Kokkranikal, Jithendran ORCID: https://orcid.org/0000-0003-0103-562X, Shyju, P.I, Singh, Kunawar, Bharadwaj, Rahul, Rai, Somesh and Antony, Jiju (2021) Service quality and customer satisfaction in hospitality, leisure, sport and tourism: an assessment of research in Web of Science. Journal of Quality Assurance in Hospitality & Tourism. pp. 1-27. ISSN 1528008X (Print), 1528-0098 (Online) (doi:10.1080/1528008X.2021.2012735)

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Abstract

Service quality and customer satisfaction (SQCS) represent one of the most researched themes in tourism and hospitality literature in recent years. The present study is an attempt to critically analyze emerging themes and trends in SQCS research in tourism and hospitality and explore future research directions. The study employs bibliometric analysis of literature using the bibliometrix R package. The database for the current study has been prepared from the Web of Science. The results reveal a steady growth in SQCS research, 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 labour as important themes covered in SQCS research in tourism and hospitality. The study contributes to deepening the understanding of SQCS and its importance in tourism and hospitality research. It also identifies key themes and practices that tourism and hospitality managers could adopt in their businesses to improve service quality, customer satisfaction and achieve competitive advantage.

Item Type:	Article
Uncontrolled Keywords:	bibliometrics, service quality, customer satisfaction, hospitality, tourism
Subjects:	G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Faculty / School / Research Centre / Research Group:	Faculty of Business Faculty of Business > Department of Marketing, Events & Tourism Faculty of Business > Tourism Research Centre Greenwich Business School > Tourism and Marketing Research Centre (TMRC)
Related URLs:	Publisher
Last Modified:	02 Dec 2024 16:13
URI:	http://gala.gre.ac.uk/id/eprint/34676

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