523-534, May 1, 2009.

WADONGO, B. et al. Key performance indicators in the Kenyan hospitality industry: A managerial perspective. Benchmarking: An International Journal, v. 17, n. 6, p. 858-875, 2010.

WALTERS, G.; SPARKS, B.; HERINGTON, C. The Impact of Consumption Vision and Emotion on the Tourism Consumer’s Decision Behavior. Journal of Hospitality & Tourism Research, p. 1-24, December 21, 2010.

WANG, F. J.; HUNG, C. J.; LI, P. Y. P. A study on the critical success factors of ISO 22000 implementation in the hotel industry. Pakistan Journal of Statistics, v. 27, n. 5, p. 635-643, 2011.

WANG, K. C. et al. GPTCCC: An instrument for measuring group package tour service. Tourism Management, v. 28, n. 2, p. 361-376, Apr 2007.

WANG, Y.; VELA, M. R.; TYLER, K. Cultural perspectives: Chinese perceptions of UK hotel service quality. International Journal of Culture, Tourism and Hospitality Research, v. 2, n. 4, p. 312-329, 2008.

WEI, M. Analysis of information systems applied to evaluating tourism service quality based on organizational impact. Journal of Software, v. 7, n. 3, p. 599-607, 2012.

WEN, I. Factors affecting the online travel buying decision: a review. International Journal of Contemporary Hospitality Management, v. 21, n. 6, p. 752-765, 2009

WOOTEN, M. H.; NORMAN, W. C. Using the ratings grid in tourism/event management. International Journal of Culture, Tourism and Hospitality Research, v. 3, n. 4, p. 347-360, 2009.

WU, J.; SONG, H. Operational performance and benchmarking: A case study of international tourist hotels in Taipei. African Journal of Business Management, v. 5, n. 22, p. 9455-9465, Sep 2011.

XIAO, Q.; O’NEILL, J. W.; MATTILA, A. S. The role of hotel owners: the influence of corporate strategies on hotel performance. International Journal of Contemporary Hospitality Management, v. 24, n. 1, p. 122-139, 2012.

XIE, X. Service Quality Measurement from Customer Perception Based on Services Science, Management and Engineering. Systems Engineering Procedia, v. 1, n. 0, p. 337-343, 2011.

YANG, C. C.; JOU, Y. T.; CHENG, L. Y. Using integrated quality assessment for hotel service quality. Quality & Quantity, v. 45, n. 2, p. 349-364, 2011.

YE, Q.; LI, H.; WANG, Z.; LAW, R. The Influence of Hotel Price on Perceived Service Quality and Value in E-Tourism: An Empirical Investigation Based on Online Traveler Reviews. Journal of Hospitality & Tourism Research, p. 1096348012442540, April 18, 2012.

YILMAZ, Y.; BITITCI, U. Performance measurement in the value chain: Manufacturing v. tourism. International Journal of Productivity and Performance Management, v. 55, n. 5, p. 371-389, 2006.

YUAN, Y.-H. E.; WU, C. K. Relationships Among Experiential Marketing, Experiential Value, and Customer Satisfaction. Journal of Hospitality & Tourism Research, v. 32, n. 3, p. 387-410, August 1, 2008.

ŽABKAR, V.; BRENČIČ, M. M.; DMITROVIĆ, T. Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management, v. 31, n. 4, p. 537-546, Aug 2010.

ZOUNI, G.; KOUREMENOS, A. Do Tourism Providers Know their Visitors? An Investigation of Tourism Experience at a Destination. Tourism and Hospitality Research, v. 8, n. 4, p. 282-297, October, 2008.