Maia, SaraDomingues, José Pedro TeixeiraVarela, Maria Leonilde R. RochaFonseca, Luís Miguel2024-03-122024-03-122024Maia, 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-09-2023-02781754-2731http://hdl.handle.net/10400.22/25156The 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.engQuality managementQuality toolsUser-generated content (UGC)journal article10.1108/TQM-09-2023-0278