The relationship between user generated content and perceptions of service quality and customer value : a study

Abstract

The internet and the creation of user-generated content is completely changing the way people search for information and make decisions about booking hotels. Written reviews of guests’ experiences in hotels allow readers to build and enforce their perceptions of service quality and value. Using the seminal works of Parasuraman (1988) and Zeithaml (1988) as models, the researcher studies what are the Quality and Value perceptions of tourists who stay in 5-star hotels in Malta, and how they use reviews to build these perceptions. This study concludes with recommendations for future work based on the major findings.