ZHANG , J.; CHOO, W. C.; YEE , C. L.; LIN , Y.; ZHOU , X. FROM ONLINE REVIEWS TO SERVICE GOVERNANCE: A REVIEW OF SERVICE QUALITY RESEARCH IN HOSPITALITY AND TOURISM. JOURNAL OF TOURISM, HOSPITALITY AND ENVIRONMENT MANAGEMENT (JTHEM), [S. l.], v. 11, n. 44, p. 270–291, 2026. DOI: 10.35631/JTHEM.1144017. Disponível em: https://gaexcellence.com/jthem/article/view/7799. Acesso em: 27 jun. 2026.