Service Quality in Higher Education

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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