IDEAS home Printed from https://ideas.repec.org/a/gam/jadmsc/v12y2022i3p107-d897476.html
   My bibliography  Save this article

State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review

Author

Listed:
  • Magnús Haukur Ásgeirsson

    (Department of Geography and Tourism, University of Iceland, 102 Reykjavík, Iceland)

  • Thorhallur Gudlaugsson

    (Department of Business Administration, University of Iceland, 102 Reykjavík, Iceland)

  • Gunnar Thór Jóhannesson

    (Department of Geography and Tourism, University of Iceland, 102 Reykjavík, Iceland)

Abstract

This article offers a systematic review of research trends and methodology, with a focus on the state and order of knowledge regarding service orientation in hospitality and tourism research. A search algorithm was created through Web of Science and Scopus using search words related to service orientation and criteria regarding hospitality and tourism, yielding 154 articles. Duplicates and articles that did not focus on hospitality and tourism or did not have service orientation as their focus were removed, leaving 50 articles that were reviewed thoroughly and are the bases of the results. The review’s main findings are that discussion of service orientation seems to be selective in categorizations and bound mostly to employee hospitableness, therefore leaving out organizational culture, strategy, and process. There is, however, evidence in recent literature that scholars are taking a more holistic view of the phenomena. Most articles contribute to knowledge-building through the third order of knowledge, leaving little room to define concepts or gather mutual understandings through empirical data. Based on our findings, we recommend conscious and continuous building of tools and methods that will contribute to a more in-depth and holistic understanding and measurement of service orientation in hospitality and tourism.

Suggested Citation

  • Magnús Haukur Ásgeirsson & Thorhallur Gudlaugsson & Gunnar Thór Jóhannesson, 2022. "State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review," Administrative Sciences, MDPI, vol. 12(3), pages 1-20, August.
    • Handle: RePEc:gam:jadmsc:v:12:y:2022:i:3:p:107-:d:897476
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2076-3387/12/3/107/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2076-3387/12/3/107/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. George, William R., 1990. "Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level," Journal of Business Research, Elsevier, vol. 20(1), pages 63-70, January.
    2. Magrath, A. J., 1986. "When marketing services, 4 Ps are not enough," Business Horizons, Elsevier, vol. 29(3), pages 44-50.
    3. Zhu, Ying & Freeman, Susan & Cavusgil, S. Tamer, 2018. "Service quality delivery in a cross-national context," International Business Review, Elsevier, vol. 27(5), pages 1022-1032.
    Full references (including those not matched with items on IDEAS)

    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. Shashank Vaid & Michael Ahearne, 2021. "The instantaneous commitment effect: developing stakeholder orientation among managers," AMS Review, Springer;Academy of Marketing Science, vol. 11(1), pages 162-179, June.
    2. Jeevan Jyoti & Jyoti Sharma, 2012. "Impact of Market Orientation on Business Performance: Role of Employee Satisfaction and Customer Satisfaction," Vision, , vol. 16(4), pages 297-313, December.
    3. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
    4. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
    5. Augustine Adomah-Afari & Theophilus Maloreh-Nyamekye, 2019. "Enhancing Patient Satisfaction - Relationship Marketing Strategies of Two Specialist Hospitals in Accra, Ghana," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 4(2), pages 213-231, June.
    6. Ling, Qian & Lin, Meizhen & Wu, Xiaoyi, 2016. "The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels," Tourism Management, Elsevier, vol. 52(C), pages 341-368.
    7. Sorin-George Toma & Stefan Catana, 2021. "Linking Customer Experience With The Extended Marketing Mix," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 105-109, October.
    8. Aizzat Nasurdin & Noor Ahmad & Cheng Tan, 2015. "Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 343-360, June.
    9. Aamir Abbas & Gul Afshan & Touqeer ul Haq & Iqra Aslam, 2018. "The Effect of Internal Marketing on Affective Commitment: A Marketing Mix Approach for the Islamic Bank Employees," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(1), pages 75-86, January.
    10. Ştefan MATEI, 2014. "The Promotional Mix In A Marketing-Oriented Winy Company," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 5, pages 449-454, November.
    11. Alessandra Mazzei & Silvia Ravazzani, 2017. "Internal Branding and Employee Brand Consistent Behaviours: The Role of Enablement-Oriented Communication," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(1), pages 121-139.
    12. Vaňová Anna & Vitálišová Katarína & Rojíková Darina & Škvareninová Dagmar, 2023. "Promotion of biosphere reserves: How to build awareness of their importance for sustainable development?," Environmental & Socio-economic Studies, Sciendo, vol. 11(4), pages 49-61, December.
    13. María-Victoria Sánchez-Rebull & Veronika Rudchenko & Juan-Carlos Martín, 2018. "The antecedents and consequences of customer satisfaction in tourism: a systematic literature review," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 24(1), pages 151-183, May.
    14. Hampton, Gerald M. & Hampton, Dorothee L., 2004. "Relationship of professionalism, rewards, market orientation and job satisfaction among medical professionals: The case of Certified Nurse-Midwives," Journal of Business Research, Elsevier, vol. 57(9), pages 1042-1053, September.
    15. Hansen, David J. & Deacon, Jonathan H. & Pascal, Vincent & Sethna, Zubin, 2020. "The future is in the past: A framework for the Marketing-Entrepreneurship Interface (MEI)," Journal of Business Research, Elsevier, vol. 113(C), pages 198-208.
    16. Dev K. Dutta & Vishal K. Gupta & Xiujian Chen, 2016. "A Tale of Three Strategic Orientations: A Moderated-Mediation Framework of the Impact of Entrepreneurial Orientation, Market Orientation, and Learning Orientation on Firm Performance," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 313-348, September.
    17. Pitt, Leyland F. & Foreman, Susan K., 1999. "Internal Marketing Role in Organizations: A Transaction Cost Perspective," Journal of Business Research, Elsevier, vol. 44(1), pages 25-36, January.
    18. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
    19. Wen-Kuo Chen & Venkateswarlu Nalluri & Man-Li Lin & Ching-Torng Lin, 2021. "Identifying Decisive Socio-Political Sustainability Barriers in the Supply Chain of Banking Sector in India: Causality Analysis Using ISM and MICMAC," Mathematics, MDPI, vol. 9(3), pages 1-23, January.
    20. Juan Carlos Sanclemente, 2010. "Formación y entrenamiento para personal de contacto en empresas de servicios," Revista Ad-Minister, Universidad EAFIT, September.

    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:jadmsc:v:12:y:2022:i:3:p:107-:d:897476. 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.