Service Quality and Customer Satisfaction in Hospitality, Leisure, Sport and Tourism: An Assessment of Research in Web of Science

Abstract

Service quality and customer satisfaction (SQCS) have been one of the most-discussed themes in the last two decades in tourism and hospitality research. Several new dimensions have been added by the later researchers and the area have been expended to allied and peripheral areas of tourism and hospitality. The present study is an attempt to analyses emerging themes and trends scientifically in SQCS research in tourism and hospitality and explore future research directions. The study employs bibliometric analysis of literature using bibliometrix R package. The database for the current study has been prepared from Web of Science. The results reveal a steady growth in SQCS research during the study period, especially in the hospitality sector and that “customer satisfaction” and “satisfaction” as the two major themes of SQCS research. Thematic network analysis of the SQCS publications revealed destination loyalty, customer value, customer experience, and emotional labor as important themes covered in SQCS research in tourism and hospitality.