Service Management in Hospitality and Tourism

JOURNAL OF SERVICE THEORY AND PRACTICE

Table of Contents
Abstract............................................................................................................................................3
Introduction......................................................................................................................................4
Annotated bibliography 1................................................................................................................5
KC, B., Morais, D. B., Smith, J. W., Peterson, M. N., & Seekamp, E. (2019). Using Social
Network Analysis to Understand Trust, Reciprocity, and Togetherness in Wildlife Tourism
Microentrepreneurship. Journal of Hospitality & Tourism Research, 1096348019840794...........5
Annotated bibliography 2................................................................................................................6
Kim, Y. J., Kim, W. G., Choi, H. M., & Phetvaroon, K. (2019). The effect of green human
resource management on hotel employees’ eco-friendly behavior and environmental
performance. International Journal of Hospitality Management, 76, 83-93..................................6
Annotated bibliography 3................................................................................................................7
Williams, H. A., Yuan, J., & Williams Jr, R. L. (2019). Attributes of Memorable Gastro-
Tourists’ Experiences. Journal of Hospitality & Tourism Research, 43(3), 327-348.....................7
Annotated bibliography 4................................................................................................................8
Taufique, K. M. R., Polonsky, M. J., Vocino, A., & Siwar, C. (2019). Measuring consumer
understanding and perception of eco‐labelling: Item selection and scale validation. International
Journal of Consumer Studies...........................................................................................................8
Annotated bibliography 5................................................................................................................9
Doçaj, X., Domi, S., & Terpollari, A. (2018). Tourism Clusters, Characteristics, Principles and
Developing Theory. European Journal of Marketing and Economics, 1(3), 39-43........................9
Page 2 of 11

Conclusion.....................................................................................................................................10
References......................................................................................................................................11
Abstract
Service management has been one of the key success factors (KSFs) in the tourism industry and
therefore the management of the tourism companies put consistent effort toward the successful
implementation of service management approach in the operations. The given paper has aimed to
analyse the same by evaluating five journal articles from relevant field. The essence of the
discussion focuses on the theme that service management pays an integral part of the strategic
decision making of the businesses engaged in the hospitality and tourism segment.
Page 3 of 11

Introduction
Service management may be considered to be one of the most success-critical aspects in the
hospitality and tourism segment. The present study is an annotated bibliography of 5 different
journal articles centred on the context of service management in the hospitality sector. The
essences of the five journal articles have discussed herein along with their purpose, objectives,
methodologies and the outcome. In all the articles the authors are presumed to be using the
argumentative approach to showcase both the positive and negative sides of the subject matter.
The critical discussion can definitely help the researcher to draw a definite conclusion by having
a firm understanding of the concepts and rationalizing it effectively.
Page 4 of 11