<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0120-4645</journal-id>
<journal-title><![CDATA[Cuadernos de Administración (Universidad del Valle)]]></journal-title>
<abbrev-journal-title><![CDATA[cuad.adm.]]></abbrev-journal-title>
<issn>0120-4645</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Valle]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0120-46452018000100030</article-id>
<article-id pub-id-type="doi">10.25100/cdea.v34i60.5927</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Service quality in Medellin hotels using perceptual maps]]></article-title>
<article-title xml:lang="es"><![CDATA[Análisis de la calidad del servicio en hoteles de Medellín usando mapas perceptuales]]></article-title>
<article-title xml:lang="fr"><![CDATA[Analyse de la qualité de service dans les hôtels de Medellin en utilisant des cartes perceptives]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vanegas López]]></surname>
<given-names><![CDATA[Juan Gabriel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Restrepo Morales]]></surname>
<given-names><![CDATA[Jorge Aníbal]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Barros Iglesias]]></surname>
<given-names><![CDATA[Gilly Andrea]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Agudelo Moreno]]></surname>
<given-names><![CDATA[Gisella]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Fundación Universitaria Autónoma de las Américas Economics and Management Sciences Department ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Tecnológico de Antioquia Management and Economics Sciences Department ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Fundación Universitaria Autónoma de las Américas Faculty of Economics and Administrative Sciences ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Fundación Universitaria Autónoma de las Américas Economics and Management Sciences Department ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>04</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>04</month>
<year>2018</year>
</pub-date>
<volume>34</volume>
<numero>60</numero>
<fpage>30</fpage>
<lpage>45</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0120-46452018000100030&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0120-46452018000100030&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0120-46452018000100030&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The online comments and assessments made by hotel customers provide relevant information to determine the various dimensions of the service received. In this context, the purpose of this work is to evaluate the quality perceived by national and international guests staying at different hotels in Medellín (Colombia). To this end, the multidimensional scaling technique of perceptual maps was used to apply to 9,153 comments made on the TripAdvisor platform to 57 hotels between 2005 and 2010. The main finding shows that the factors most valued by guests are cleanliness, quality of rest and service above the location, price and comfort of the rooms, although these factors differ according to the characteristics of the visitor and the hotel.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Los comentarios y valoraciones en línea realizadas por los clientes de establecimientos hoteleros ofrecen información relevante para determinar diversas dimensiones del servicio recibido. En este contexto, el propósito de este trabajo es evaluar la calidad percibida por huéspedes nacionales e internacionales alojados en diferentes hoteles en Medellín (Colombia). Para ello, se recurrió a la técnica de escalamiento multidimensional de mapas perceptuales aplicada a 9.153 comentarios realizados en la plataforma TripAdvisor a 57 hoteles entre los años 2.005 y 2.016. El principal hallazgo muestra que los factores que más valoran los huéspedes son la limpieza, la calidad del descanso y el servicio por encima de la ubicación, el precio y la comodidad de las habitaciones; aunque dichos factores difieren según las características del visitante y del hotel.]]></p></abstract>
<abstract abstract-type="short" xml:lang="fr"><p><![CDATA[Résumé Les commentaires et l&#8217;évaluation en ligne effectués par les clients des établissements hôteliers offrent de l&#8217;information pertinente pour déterminer les différentes dimensions du service reçu. Dans ce contexte, le but de ce travail est d&#8217;évaluer la qualité perçue des clients nationaux et internationaux logés dans différents hôtels de Medellin (Colombie). Pour cela, la technique de mise à l&#8217;échelle multidimensionnelle des cartes perceptives appliquée à 9 153 commentaires réalisés sur la plateforme TripAdvisor a été utilisée pour 57 hôtels entre les années 2005 et 2016. La principale découverte montre que les facteurs qui valorisent le plus les clients sont la propreté, la qualité du repos et le service au-dessus de l&#8217;emplacement, le prix et le confort des chambres; bien que ces facteurs diffèrent selon les caractéristiques du visiteur et de l&#8217;hôtel.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Quality of service]]></kwd>
<kwd lng="en"><![CDATA[Hotels]]></kwd>
<kwd lng="en"><![CDATA[Perception maps]]></kwd>
<kwd lng="en"><![CDATA[Tourism]]></kwd>
<kwd lng="en"><![CDATA[Technology platforms]]></kwd>
<kwd lng="es"><![CDATA[Calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[Hoteles]]></kwd>
<kwd lng="es"><![CDATA[Mapas perceptuales]]></kwd>
<kwd lng="es"><![CDATA[Turismo]]></kwd>
<kwd lng="es"><![CDATA[Plataformas tecnológicas]]></kwd>
<kwd lng="fr"><![CDATA[Qualité de service]]></kwd>
<kwd lng="fr"><![CDATA[Hôtels]]></kwd>
<kwd lng="fr"><![CDATA[Cartes perceptives]]></kwd>
<kwd lng="fr"><![CDATA[Tourisme]]></kwd>
<kwd lng="fr"><![CDATA[Plateformes technologiques]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Agüera]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Morales]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Cuadra]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la reputación online de las cadenas hoteleras españolas en el caribe: un estudio de caso]]></article-title>
<source><![CDATA[RITUR-Revista Iberoamericana de Turismo]]></source>
