IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i13p3665-d245464.html
   My bibliography  Save this article

Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis

Author

Listed:
  • Jinsoo Park

    (Department of Business Administration, The Catholic University of Korea, Jibong-ro, Bucheon-si, Gyeonggi-do 14662, Korea)

  • EuiBeom Jeong

    (Korea University Business School, Anam-ro, Seongbuk-gu, Seoul 02841, Korea)

Abstract

The tourism industry has received increasing attention as it has become one of the fastest developing business sectors around the world. Service quality in tourism has come to be regarded as an important impetus for economic growth; however, the focus on tourism service quality has not yet been satisfactorily or comprehensively reviewed. Therefore, we conducted a systematic literature review combining bibliometric, citation network and keyword network analysis. We selected the top five tourism journals from the SCOPUS database and then collected papers according to their keywords. Our results revealed the critical issues, topics, and changes over time regarding research on tourism service quality. The critical issues included the important impact of service quality on tourist behavior and service quality evaluation, and topics comprised (1) tourist satisfaction, (2) sustainable issues in tourism, (3) value of service quality for customers, (4) restaurant service quality, (5) customers’ perceptions of tourism, (6) service quality evaluation in tourism, and (7) service quality’s influence on customer behavior. Furthermore, the keyword network analysis results revealed the most influential keywords.

