Literature review on service quality in hospitality and tourism (1984-2014)

Abstract

PurposeThe purpose of this study is to examine the development of service quality research in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest directions for future research.Design/methodology/approachThis review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes. The second research step involved an online literature search covering 2,211 academic journal articles to obtain basic information for planning an additional content investigation concerning the research themes. The final step was to investigate the content of the articles published in top-tier journals or frequently cited ones in three different stages (1984-1993, 1994-2003 and 2004-2014) to explore potential research topics.FindingsThe study identifies 17 research themes that comprise two main research themes, seven sub-stems, six outer-leaves and two little-leaves. The developments of service quality research in each theme are explored. The role of each theme in service quality study is revealed. Finally, this study identifies research opportunities for service quality research within each theme.Practical implicationsThis study demonstrates how to use PFNET to effectively perform a systematic literature review. By referring to previous publications reviewed in this study, researchers can contribute by extending existing theories in their further research on the seventeen themes.Originality/valueThis study contributes a systematic literature review method by applying an online PFNET approach, provides a well-researched list of references for researchers conducting service quality research and highlights research gaps for researchers who plan to pursue service quality research.