Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis

Park, Jinsoo; Jeong, EuiBeom

doi:10.3390/su11133665

Cited by 56 publications

(37 citation statements)

References 45 publications

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“…A comprehensive review of tourism literature for service quality showed that the most prominent issue in the literature from 2008 to 2019 was the impact on customer behavior from service quality [51]. In tourism and service sectors, such as the hospitality industry, studies show that the qualitative content in text of online reviews are influential to customers and offer rich content regarding customer experiences.…”

Section: Extracting Dimensions Of Interest In the Era Of Big Datamentioning

confidence: 99%

Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation

et al. 2020

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There is a lot of attention given to the determinants of guest satisfaction and consumer behavior in the tourism literature. While much extant literature uses a deductive approach for identifying guest satisfaction dimensions, we apply an inductive approach by utilizing large unstructured text data of 104,161 online reviews of Korean accommodation customers to frame which topics of interest guests find important. Using latent Dirichlet allocation, a generative, Bayesian, hierarchical statistical model, we extract and validate topics of interest in the dataset. The results corroborate extant literature in that dimensions, such as location and service quality, are important. However, we extend existing dimensions of importance by more precisely distinguishing aspects of location and service quality. Furthermore, by comparing the characteristics of the accommodations in terms of metropolitan versus rural and the type of accommodation, we reveal differences in topics of importance between different characteristics of the accommodations. Specifically, we find a higher importance for points of competition and points of uniqueness among the accommodation characteristics. This has implications for how managers can improve customer satisfaction and how researchers can more precisely measure customer satisfaction in the hospitality industry.

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Section: Extracting Dimensions Of Interest In the Era Of Big Datamentioning

confidence: 99%

Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation

et al. 2020

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“…Another review methodology relies on a network-based approach that uses citations and co-citations to investigate relationships among published papers and authors [28,36]. Both citation and co-citation rely on the assumption that authors cite relevant articles that they consider to be important for developing their research [29].…”

Section: Review Methodology 21 Literature Review On Review Methodsmentioning

confidence: 99%

“…As a basic citation analysis identifies the citation frequency of articles, it shows the popularity of the focal article [37]. On the other hand, co-citation analysis constructs co-citation networks that is characterized by a set of nodes (i.e., publications) and a set of links (i.e., co-citation relationships) [36]. Papers that are frequently co-cited indicates that their contents are similar [38].…”

Section: Review Methodology 21 Literature Review On Review Methodsmentioning

confidence: 99%

“…We conducted citation network analysis to identify both the popularity and relative importance (i.e., prestige) of an article according to the number of citations of the paper received by other highly cited papers [36,71,72]. Based on the assumption that the connections between papers in the citation network constitute channels through which scientific knowledge is transformed [73], citation network analysis allowed us to identify key papers that are particularly influential in the family governance literature [74].…”

Section: Citation Network Analysismentioning

confidence: 99%

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Toward an Understanding of Family Business Sustainability: A Network-Based Systematic Review

Ahn¹,

Jeong²,

Cho³

2020

Sustainability

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Family business governance is an important issue for the sustainable development of economies worldwide due to its economic contribution. This review aims to offer a systematic overview of how prior studies explore the issue of family involvement within the broader corporate governance literature. By adopting a network-based perspective to visualize the research stream, this study provides meaningful insight into the key topics investigated, the patterns in the connections between critical papers, and the key players building the literature. Specifically, this paper makes three major contributions. First, our systematic review based on network analysis of keywords, citations, and authors enhances the understanding of how research on family involvement in the corporate governance literature is interconnected. Second, a large and extensive pool of corporate governance research on family involvement (947 papers) is employed to encompass research on family involvement from various academic disciplines under the umbrella of corporate governance. Third, by providing answers to questions such as “which journals should I read?”, “which keywords should I look for?”, “who are the leading scholars?”, “which journals are scholars publishing in?” and “what are emerging research trends?”, this study offers valuable implications for future research and meaningful guidelines for future studies in the field.

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“…In recent decades, many academics (Hanks, Line, & Kim, 2017;Kukanja, Gomezelj Omerzel, & Kodrič, 2017;Nikbin, Marimuthu, & Hyun, 2016) have examined the concept of service quality, its dimensions, and measurement methods. Among the various definitions proposed, the most widely used is the one proposed by Oliver (1980), which defines service quality as a gap between guests' quality expectations and quality perceptions (Park & Jeong, 2019). Service quality is built on the concept of guest satisfaction.…”

Section: Literature Review Service Qualitymentioning

confidence: 99%

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2019

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Print Run 100 copies Academica Turistica-Revija za turizem in inovativnost je znanstvena revija, namenjena mednarodni znanstveni in strokovni javnosti; izhaja v angleščini s povzetki v slovenščini. Izid publikacije je finančno podprla Agencija za raziskovalno dejavnost Republike Slovenije iz sredstev državnega proračuna iz naslova razpisa za sofinanciranje domačih znanstvenih periodičnih publikacij. Projekt »Turizmo ištriano-izkusimo istrsko podeželje: novi (tematski) turistični produkti in njihova promocija (las Istra)« je sofinanciran iz Evropskega kmetijskega sklada za razvoj podeželja: Evropa investira v podeželje. issn 1855-3303 (printed) issn 2335-4194 (online)

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Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis

Cited by 56 publications

References 45 publications

Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation

Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation

Toward an Understanding of Family Business Sustainability: A Network-Based Systematic Review

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