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

Magnús Haukur Ásgeirsson (), Thorhallur Gudlaugsson and Gunnar Thór Jóhannesson
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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

Administrative Sciences, 2022, vol. 12, issue 3, 1-20

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.

Keywords: service orientation; hospitality and tourism; order of knowledge; systematic literature review; qualitative methods (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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