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

Jinsoo Park and EuiBeom Jeong
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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

Sustainability, 2019, vol. 11, issue 13, 1-21

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.

Keywords: service quality; systematic literature review; keyword network analysis (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (11)

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