Service Quality in Tourism and Hospitality: A Review of Literature

Title

Service Quality in Tourism and Hospitality: A Review of Literature

Creator

Singh, Vaishali; Bhuyan, Anjan

Description

The study aims to explore the literature on service quality research within the Indian tourism and hospitality sectors. It synthesizes key insights by analyzing dimensions used to measure service quality, identifying sector-specific trends, and highlighting future research opportunities relevant to enhancing human resource practices. The review is based on 255 articles (1999-2024) based on a systematic approach, retrieved from Web of Science and Scopus. The literature review identified that the banking sector, education sector, healthcare sector, and tourism and hospitality sector are the popular sectors of Service quality research in India. Other sectors like the Airline sector, Insurance sector and automotive sector are slowly gaining momentum in this area of research. The scope of future research Service Quality research in India is identified and stated. The study offers insights into the sector wise dimensions of service quality and its future potential, particularly for academicians conducting research in a niche area. 2026, IGI Global Scientific Publishing. All rights reserved.

Source

Best Practices for Human Resources Management in Tourism and Hospitality;pp.275-334

Date

01-01-2025

Publisher

IGI Global

Coverage

Singh V., Christ University, India; Bhuyan A., Tezpur University, India

Rights

Restricted Access; Hardcopy may be available in the library

Relation

ISBN: 979-836938781-8; 979-836938779-5;

Format

online

Language

English

Type

Book chapter

Identifier

https://doi.org/10.4018/979-8-3693-8779-5.ch012

https://www.scopus.com/pages/publications/105020659518?origin=resultslist