Service Quality in e-Tourism
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This document provides annotated bibliographies of five research studies published between 2014 and 2019 on the topic of service quality in e-tourism. The studies analyze the methods and strategies used by companies in the tourism industry to provide quality services in the online environment. The document also discusses the impact of service quality on the performance of the tourism sector.
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Page 1 of 11
Service Quality in e-Tourism
(Annotated bibliographies of five research studies published between 2014 and 2019)
Unit name and code: Service Industry Marketing
Service Quality in e-Tourism
(Annotated bibliographies of five research studies published between 2014 and 2019)
Unit name and code: Service Industry Marketing
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Page 2 of 11
Table of Contents
Abstract......................................................................................................................................3
Introduction................................................................................................................................3
Annotated bibliography 1...........................................................................................................4
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-
Viedma, E. (2017). Evaluation of the hotels e-services quality under the user’s
experience. Soft Computing, 21(4), 995-1011........................................................................4
Annotated bibliography 2...........................................................................................................4
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent
trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621........4
Annotated bibliography 3...........................................................................................................5
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service
quality in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.....................................5
Annotated bibliography 4...........................................................................................................5
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence
on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.5
Annotated bibliography 5.......................................................................................................6
Table of Contents
Abstract......................................................................................................................................3
Introduction................................................................................................................................3
Annotated bibliography 1...........................................................................................................4
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-
Viedma, E. (2017). Evaluation of the hotels e-services quality under the user’s
experience. Soft Computing, 21(4), 995-1011........................................................................4
Annotated bibliography 2...........................................................................................................4
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent
trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621........4
Annotated bibliography 3...........................................................................................................5
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service
quality in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.....................................5
Annotated bibliography 4...........................................................................................................5
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence
on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.5
Annotated bibliography 5.......................................................................................................6
Page 3 of 11
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of Service
Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish
Hotels and Restaurants. Sustainability, 11(3), 872.................................................................6
Conclusion..................................................................................................................................6
References..................................................................................................................................8
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of Service
Quality Policies in the Tourism Sector Performance: An Empirical Analysis of Spanish
Hotels and Restaurants. Sustainability, 11(3), 872.................................................................6
Conclusion..................................................................................................................................6
References..................................................................................................................................8
Page 4 of 11
Abstract
The measurement as well as management of the service quality plays a major role in the success
and survival of service of the companies. In the recent e-tourism has been introduced in an effective
manner. It provides new opportunities to the consumers and companies to satisfy their needs and wants
in more effective manner. Marinating quality in providing services create great issue for the companies.
They have adopted various methods to provide quality services in e-tourism.
Abstract
The measurement as well as management of the service quality plays a major role in the success
and survival of service of the companies. In the recent e-tourism has been introduced in an effective
manner. It provides new opportunities to the consumers and companies to satisfy their needs and wants
in more effective manner. Marinating quality in providing services create great issue for the companies.
They have adopted various methods to provide quality services in e-tourism.
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Page 5 of 11
Introduction
The E-tourism help and support in successfully doing the communication with their
consumers in an effective manner. E-tourism delivers the capability of creating the optimal of
the endpoint, evaluation of prices, easy registration, relaxed financing as well as exchange.
Maintaining quality of service in such industry is playing a prominent role for the business at
greater level.
In the following part there will be detailed analysis of quality of services maintained
in such industry that make them more successful and review of the author according to the
different situation.
Annotated bibliography 1
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-
Viedma, E. (2017). Evaluation of the hotels e-services quality under the user’s
experience. Soft Computing, 21(4), 995-1011.
Aim and Objective
The main purpose of this article is to analyse the method through which e-tourism
industry can enhanced their service.
Research Methods
Such evaluation encompassed with three different ladders with the main being the
cohort of the essential chart and use Google scholar to classify the possible investigation
theme. The second step comprise of online prose search with casing theoretical journal to
Introduction
The E-tourism help and support in successfully doing the communication with their
consumers in an effective manner. E-tourism delivers the capability of creating the optimal of
the endpoint, evaluation of prices, easy registration, relaxed financing as well as exchange.
Maintaining quality of service in such industry is playing a prominent role for the business at
greater level.
In the following part there will be detailed analysis of quality of services maintained
in such industry that make them more successful and review of the author according to the
different situation.
Annotated bibliography 1
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-
Viedma, E. (2017). Evaluation of the hotels e-services quality under the user’s
experience. Soft Computing, 21(4), 995-1011.
Aim and Objective
The main purpose of this article is to analyse the method through which e-tourism
industry can enhanced their service.
Research Methods
Such evaluation encompassed with three different ladders with the main being the
cohort of the essential chart and use Google scholar to classify the possible investigation
theme. The second step comprise of online prose search with casing theoretical journal to
Page 6 of 11
attain elementary evidence. The final step was to examine the gratified of the article been
distributed in top- rank journals.