<year>2015</year>
<volume>4</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>3-12</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Albrecht]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Zemke]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Gómez]]></surname>
<given-names><![CDATA[H. S]]></given-names>
</name>
</person-group>
<source><![CDATA[Gerencia del servicio]]></source>
<year>1988</year>
<publisher-loc><![CDATA[Bogotá, Colombia ]]></publisher-loc>
<publisher-name><![CDATA[Legis Ltda]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ayeh]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[Au]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
<name>
<surname><![CDATA[Law]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[&#8220;Do we believe in TripAdvisor?&#8221; Examining credibility perceptions and online travelers&#8217; attitude toward using user-generated content]]></article-title>
<source><![CDATA[Journal of Travel Research]]></source>
<year>2013</year>
<volume>52</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>437-52</page-range></nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ballestas]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Gonzáles]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Gutiérrez]]></surname>
<given-names><![CDATA[W]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Percepción de calidad como factor de competitividad de la infraestructura de hoteles en Santa Marta y Barranquilla]]></article-title>
<source><![CDATA[CLIO AMERICA]]></source>
<year>2012</year>
<volume>6</volume>
<numero>12</numero>
<issue>12</issue>
<page-range>185202</page-range></nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cadrazco Parra]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
<name>
<surname><![CDATA[Santamaría Escobar]]></surname>
<given-names><![CDATA[Á. E]]></given-names>
</name>
</person-group>
<source><![CDATA[Proceso de mejoramiento del marketing de servicios del sector hotelero de Tolú Sucre, basado en el modelo integral de las brechas sobre la calidad]]></source>
<year>2011</year>
<publisher-loc><![CDATA[Bogotá ]]></publisher-loc>
<publisher-name><![CDATA[Universidad EAN]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="">
<collab>Cámara de Comercio</collab>
<source><![CDATA[Desempeño de la economía de Antioquia: Evolución por sectores]]></source>
<year>2015</year>
</nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Camisón]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Monfort]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La calidad en el turismo: balance y prospectiva de la investigación]]></article-title>
<source><![CDATA[Estudios Turísticos]]></source>
<year>1996</year>
<volume>128</volume>
<page-range>129-61</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Carman]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions]]></article-title>
<source><![CDATA[Journal of Retailing]]></source>
<year>1990</year>
<volume>66</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>33-55</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cronin]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Measuring Service Quality: A Reexamination and Extension]]></article-title>
<source><![CDATA[The Journal of Marketing]]></source>
<year>1992</year>
<volume>56</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>55-68</page-range></nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cronin]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Taylor]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus Expectations Measurement of Service Quality]]></article-title>
<source><![CDATA[The Journal of Marketing]]></source>
<year>1994</year>
<volume>58</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>125-31</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Crosby]]></surname>
<given-names><![CDATA[L. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Evans]]></surname>
<given-names><![CDATA[K. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Cowles]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Relationship quality in services selling: an interpersonal influence perspective]]></article-title>
<source><![CDATA[The Journal of Marketing]]></source>
<year>1990</year>
<volume>54</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>68-81</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Deming]]></surname>
<given-names><![CDATA[W]]></given-names>
</name>
</person-group>
<source><![CDATA[Calidad, productividad y competitividad: la salida de la crisis]]></source>
<year>1989</year>
<publisher-loc><![CDATA[Madrid, España ]]></publisher-loc>
<publisher-name><![CDATA[Ediciones Díaz de Santos]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diana-Jens]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Ruibal]]></surname>
<given-names><![CDATA[A. R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Online reputation and its impact on hotel pricing strategies]]></article-title>
<source><![CDATA[Cuadernos de Turismo]]></source>
<year>2015</year>
<volume>36</volume>
<page-range>453-6</page-range></nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[García-Barriocanal]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Sicilia]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Korfiatis]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
</person-group>
<source><![CDATA[Exploring hotel service quality experience indicators in user-generated content: A case using Tripadvisor data]]></source>
<year>2010</year>
<conf-name><![CDATA[ Medditerrean Conference on Information Systems]]></conf-name>
<conf-loc>Tel Aviv, Israel </conf-loc>
</nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gronroos]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Service Quality Model and its Marketing Implications]]></article-title>
<source><![CDATA[European Journal of Marketing]]></source>
<year>1984</year>
<volume>18</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>36-44</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hair]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Black]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
