Service Quality in Higher Education

This annotated bibliography analyzes five research studies on the impact of different factors on the performance of tourism and travel organizations. The studies focus on topics such as the effect of ICT on relationship enhancement and performance, the role of organizational support in creativity performance, the performance of tourism destinations, the use of Google data for forecasting tourist arrivals, and the effect of tourism market growth on the hotel industry.

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Service Quality in Higher Education
(Annotated bibliographies of five research studies published between 2014 and 2019)
Unit name and code: Service Industry Marketing (MRKT20054)
Name of the student:
Student ID number:
Melbourne Campus
Term 1, 2019
Name of the unit coordinator: Dr Parves Sultan (Melbourne Campus)
Name of the unit lecturer: Dr Parves Sultan (Melbourne Campus)
Word count: ………………………. (introduction – conclusion sections)
Date of Submission: ………………………
Total marks: 30

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Table of Contents
Abstract......................................................................................................................................3
Introduction................................................................................................................................4
Annotated bibliography 1...........................................................................................................5
Berné, C., García-González, M., García-Uceda, M. E., & Múgica, J. M. (2015). The effect
of ICT on relationship enhancement and performance in tourism channels. Tourism
Management, 48, 188-198......................................................................................................5
Annotated bibliography 2...........................................................................................................6
Tsai, C. Y., Horng, J. S., Liu, C. H., & Hu, D. C. (2015). Work environment and
atmosphere: The role of organizational support in the creativity performance of tourism
and hospitality organizations. International Journal of Hospitality Management, 46, 26-35.
................................................................................................................................................6
Annotated bibliography 3...........................................................................................................7
Ben Aissa, Sami., & Mohamed Goaied. (2017) "Performance Of Tourism Destinations:
Evidence From Tunisia." Journal of Hospitality & Tourism Research 41.7: 797-822..........7
Annotated bibliography 4...........................................................................................................8
Bangwayo-Skeete, P. F., & Skeete, R. W. (2015). Can Google data improve the forecasting
performance of tourist arrivals? Mixed-data sampling approach. Tourism Management, 46,
454-464...................................................................................................................................8
Annotated bibliography 5...........................................................................................................9
Chen, M. H. (2016). A quantile regression analysis of tourism market growth effect on the
hotel industry. International Journal of Hospitality Management, 52, 117-120...................9
Conclusion................................................................................................................................10
References................................................................................................................................11

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Abstract
The annotated bibliography is based on the analysis of five different journal articles that are
based on the performance that has been depicted by the tourism and travel based
organizations. The impact of different factors or aspects like, ICT, work environment,
creativity on operations of tourism organizations have been analysed with the help of the five
journal articles. The impact of data on the tourism organizations and hotels has been analysed
in detail with the help of the articles that have been taken into consideration.

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Introduction
The report is based on the analysis of the operations of the tourism industry and the
ways by which different external factors are able to affect the economy of different countries.
The five journal articles that have been taken into consideration for analysis have been able to
provide major levels of knowledge based on effectiveness of the operations of different
organizations that operate in travel and tourism industry (Chen, 2016). The use of technology
in the tourism industry is a part of the analysis that has been dome in the first article. The
second article is based on relationship between organizational culture and creativity in travel
industry. The tourism destination of Tunisia has been taken into consideration in the third
article in order to analyse performance of the destinations. Fourth journal is based on the
impact that analysis of Google Data has on the tourism organizations. The fifth journal has
been able to provide a detailed picture based on the impact that growth of hotels has on
tourism industry.
Annotated bibliography 1
Berné, C., García-González, M., García-Uceda, M. E., & Múgica, J. M. (2015). The
effect of ICT on relationship enhancement and performance in tourism
channels. Tourism Management, 48, 188-198.
The article is mainly based on the analysis of the ways by which ICT has been able to
affect the operations of the distribution channels in tourism industry. The ways by which use
of technologies have been able to increase the speed of operations in the organizations that
operate in the tourism industry. The increase of efficiency of the operations and development
of the distribution channels is considered to be an important factor that is based on
implementation of new and improved technologies (Berné et al., 2015). The positive

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relationship that has been developed between the usage of ICT and growth of the usage of
technologies by the tourism intermediaries are considered to be important factors that have an
impact on the tourism organizations. The impact of the usage of technology by the
intermediaries that are a part of the industry is considered to be an important factor that is a
part of the analysis that has been made in the article. The relationships that have been
developed between the business performance and associations between the firms are
considered to be a major factor in the article. The development of relationships between
different parts and aspects of the organizations have been considered in the article. The result
has been able to depict that the organizations that are a part of the tourism industry require
the effective implementation of ICT in different areas (Berné et al., 2015).
Annotated bibliography 2
Tsai, C. Y., Horng, J. S., Liu, C. H., & Hu, D. C. (2015). Work environment and
atmosphere: The role of organizational support in the creativity performance of
tourism and hospitality organizations. International Journal of Hospitality
Management, 46, 26-35.
The article is based on the detailed analysis of the ways by which work based
environment and the atmosphere is able to affect the levels of creativity in the tourism
organizations. The analysis is mainly based on the development of a model with the help of
the data that is related to opinions that have been provided by 320 employees of
organizations. The different factors that are related to effective operations of the modern
tourism organizations like, knowledge sharing, motivation, procedural justice and promotion.

