Big data and service quality: Barcelona’s hospitality and tourism industry

Ainhoa Serna, Antònia Casellas, Grant Saff, Jon Kepa Gerrikagoitia

Research output: Chapter in BookChapterResearchpeer-review


© 2018 by Emerald Publishing Limited. Big data generated on social media offers rich sources of information for the study of service quality. Although a still incipient field in hospitality and tourism studies, the growth of user-generated content sources has driven the development of big data analytics to discover significant patterns on customer experiences and satisfaction. The chapter explores how this analysis of texts from TripAdvisor provides insights on the service quality in Barcelona’s hospitality sector. Drawing on the results from this case study, the chapter argues that user-generated content can become an important tool in guiding better service delivery.
Original languageEnglish
Title of host publicationBridging Tourism Theory and Practice
Number of pages14
ISBN (Electronic)2042-1451
Publication statusPublished - 1 Jan 2018


  • Big data
  • Customer reviews
  • Hospitality
  • Sentiment analysis
  • Service quality
  • User-generated content

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