Research Directions and Methodology for Measuring the Quality of Hotel Services: Bibliometric Analysis

Wąsowicz-Zaborek Elżbieta (), Jaremen Daria (), Michalska-Dudek Izabela () and Lubowiecki-Vikuk Adrian ()
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Wąsowicz-Zaborek Elżbieta: SGH Warsaw School of Economics, Warsaw, Poland
Jaremen Daria: Wroclaw University of Economics and Business, Warsaw, Poland
Michalska-Dudek Izabela: Wroclaw University of Economics and Business, Warsaw, Poland
Lubowiecki-Vikuk Adrian: SGH Warsaw School of Economics, Warsaw, Poland

International Journal of Contemporary Management, 2024, vol. 60, issue 1, 227-251

Abstract: Purpose This study aims to map past and current research on hotel service quality, taking into account recent technological developments. It describes the evolution of research subjects, identifies key bibliographic indicators, and explores methodological approaches used in the research. Design/Methodology/Approach This study uses bibliometric analysis to examine articles from Scopus and Web of Science (a dataset of 1361 articles). Data preparation, coding, and analysis were done with the R Bibliometrix library, and the analysis of research methods of hotel service quality was done with MaxQDA24. Co-word network analysis allowed for the identification of the thematic clusters and research themes’ evolution over time. Findings The study shows the change from traditional to technology-integrated service quality metrics. While quantitative methods remain prevalent, the growing inclusion of artificial intelligence and machine learning can be observed. It highlights how important online reviews and bookings are in evaluating service quality. Practical Implications The paper presents the justification for hoteliers’ need to use advanced tools for service quality measurement and embrace digitalization in hospitality management. Originality/Value This paper extensively examines how digitalization has changed the approach and evaluation of hotel service quality Mapping scholarly research over three decades explains the transition from the SERVQUAL model and survey research to dynamic, technology-driven instruments. This research offers a comprehensive bibliometric synthesis highlighting digitalization’s transformative impact on hotel service quality assessment and methodology evolution, emphasizing its significance.

Keywords: hotel service quality; bibliometric analysis; digital transformation; research on service quality (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ijcoma:v:60:y:2024:i:1:p:227-251:n:1016

DOI: 10.2478/ijcm-2024-0014

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