<name>
<surname><![CDATA[Babin]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Anderson]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Tatham]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<source><![CDATA[Multivariate data analysis]]></source>
<year>2014</year>
<publisher-loc><![CDATA[Edinburgh, Scotland ]]></publisher-loc>
<publisher-name><![CDATA[Pearson New International Edition]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Halmann]]></surname>
<given-names><![CDATA[A. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Argollo]]></surname>
<given-names><![CDATA[R. V.]]></given-names>
</name>
<name>
<surname><![CDATA[Aragão]]></surname>
<given-names><![CDATA[G. D. O.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Planeta web 2.0: inteligencia colectiva o medios fast food]]></article-title>
<source><![CDATA[Cadernos de Pesquisa]]></source>
<year>2009</year>
<volume>39</volume>
<numero>137</numero>
<issue>137</issue>
</nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Jeong]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Mindy Jeon]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Customer reviews of hotel experiences through consumer generated media (CGM)]]></article-title>
<source><![CDATA[Journal of Hospitality &amp; Leisure Marketing]]></source>
<year>2008</year>
<volume>17</volume>
<numero>1-2</numero>
<issue>1-2</issue>
<page-range>121-38</page-range></nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kotler]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Armstrong]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
</person-group>
<source><![CDATA[Fundamentos de marketing]]></source>
<year>2003</year>
<publisher-loc><![CDATA[Ciudad de México, México ]]></publisher-loc>
<publisher-name><![CDATA[Pearson Educación]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lethtinen]]></surname>
<given-names><![CDATA[U.]]></given-names>
</name>
<name>
<surname><![CDATA[Lethtinen]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Two approaches to service quality dimensions]]></article-title>
<source><![CDATA[The Service Industries Journal]]></source>
<year>1991</year>
<volume>11</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>287-303</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lewis]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality measurement]]></article-title>
<source><![CDATA[Marketing Intelligence &amp; Planning]]></source>
<year>1993</year>
<volume>11</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>4-12</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lloréns]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Comparación de diferentes alternativas en la medición de la calidad de servicio]]></article-title>
<source><![CDATA[Revista Europea de Dirección y Economía de la Empresa]]></source>
<year>1994</year>
<volume>3</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>67-72</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[López]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Serrano]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Dimensiones y medición de la calidad de servicio en empresas hoteleras]]></article-title>
<source><![CDATA[Revista Colombiana de Marketing]]></source>
<year>2001</year>
<volume>2</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>1-13</page-range></nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[López]]></surname>
<given-names><![CDATA[M. C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Turismo: un gran pasado con mucho futuro]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Sarabia]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
</person-group>
<source><![CDATA[2025: Un marco competitivo para Cantabria]]></source>
<year>1997</year>
<publisher-loc><![CDATA[Cantabria, España ]]></publisher-loc>
<publisher-name><![CDATA[Universidad de Cantabria]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Manjarrés]]></surname>
<given-names><![CDATA[F. D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Plan de mejoramiento del servicio al cliente en el country international hotel]]></article-title>
<source><![CDATA[Dimensión Empresarial]]></source>
<year>2013</year>
<volume>11</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>92-102</page-range></nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Marcussen]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Multidimensional scaling in tourism literature]]></article-title>
<source><![CDATA[Tourism Management Perspectives]]></source>
<year>2014</year>
<volume>12</volume>
<page-range>31-40</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mellinas]]></surname>
<given-names><![CDATA[J. P.]]></given-names>
</name>
<name>
<surname><![CDATA[María-Dolores]]></surname>
<given-names><![CDATA[S. M. M.]]></given-names>
</name>
<name>
<surname><![CDATA[García]]></surname>
<given-names><![CDATA[J. J. B]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[El control de irregularidades y tripadvisor]]></article-title>
<source><![CDATA[TURyDES]]></source>
<year>2015</year>
<volume>8</volume>
<numero>18</numero>
<issue>18</issue>
<page-range>1-16</page-range></nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Molinillo]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Ximénez]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Coca]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Hotel assessment through social media-TripAdvisor as a case study]]></article-title>
<source><![CDATA[Encontros Científicos-Tourism &amp; Management Studies]]></source>
<year>2016</year>
<volume>12</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>15-24</page-range></nlm-citation>
</ref>
<ref id="B29">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moral Cuadra]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Morales]]></surname>
<given-names><![CDATA[P. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Agüera]]></surname>
<given-names><![CDATA[F. O]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Reputación online, redes sociales y turismo. Un estudio de caso en Andalucía]]></article-title>
