Services Quality in Tourism Sector: An Analysis of Past Studies

Services quality
(Tourism sector)

Table of Contents
Introduction................................................................................................................................1
Annotated bibliography 1:......................................................................................................1
Annotated bibliography 2:......................................................................................................2
Annotated bibliography 3:......................................................................................................3
Annotated bibliography 4:......................................................................................................4
Annotated bibliography 5:......................................................................................................5
Concussion.................................................................................................................................5
References..................................................................................................................................7

Abstract
The report has analyzed five different studies related to services quality in tourism to
understand the impact and significance of the services quality to meet the satisfaction level of
the customers. The report has identified in article one that, the flexibility in the services
greeting offered by the staff members has a positive impact on customers that influence the
quality of services. The analysis of second article has revealed that the quality of the service
can be managed through developing a positive environment at workplace, understanding the
needs and expectations of the customer and offering the adequate training to the staff to
behave accordingly that could influence the decision of the customer to avail the services of
the organization. Moreover, the article three has identified that the services quality and
satisfaction level of customer has direct relation which increases the value of the brand and
improves the level of trust of the existing customer groups. In addition to this article four and
five has discussed about the second-order confirmatory factor analysis suggested that there is
no significant difference between the services quality level of customer and employees
considering the performance criteria.