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The role that is played by work environment based on relationship developed between
employee creativity levels and organizational support is a major part of the article (Tsai et al.,
2015). The development of a proper work based environment with the help of different
organizational factors have been discussed in the article in detail. The article has been able to
analyse various organizational factors or aspects that can be linked in order to study the
operations of tourism organizations. The different factors that are a part of this analysis
include, procedural justice, knowledge sharing, promotion and motivation. The model has
mainly been developed with respect to the ways by which organizational support is able to
affect employee creativity levels with the help of work environment based factors. The
analysis that has been made in the article can thereby have huge levels of management
implications in order to foster an effective work environment (Tsai et al., 2015).

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Annotated bibliography 3
Ben Aissa, Sami., & Mohamed Goaied. (2017) "Performance Of Tourism Destinations:
Evidence From Tunisia." Journal of Hospitality & Tourism Research 41.7: 797-822
The methods like two-stage procedure and data envelopment analysis have been used
in the article in order to compare the performance that has been depicted by the tourism
destination of Tunisia. The score based on efficiency is calculated in the first stage which is
followed by the calculation based on the regression model that has helped in the proper
analysis of different variables that have an impact on the operations of the tourism
destinations. The effect of different variables on the revenues that are earned by the industry
has been analysed in the article in detail (Ben & Mohamed, 2017). The results that have been
obtained from the test is mainly based on the ways by which the tourism destination is able to
perform with respect to the variables that have been considered for analysis. The results that
have been obtained from the test are able to depict that the efficiency of the destination is
mainly on the private and the public investments that have been made in the tourism based
industry and the impact that trade deficit has on the attractiveness of the tourism destination.
The other major factors that are considered to have an impact on the organization include, the
wage levels of employees in the destinations, the positive impacts that travel agencies and the
process of development of the commodities by tourism destinations (Ben & Mohamed,
2017).

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Annotated bibliography 4
Bangwayo-Skeete, P. F., & Skeete, R. W. (2015). Can Google data improve the
forecasting performance of tourist arrivals? Mixed-data sampling approach. Tourism
Management, 46, 454-464.
The article is mainly based on the analysis of the impact that Google Data analysis
has on the forecasting process of the tourism destinations. The research is mainly related to
the analysis of the flights and hotels in different popular destinations that are a part of
Caribbean. The forecasting based performance process is mainly analysed with the help of
two models that include, Autoregressive Mixed-Data Sampling that is further related to the
method of Seasonal Autoregressive Integrated Moving Average or SARIMA. The benefits
that are provided by the usage of Google Data have been discussed in the article in detail
(Bangwayo-Skeete & Skeete, 2015). The results that have been obtained in the article depict
that the prediction of demands based on tourism is considered to be important for the ways by
which the organizations in the industry can maintain the operations and the strategies. On the
other hand, the economy of a country is also affected in a huge manner by the factors related
to analysis of the demands. The economy of a country is influenced by the revenues that are
gained by the tourism industry. The prediction of future operations will thereby able to play
the most important role in the ways by which the operations can be managed in an effective
manner (Bangwayo-Skeete & Skeete, 2015).

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Annotated bibliography 5
Chen, M. H. (2016). A quantile regression analysis of tourism market growth effect on
the hotel industry. International Journal of Hospitality Management, 52, 117-120.
The article is based on the regression analysis of the effect that the growth of tourism
market has on hotel industry. The method of quantile regression has been used by the authors
in order to analyse the relationship that has been developed between the growth of tourist
market and growth rate of the total arrival of foreign tourists. The hotel organizations in
Taiwan have been considered for the analysis that has been analysed in the article. The results
that have been provided by the quantile regression tests are new and are able to reveal the
ways by which the organizations are able to maintain operations in tourism industry (Chen,
2016). The results have been able to depict that the growth of tourism has a strong impact on
the performance that is depicted by the hotel and hospitality based organizations. The impact
that growth rates of the sales has on the organizational operations in tourism industry has
been analysed in the article in detail. The regression method has been able to play a major
role in the ways by which the analysis based on different factors that affect growth in tourism
sector has been done (Chen, 2016).

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Conclusion
The analysis can be concluded by stating that the changes that are continuously taking
place in the external environment and the modern trends have an impact on the operations of
the tourism organizations and hotels as well. The ways by which the organizations are able to
maintain their operations in the industry are also based on the implementation of new
technologies and development of a positive environment in the organizational operations.

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References
Bangwayo-Skeete, P. F., & Skeete, R. W. (2015). Can Google data improve the forecasting
performance of tourist arrivals? Mixed-data sampling approach. Tourism
Management, 46, 454-464.
Ben Aissa, Sami., & Mohamed Goaied. (2017) "Performance Of Tourism Destinations:
Evidence From Tunisia." Journal of Hospitality & Tourism Research 41.7: 797-822
Berné, C., García-González, M., García-Uceda, M. E., & Múgica, J. M. (2015). The effect of
ICT on relationship enhancement and performance in tourism channels. Tourism
Management, 48, 188-198.
Chen, M. H. (2016). A quantile regression analysis of tourism market growth effect on the
hotel industry. International Journal of Hospitality Management, 52, 117-120.
Tsai, C. Y., Horng, J. S., Liu, C. H., & Hu, D. C. (2015). Work environment and atmosphere:
The role of organizational support in the creativity performance of tourism and
hospitality organizations. International Journal of Hospitality Management, 46, 26-
35.