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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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    Cited by:

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    3. 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.
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    6. 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.
    7. 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.
    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. 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.

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