Service Quality Scales and Tourists with Special Needs: A Systematic Review

Mireia Ferri Sanz, Estrella Durá Ferrandis and Jorge Garcés Ferrer
Additional contact information
Mireia Ferri Sanz: Kveloce I+D+i, Torres Quevedo Researcher, 46002 Valencia, Spain
Estrella Durá Ferrandis: Polibienestar Research Institute, University of Valencia, 46022 Valencia, Spain
Jorge Garcés Ferrer: Polibienestar Research Institute, University of Valencia, 46022 Valencia, Spain

Sustainability, 2019, vol. 11, issue 14, 1-12

Abstract: This paper reviews the most commonly used scales for measuring service quality in sustainable tourism destinations to analyse if the requirements of tourists with special needs are considered. Results highlight that most of the recent research on service quality in tourism published in scientific journals is focused on a relative reduced number of validated scales. Variables related to tourists with special needs are often omitted or represent a reduced weight in the complete scale. Thus, this paper highlights the importance of including variables that collect the perceptions of service quality in this target group to better understand the individual perception of service quality and to move forward to sustainable tourism, considering the social dimension.

Keywords: service quality scales; tourists with special needs; sustainable tourism; social dimension (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 (3)

Downloads: (external link)
https://www.mdpi.com/2071-1050/11/14/3844/pdf (application/pdf)
https://www.mdpi.com/2071-1050/11/14/3844/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:11:y:2019:i:14:p:3844-:d:248390

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().