Suggested Citation

  • Jinsoo Park & EuiBeom Jeong, 2019. "Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis," Sustainability, MDPI, vol. 11(13), pages 1-21, July.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:13:p:3665-:d:245464
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/13/3665/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/13/3665/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Goncalves, Olga, 2013. "Efficiency and productivity of French ski resorts," Tourism Management, Elsevier, vol. 36(C), pages 650-657.
    2. Mary J. Culnan & Charles A. O'Reilly & Jennifer A. Chatman, 1990. "Intellectual structure of research in organizational behavior, 1972–1984: A cocitation analysis," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 41(6), pages 453-458, September.
    3. Katherine Gundolf & Matthias Filser, 2013. "Management Research and Religion: A Citation Analysis," Journal of Business Ethics, Springer, vol. 112(1), pages 177-185, January.
    4. Larry Dwyer & Peter Forsyth & Ray Spurr, 2007. "Contrasting the Uses of TSAs and CGE Models: Measuring Tourism Yield and Productivity," Tourism Economics, , vol. 13(4), pages 537-551, December.
    5. Tanford, Sarah & Jung, Shinyong, 2017. "Festival attributes and perceptions: A meta-analysis of relationships with satisfaction and loyalty," Tourism Management, Elsevier, vol. 61(C), pages 209-220.
    6. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    7. Fahimnia, Behnam & Sarkis, Joseph & Davarzani, Hoda, 2015. "Green supply chain management: A review and bibliometric analysis," International Journal of Production Economics, Elsevier, vol. 162(C), pages 101-114.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Youssef El Archi & Brahim Benbba & Zhulduz Nizamatdinova & Yerlan Issakov & Gálicz Ivett Vargáné & Lóránt Dénes Dávid, 2023. "Systematic Literature Review Analysing Smart Tourism Destinations in Context of Sustainable Development: Current Applications and Future Directions," Sustainability, MDPI, vol. 15(6), pages 1-14, March.
    2. He Soung Ahn & EuiBeom Jeong & Hyejin Cho, 2020. "Toward an Understanding of Family Business Sustainability: A Network-Based Systematic Review," Sustainability, MDPI, vol. 13(1), pages 1-15, December.
    3. Marko Kukanja & Tanja Planinc, 2019. "Service Quality in Restaurants Operating in a Rural Area: The Case of Slovenian Istria," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 12(2), pages 147-159.
    4. Xin Wang & Zimeng Yang & Yanlong Guo, 2024. "Research on the Influencing Factors of Cultural and Tourism Service Quality in Huizhou Area," Sustainability, MDPI, vol. 16(13), pages 1-20, June.
    5. EuiBeom Jeong & Hanna Yoo, 2022. "A systematic literature review of women in social entrepreneurship," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 935-970, December.
    6. Xiangnan Fan & Yuning Cheng, 2023. "Assessing a Tourism City from an Ecosystem Services Perspective: The Evaluation of Tourism Service in Liyang, China," Land, MDPI, vol. 12(11), pages 1-22, November.
    7. Xiangping Wang & Ivan Kai Wai Lai & Huajun Tang & Chuan Pang, 2022. "Coordination Analysis of Sustainable Dual-Channel Tourism Supply Chain with the Consideration of the Effect of Service Quality," Sustainability, MDPI, vol. 14(11), pages 1-24, May.
    8. Valentin Herbold & Hannes Thees & Julian Philipp, 2020. "The Host Community and Its Role in Sports Tourism—Exploring an Emerging Research Field," Sustainability, MDPI, vol. 12(24), pages 1-26, December.
    9. Wuxiang Chen, 2023. "Developing a Sustainable Business Model of Ecotourism in Ethnic-Minority Regions Guided by the Green Economy Concept," Sustainability, MDPI, vol. 15(2), pages 1-25, January.
    10. Ian Sutherland & Youngseok Sim & Seul Ki Lee & Jaemun Byun & Kiattipoom Kiatkawsin, 2020. "Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation," Sustainability, MDPI, vol. 12(5), pages 1-15, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dixit, Aasheesh & Jakhar, Suresh Kumar, 2021. "Airport capacity management: A review and bibliometric analysis," Journal of Air Transport Management, Elsevier, vol. 91(C).
    2. Sadyrbek Kozhokulov & Xi Chen & Degang Yang & Gulnura Issanova & Kanat Samarkhanov & Selvina Aliyeva, 2019. "Assessment of Tourism Impact on the Socio-Economic Spheres of the Issyk-Kul Region (Kyrgyzstan)," Sustainability, MDPI, vol. 11(14), pages 1-18, July.
    3. Pradeep Kumar Hota & Balaji Subramanian & Gopalakrishnan Narayanamurthy, 2020. "Mapping the Intellectual Structure of Social Entrepreneurship Research: A Citation/Co-citation Analysis," Journal of Business Ethics, Springer, vol. 166(1), pages 89-114, September.
    4. He Soung Ahn & EuiBeom Jeong & Hyejin Cho, 2020. "Toward an Understanding of Family Business Sustainability: A Network-Based Systematic Review," Sustainability, MDPI, vol. 13(1), pages 1-15, December.
    5. Yanto Chandra, 2018. "Mapping the evolution of entrepreneurship as a field of research (1990–2013): A scientometric analysis," PLOS ONE, Public Library of Science, vol. 13(1), pages 1-24, January.
    6. Deniz Turkcu & Nina Tura & Ville Ojanen, 2022. "A Conceptual Framework of the Sustainability Challenges Experienced during the Life Cycle of Biobased Packaging Products," Sustainability, MDPI, vol. 14(17), pages 1-17, August.
    7. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    8. Tingli Liu & Hongqiao Gao, 2022. "Does Supply Chain Concentration Affect the Performance of Corporate Environmental Responsibility? The Moderating Effect of Technology Uncertainty," Sustainability, MDPI, vol. 14(2), pages 1-19, January.
    9. Lydia Maidl & Ann-Kathrin Seemann & Eckhard Frick & Harald Gündel & Piret Paal, 2022. "Leveraging Spirituality and Religion in European For-profit-organizations: a Systematic Review," Humanistic Management Journal, Springer, vol. 7(1), pages 23-53, April.
    10. Alberca-Oliver, Pilar & Rodríguez-Oromendía, Ainhoa & Parte-Esteban, Laura, 2015. "Measuring the efficiency of trade shows: A Spanish case study," Tourism Management, Elsevier, vol. 47(C), pages 127-137.
    11. Aurélie Corne & Olga Goncalves & Nicolas Peypoch, 2020. "Evaluating the performance drivers of French ski resorts: A hierarchical approach," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(3), pages 389-405, April.
    12. Fu Jia & Yan Jiang, 2018. "Sustainable Global Sourcing: A Systematic Literature Review and Bibliometric Analysis," Sustainability, MDPI, vol. 10(3), pages 1-26, February.
    13. Antonio C. S. Tavares & Rosangela M. Vanalle & João A. Camarotto, 2019. "Influence of Green Initiatives on Environmental, Economic and Operational Outcomes: The Case of the Brazilian Packaging Supply Chain," Sustainability, MDPI, vol. 11(2), pages 1-14, January.
    14. Seles, Bruno Michel Roman Pais & de Sousa Jabbour, Ana Beatriz Lopes & Jabbour, Charbel José Chiappetta & Dangelico, Rosa Maria, 2016. "The green bullwhip effect, the diffusion of green supply chain practices, and institutional pressures: Evidence from the automotive sector," International Journal of Production Economics, Elsevier, vol. 182(C), pages 342-355.
    15. Wanke, Peter Fernandes & Chiappetta Jabbour, Charbel José & Moreira Antunes, Jorge Junio & Lopes de Sousa Jabbour, Ana Beatriz & Roubaud, David & Sobreiro, Vinicius Amorim & Santibanez Gonzalez‬, Erne, 2021. "An original information entropy-based quantitative evaluation model for low-carbon operations in an emerging market," International Journal of Production Economics, Elsevier, vol. 234(C).
    16. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    17. Muhammad Asif & Arif Jameel & Noman Sahito & Jinsoo Hwang & Abid Hussain & Faiza Manzoor, 2019. "Can Leadership Enhance Patient Satisfaction? Assessing the Role of Administrative and Medical Quality," IJERPH, MDPI, vol. 16(17), pages 1-14, September.
    18. Olivera Blagojevic Popovic & Vinko Nikic & Iva Bulatovic & Milica Delibasic, 2018. "Modeling Perceived Quality, Customer Satisfaction and Probability of Guest Returning to the Destination," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 14(1), pages 69-78.
    19. Anup Kumar & Santosh Kumar Shrivastav & Avinash K. Shrivastava & Rashmi Ranjan Panigrahi & Abbas Mardani & Fausto Cavallaro, 2023. "Sustainable Supply Chain Management, Performance Measurement, and Management: A Review," Sustainability, MDPI, vol. 15(6), pages 1-25, March.
    20. Ilisa Fajriyati & Adi Zakaria Afiff & Gita Gayatri & Sri Rahayu Hijrah Hati, 2022. "Attributes Influencing Overall Tourist Satisfaction and Its Consequences for Muslim-Majority Destination," SAGE Open, , vol. 12(1), pages 21582440211, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:13:p:3665-:d:245464. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.