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Advisor(s)
Abstract(s)
The focus of this research is to investigate if user-generated content (UGC) generated in the Booking
platformcan support qualitymanagement improvement within the hospitality industry by increasing customer
satisfaction and eliminating defects more efficiently. Hence, it contributes to understanding how data-driven
companies can rely on customer data to focus on innovation and performance improvement to meet customer
requirements, eliminate defects and increase customer satisfaction.
Description
Keywords
Quality management Quality tools User-generated content (UGC)
Pedagogical Context
Citation
Maia, S., Teixeira Domingues, J.P., Rocha Varela, M.L.R. and Fonseca, L.M. (2024), "Exploring the user-generated content data to improve quality management", The TQM Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/TQM-09-2023-0278
Publisher
Emerald