Service Quality and Customer Satisfaction in Hospitality, Leisure, Sport and Tourism: An Assessment of Research in Web of Science

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2021-12-16 DOI:10.1080/1528008X.2021.2012735

Shyju P.J., Kunwar Singh, Jithendran Kokkranikal, R. Bharadwaj, Somesh Rai, J. Antony

{"title":"Service Quality and Customer Satisfaction in Hospitality, Leisure, Sport and Tourism: An Assessment of Research in Web of Science","authors":"Shyju P.J., Kunwar Singh, Jithendran Kokkranikal, R. Bharadwaj, Somesh Rai, J. Antony","doi":"10.1080/1528008X.2021.2012735","DOIUrl":null,"url":null,"abstract":"ABSTRACT Service quality and customer satisfaction (SQCS) have been one of the most-discussed themes in the last two decades in tourism and hospitality research. Several new dimensions have been added by the later researchers and the area have been expended to allied and peripheral areas of tourism and hospitality. The present study is an attempt to analyses emerging themes and trends scientifically in SQCS research in tourism and hospitality and explore future research directions. The study employs bibliometric analysis of literature using bibliometrix R package. The database for the current study has been prepared from Web of Science. The results reveal a steady growth in SQCS research during the study period, especially in the hospitality sector and that “customer satisfaction” and “satisfaction” as the two major themes of SQCS research. Thematic network analysis of the SQCS publications revealed destination loyalty, customer value, customer experience, and emotional labor as important themes covered in SQCS research in tourism and hospitality.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"24 - 50"},"PeriodicalIF":2.6000,"publicationDate":"2021-12-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"9","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Quality Assurance in Hospitality & Tourism","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/1528008X.2021.2012735","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}

引用次数: 9

Abstract

ABSTRACT Service quality and customer satisfaction (SQCS) have been one of the most-discussed themes in the last two decades in tourism and hospitality research. Several new dimensions have been added by the later researchers and the area have been expended to allied and peripheral areas of tourism and hospitality. The present study is an attempt to analyses emerging themes and trends scientifically in SQCS research in tourism and hospitality and explore future research directions. The study employs bibliometric analysis of literature using bibliometrix R package. The database for the current study has been prepared from Web of Science. The results reveal a steady growth in SQCS research during the study period, especially in the hospitality sector and that “customer satisfaction” and “satisfaction” as the two major themes of SQCS research. Thematic network analysis of the SQCS publications revealed destination loyalty, customer value, customer experience, and emotional labor as important themes covered in SQCS research in tourism and hospitality.

查看原文本刊更多论文

酒店、休闲、体育和旅游业的服务质量与顾客满意度——基于Web of Science的研究评价

摘要服务质量和客户满意度（SQCS）是近二十年来旅游和酒店研究中讨论最多的主题之一。后来的研究人员增加了几个新的维度，该领域已扩展到旅游和酒店业的联盟和外围领域。本研究试图科学地分析旅游和酒店SQCS研究中出现的主题和趋势，并探索未来的研究方向。本研究采用文献计量学R软件包对文献进行计量分析。当前研究的数据库是从科学网上准备的。研究结果表明，在研究期间，SQCS研究稳步增长，尤其是在酒店业，“客户满意度”和“满意度”是SQCS研究的两个主要主题。SQCS出版物的主题网络分析显示，目的地忠诚度、客户价值、客户体验和情感劳动是SQCS旅游和酒店研究的重要主题。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

期刊介绍： The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism