Service Quality in Tourism

SERVICE QUALITY IN TOURISM
NAME OF STUDENT
NAME OF COLLEGE
AUTHORS NOTE

SERVICE QUALITY IN TOURISM
Contents
Abstract.................................................................................................................................................2
Introduction...........................................................................................................................................2
Annotated Bibliography 1.....................................................................................................................2
Annotated Bibliography 2.....................................................................................................................3
Annotated Bibliography 3.....................................................................................................................4
Annotated Bibliography 4.....................................................................................................................5
Annotated Bibliography 5.....................................................................................................................6
Conclusion.............................................................................................................................................7
References.............................................................................................................................................7
1

SERVICE QUALITY IN TOURISM
Abstract
This study aims to discuss influence of service quality in tourism and on visitor intentions for
revisit to destination and on development of industry. Various literature studies have been
reviewed to understand service quality’s relevance to tourism and interpret the concept and
dimension of service quality and then investigating the impact over customer fulfilment and
intentions. The results of these discussions presented that Quality of accessibility,
experiences, value creation are elements that add to tourist satisfaction and drives their return
visits and eventually contributes to development of tourism.
Introduction
As improvement in service is constant determinant for success of tourism and hospitality
sector so in this paper, five annotated bibliographies have been examined and presented to
understand service quality interrelationship with customer satisfaction, service environment
and loyalty so that all these aspects can be utilised to deliver higher value to customers.
Annotated Bibliography 1
Chathoth, P. K., Ungson, G. R., Altinay, L., Chan, E. S., Harrington, R., & Okumus, F.
(2014). Barriers affecting organisational adoption of higher order customer engagement
in tourism service interactions. Tourism Management, 42, 181-193.
https://s3.amazonaws.com/academia.edu.documents/35469335/Altinay28.pdf?
AWSAccessKeyId=AKIAIWOWYYGZ2Y53UL3A&Expires=1556291217&Signature=j
IB9A4T2Z8nzOeO93xGUUOp57Ms%3D&response-content-disposition=inline%3B
%20filename%3DBarriers_Affecting_Organisational_Adopti.pdf
The objectives of this research study is to assess the impact of distinct intra-organisational
factors over consumer engagement in tourism firms and to examine how tourism encounters
can be enhanced through engagement platforms. Other aim of this study is to discuss possible
avenues that tourism firms can consider to overcome barriers towards engaging customers
while shifting from traditional goods-dominant logic to contemporary service-dominant logic.
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