Higher Institute for Tourism, Hotels and Computer

Beyond self-reports: the neuro-service quality (NSQ) framework

Purpose The paper is a critical reflection on the prevalence of self-report in the research on the quality of hospitality service and offers a new, neuro-scientifically based framework: neuro-service quality (NSQ). It is intended to solve the validity crisis in conventional surve...

Rethinking satisfaction metrics: from online reviews to holistic experience analytics

Purpose The present study aims to question the trend of relying heavily on online reviews as the primary indicator of customer satisfaction in the hotel industry, exposes the disadvantages of the suggested strategy and suggests a more credible and multifaceted approach as an alte...