Findings
According to this article, the author has reviewed that facility eminence play a vital
role in the e-tourism business. Most of the business has adopted effective strategies to
provide quality services to their consumers in an effective manner.
According to the author, the SERVQUAL scale plays an essential role in providing quality
service. It has met will the great achievement than other creativities in the background of
Internet. It is one of the effective tool or technique to portion the overhaul eminence that is
generally not used in a verbatim manner.
Limitations
The study originate that all the gauges have been marginally improved assessed for
Travel 2.0 website in overall that for the deliberate hotel as well as recognized a position that
depends on the website from best to worse notch. Therefore, such method can be used to
analyse the market of tourism to enhance their service quality in an effective manner.
Annotated bibliography 2
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews:
Recent trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621.
Aim and Objectives
attain elementary evidence. The final step was to examine the gratified of the article been
distributed in top- rank journals.
Findings
According to this article, the author has reviewed that facility eminence play a vital
role in the e-tourism business. Most of the business has adopted effective strategies to
provide quality services to their consumers in an effective manner.
According to the author, the SERVQUAL scale plays an essential role in providing quality
service. It has met will the great achievement than other creativities in the background of
Internet. It is one of the effective tool or technique to portion the overhaul eminence that is
generally not used in a verbatim manner.
Limitations
The study originate that all the gauges have been marginally improved assessed for
Travel 2.0 website in overall that for the deliberate hotel as well as recognized a position that
depends on the website from best to worse notch. Therefore, such method can be used to
analyse the market of tourism to enhance their service quality in an effective manner.
Annotated bibliography 2
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews:
Recent trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621.
Aim and Objectives
Page 7 of 11
In opinion of the increase in the admiration of available review as well as their
important impact of the specific purchasing behaviour with the supply side, such study as
well as analysed the article that is related to the online review in the tourism and hospitality.
Method
The author studied the article that had passes the assortment procedure. It is
conceivable that individual prejudice may also have pretentious the procedure thus; they
identify the topical focus of each article in an effective manner. The author also analysed the
framework in which the investigation was smeared.
Findings
According to this article, in the stage of e-commerce, every business is majorly
intricate in their online deals as well as the hospitality with tourism industry. This article
focuses on the activities dozen by the tourism companies through the source of online in an
effective manner.
Limitations
While the trustworthiness of the online evaluations is not self-same generalised
therefore, it is tough to authorize whether a criticism is true as well as imitates the evidences
Annotated bibliography 3
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service
quality in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.
Aim and Objectives
In opinion of the increase in the admiration of available review as well as their
important impact of the specific purchasing behaviour with the supply side, such study as
well as analysed the article that is related to the online review in the tourism and hospitality.
Method
The author studied the article that had passes the assortment procedure. It is
conceivable that individual prejudice may also have pretentious the procedure thus; they
identify the topical focus of each article in an effective manner. The author also analysed the
framework in which the investigation was smeared.
Findings
According to this article, in the stage of e-commerce, every business is majorly
intricate in their online deals as well as the hospitality with tourism industry. This article
focuses on the activities dozen by the tourism companies through the source of online in an
effective manner.
Limitations
While the trustworthiness of the online evaluations is not self-same generalised
therefore, it is tough to authorize whether a criticism is true as well as imitates the evidences
Annotated bibliography 3
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service
quality in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.
Aim and Objectives
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Page 8 of 11
The main objective of such study is to analyse as well as scrutinize the growth of the
service quality study in the hospitality as well as tourism to recognize the gaps in research.
Methods
The steps has been taken to review such article is being the cohort of the
organizational map by exhausting the online pathfinder network which is (PFNET). It is one
of the effective methods that is used to analyse such article in an efficient manner.
Findings
In such article, the role of service quality has been revealed in the e-tourism industry.
I such industry pathfinder method is established to analyse the literature on service-quality
that is done in the hospitality as well as tourism.
Limitations
The pathfinder algorithm was developed in last here decades. Therefore, the software
rummage-sale in such study for making the PENET remain underdeveloped as well as is not
yet commercial available.
Annotated bibliography 4
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service:
Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52,
42-54.
Aims and Objectives
The main objective of such study is to analyse as well as scrutinize the growth of the
service quality study in the hospitality as well as tourism to recognize the gaps in research.
Methods
The steps has been taken to review such article is being the cohort of the
organizational map by exhausting the online pathfinder network which is (PFNET). It is one
of the effective methods that is used to analyse such article in an efficient manner.
Findings
In such article, the role of service quality has been revealed in the e-tourism industry.
I such industry pathfinder method is established to analyse the literature on service-quality
that is done in the hospitality as well as tourism.
Limitations
The pathfinder algorithm was developed in last here decades. Therefore, the software
rummage-sale in such study for making the PENET remain underdeveloped as well as is not
yet commercial available.
Annotated bibliography 4
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service:
Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52,
42-54.
