Repositório ISCTE-IUL Deposited in Repositório ISCTE-IUL: 2020-07-08 Deposited version: Post-print Peer-review status of attached file: Peer-reviewed Citation for published item: Moro, S., Lopes, R. J., Esmerado, J. & Botelho, M. (2020). Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services . 56 Further information on publisher's website: 10.1016/j.jretconser.2020.102193 Publisher's copyright statement: This is the peer reviewed version of the following article: Moro, S., Lopes, R. J., Esmerado, J. & Botelho, M. (2020). Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services . 56, which has been published in final form at https://dx.doi.org/10.1016/j.jretconser.2020.102193. This article may be used for non-commercial purposes in accordance with the Publisher's Terms and Conditions for self-archiving. Use policy Creative Commons CC BY 4.0 The full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-profit purposes provided that:  a full bibliographic reference is made to the original source  a link is made to the metadata record in the Repository  the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders. Serviços de Informação e Documentação, Instituto Universitário de Lisboa (ISCTE-IUL) Av. das Forças Armadas, Edifício II, 1649-026 Lisboa Portugal Phone: +(351) 217 903 024 | e-mail: administrador.repositorio@iscte-iul.pt https://repositorio.iscte-iul.pt