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

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  • 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
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    References listed on IDEAS

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    5. 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.
    6. 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.
    7. 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.
    8. 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.
    9. 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 1-19, June.
    10. 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.

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