Aims and Objectives
Page 9 of 11
The chief objectives of this article is to develop as well as trials an unified model of
service quality that help in explicated the sentimental devices through which the service
quality is majorly associate with the insight of price.
Method
For collecting the information, the questionnaire surveys were used to meeting the
passengers that was allowable by Taiwan International Airport. They borrowed six research
supporters to wait in forward-facing of check-in counter of the low cost airlines after which
they are required to fill the questionnaire. It is the method through which the data was
collected.
Findings
In this article, there is detailed analysis of data collection according to which the
satisfaction level of the consumers has been examined. According to the analysis, most of the
consumers are awaited for new services and activities that force them to visit such place.
Limitations
The information that has been provided is based on the limited consumer experience .
Therefore, we cannot rely on such information fully to take further steps in such business.
Annotated bibliography 5
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of
Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of
Spanish Hotels and Restaurants. Sustainability, 11(3), 872.
Aims and objectives
The chief objectives of this article is to develop as well as trials an unified model of
service quality that help in explicated the sentimental devices through which the service
quality is majorly associate with the insight of price.
Method
For collecting the information, the questionnaire surveys were used to meeting the
passengers that was allowable by Taiwan International Airport. They borrowed six research
supporters to wait in forward-facing of check-in counter of the low cost airlines after which
they are required to fill the questionnaire. It is the method through which the data was
collected.
Findings
In this article, there is detailed analysis of data collection according to which the
satisfaction level of the consumers has been examined. According to the analysis, most of the
consumers are awaited for new services and activities that force them to visit such place.
Limitations
The information that has been provided is based on the limited consumer experience .
Therefore, we cannot rely on such information fully to take further steps in such business.
Annotated bibliography 5
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of
Service Quality Policies in the Tourism Sector Performance: An Empirical Analysis of
Spanish Hotels and Restaurants. Sustainability, 11(3), 872.
Aims and objectives
Page 10 of 11
The main objective of studying such article is to analyse the level of impact of service
quality on tourism and hospitality.
Method
The data that is used in such artefact were majorly attained from the survey steered
among the executives of the companies of tourism. They are competed with personal
interview, direct or by phone with the business managers.
Findings
According to this article, the companies that are engaged in tourism faces certain
challenges in providing their services to their consumers through the process of e-tourism.
Therefore, the decision-making is exactly where the quality management practise play role as
facilities. Such article will describe the key excellence performs that is been approved in the
tourism sector as well as their effected on the concert of the company
Limitation
It is fact that most of the hotels and –tourism companies does nit implemented the
quality policies in their business that created issue for them to the certain extent.
Conclusion
From the above analysis it can be concluded that maintaining quality services in e-
tourism play a vital role for the companies to satisfy their consumers. According to some
articles most of the companies has analysed the market by adopting survey to enhance the
overall performance of such industry in an effective and efficient manner.
The main objective of studying such article is to analyse the level of impact of service
quality on tourism and hospitality.
Method
The data that is used in such artefact were majorly attained from the survey steered
among the executives of the companies of tourism. They are competed with personal
interview, direct or by phone with the business managers.
Findings
According to this article, the companies that are engaged in tourism faces certain
challenges in providing their services to their consumers through the process of e-tourism.
Therefore, the decision-making is exactly where the quality management practise play role as
facilities. Such article will describe the key excellence performs that is been approved in the
tourism sector as well as their effected on the concert of the company
Limitation
It is fact that most of the hotels and –tourism companies does nit implemented the
quality policies in their business that created issue for them to the certain extent.
Conclusion
From the above analysis it can be concluded that maintaining quality services in e-
tourism play a vital role for the companies to satisfy their consumers. According to some
articles most of the companies has analysed the market by adopting survey to enhance the
overall performance of such industry in an effective and efficient manner.
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Need help grading? Try our AI Grader for instant feedback on your assignments.
Page 11 of 11
References
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of Service
Quality Policies in the Tourism Sector Performance: An Empirical Analysis of
Spanish Hotels and Restaurants. Sustainability, 11(3), 872.
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-Viedma,
E. (2017). Evaluation of the hotels e-services quality under the user’s experience. Soft
Computing, 21(4), 995-1011.
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service quality
in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on
word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-
54.
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent
trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621.
References
Bagur-Femenías, L., Perramon, J., & Oliveras-Villanueva, M. (2019). Effects of Service
Quality Policies in the Tourism Sector Performance: An Empirical Analysis of
Spanish Hotels and Restaurants. Sustainability, 11(3), 872.
Carrasco, R. A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M. F., & Herrera-Viedma,
E. (2017). Evaluation of the hotels e-services quality under the user’s experience. Soft
Computing, 21(4), 995-1011.
Lai, I. K., Hitchcock, M., Yang, T., & Lu, T. W. (2018). Literature review on service quality
in hospitality and tourism (1984-2014) Future directions and trends. International
Journal of Contemporary Hospitality Management, 30(1), 114-159.
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on
word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-
54.
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent
trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621.
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