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Research Directions and Methodology for Measuring the Quality of Hotel Services: Bibliometric Analysis

Author

Listed:
  • Wąsowicz-Zaborek Elżbieta

    (SGH Warsaw School of Economics, Warsaw, Poland)

  • Jaremen Daria

    (Wroclaw University of Economics and Business, Warsaw, Poland)

  • Michalska-Dudek Izabela

    (Wroclaw University of Economics and Business, Warsaw, Poland)

  • Lubowiecki-Vikuk Adrian

    (SGH Warsaw School of Economics, Warsaw, Poland)

Abstract

Purpose This study aims to map past and current research on hotel service quality, taking into account recent technological developments. It describes the evolution of research subjects, identifies key bibliographic indicators, and explores methodological approaches used in the research. Design/Methodology/Approach This study uses bibliometric analysis to examine articles from Scopus and Web of Science (a dataset of 1361 articles). Data preparation, coding, and analysis were done with the R Bibliometrix library, and the analysis of research methods of hotel service quality was done with MaxQDA24. Co-word network analysis allowed for the identification of the thematic clusters and research themes’ evolution over time. Findings The study shows the change from traditional to technology-integrated service quality metrics. While quantitative methods remain prevalent, the growing inclusion of artificial intelligence and machine learning can be observed. It highlights how important online reviews and bookings are in evaluating service quality. Practical Implications The paper presents the justification for hoteliers’ need to use advanced tools for service quality measurement and embrace digitalization in hospitality management. Originality/Value This paper extensively examines how digitalization has changed the approach and evaluation of hotel service quality Mapping scholarly research over three decades explains the transition from the SERVQUAL model and survey research to dynamic, technology-driven instruments. This research offers a comprehensive bibliometric synthesis highlighting digitalization’s transformative impact on hotel service quality assessment and methodology evolution, emphasizing its significance.

Suggested Citation

  • Wąsowicz-Zaborek Elżbieta & Jaremen Daria & Michalska-Dudek Izabela & Lubowiecki-Vikuk Adrian, 2024. "Research Directions and Methodology for Measuring the Quality of Hotel Services: Bibliometric Analysis," International Journal of Contemporary Management, Sciendo, vol. 60(1), pages 227-251.
    • Handle: RePEc:vrs:ijcoma:v:60:y:2024:i:1:p:227-251:n:1016
    DOI: 10.2478/ijcm-2024-0014
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    References listed on IDEAS

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    1. Marta Jacob & Carmen Florido & Eugeni Aguiló, 2010. "Research Note: Environmental Innovation as a Competitiveness Factor in the Balearic Islands," Tourism Economics, , vol. 16(3), pages 755-764, September.
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