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Title: The influence of outsourcing activities on the perception of service quality: an empirical study based on online reviews by hotel customers
Authors: Espino Rodríguez, Tomás Francisco 
Rodriguez-Diaz, Manuel 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Outsourcing
Customer reviews
Online tourism database
Service quality
Issue Date: 2021
Journal: Journal of Hospitality and Tourism Technology 
Abstract: Purpose: This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach: Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings: The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value: To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.
ISSN: 1757-9880
DOI: 10.1108/JHTT-03-2020-0064
Source: Journal of Hospitality and Tourism Technology [ISSN 1757-9880], v. 12(4), p. 689-711
Appears in Collections:Artículo preliminar
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