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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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.
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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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