<source><![CDATA[TURyDES]]></source>
<year>2014</year>
<volume>7</volume>
<numero>16</numero>
<issue>16</issue>
<page-range>1-17</page-range></nlm-citation>
</ref>
<ref id="B30">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morillo Moreno]]></surname>
<given-names><![CDATA[M. C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad del servicio hotelero mediante la Escala de SERVQUAL Caso: Hoteles de Turismo del Municipio Libertador del Estado Mérida]]></article-title>
<source><![CDATA[Visión Gerencial]]></source>
<year>2007</year>
<volume>6</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>269-97</page-range></nlm-citation>
</ref>
<ref id="B31">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mostajo Guardia]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Gasto social y distribución del ingreso: caracterización e impacto redistributivo en países seleccionados de América Latina y el Caribe]]></article-title>
<source><![CDATA[Serie Reformas Económicas 69]]></source>
<year>2000</year>
<publisher-loc><![CDATA[Santiago ]]></publisher-loc>
<publisher-name><![CDATA[ECLAC]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B32">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Palacio]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Álvarez]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Henao]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ospina]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad del servicio en el sector hotelero de lujo de las ciudades Armenia, Pereira y Manizales (Colombia).]]></article-title>
<source><![CDATA[Revista Cuaderno de Investigaciones]]></source>
<year>2015</year>
<volume>4</volume>
<page-range>64-9</page-range></nlm-citation>
</ref>
<ref id="B33">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Conceptual Model of Service Quality and its Implications for Future Research]]></article-title>
<source><![CDATA[The Journal of Marketing]]></source>
<year>1985</year>
<volume>49</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>41-50</page-range></nlm-citation>
</ref>
<ref id="B34">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Servqual: A multiple-item scale for measuring consumer perceptions of service quality]]></article-title>
<source><![CDATA[Journal of Retailing]]></source>
<year>1988</year>
<volume>64</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>12-40</page-range></nlm-citation>
</ref>
<ref id="B35">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Preston]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<source><![CDATA[Handbook of perceptual dialectology]]></source>
<year>1999</year>
<publisher-loc><![CDATA[Amsterdam ]]></publisher-loc>
<publisher-name><![CDATA[John Benjamins Publishing Company]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B36">
<nlm-citation citation-type="">
<collab>Revista Dinero</collab>
<source><![CDATA[Crecimiento económico: cuáles sectores ganan, pierden y quedan igual]]></source>
<year>2015</year>
</nlm-citation>
</ref>
<ref id="B37">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sparks]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Browning]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The impact of online reviews on hotel booking intentions and perception of trust]]></article-title>
<source><![CDATA[Tourism Management]]></source>
<year>2011</year>
<volume>32</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>1310-23</page-range></nlm-citation>
</ref>
<ref id="B38">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tarí Guilló]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Pereira]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad y rentabilidad: análisis del certificado Q en las cadenas hoteleras]]></article-title>
<source><![CDATA[Universia Business Review]]></source>
<year>2012</year>
<volume>34</volume>
<numero>2012</numero>
<issue>2012</issue>
<page-range>52-67</page-range></nlm-citation>
</ref>
<ref id="B39">
<nlm-citation citation-type="">
<collab>Tripadvisor.com</collab>
<source><![CDATA[Acerca de TripAdvisor]]></source>
<year>2016</year>
</nlm-citation>
</ref>
<ref id="B40">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vergara]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Quesada]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Blanco]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Análisis de la calidad en el servicio y satisfacción de los usuarios en dos hoteles cinco estrellas de la ciudad de Cartagena (Colombia) mediante un modelo de ecuaciones estructurales]]></article-title>
<source><![CDATA[Ingeniare-Revista Chilena de Ingeniería]]></source>
<year>2011</year>
<volume>19</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>420-8</page-range></nlm-citation>
</ref>
<ref id="B41">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vergara]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Quesada]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Blanco]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Factores clave para la valoración de la calidad del servicio y satisfacción del cliente: modelos causales, desarrollo y evolución]]></article-title>
<source><![CDATA[Revista Virtual Universidad Católica del Norte]]></source>
<year>2012</year>
<volume>1</volume>
<numero>35</numero>
<issue>35</issue>
<page-range>380-400</page-range></nlm-citation>
</ref>
<ref id="B42">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Weiermair]]></surname>
<given-names><![CDATA[K]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad de servicios y su gestión en las empresas turísticas]]></article-title>
<source><![CDATA[Papers de Turisme]]></source>
<year>1997</year>
<volume>20</volume>
<page-range>52-68</page-range></nlm-citation>
</ref>
<ref id="B43">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhao]]></surname>
<given-names><![CDATA[S. X]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[City branding and the Olympic effect: A case study of Beijing]]></article-title>
<source><![CDATA[Cities]]></source>
<year>2009</year>
<volume>26</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>245-54</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
