Service Industry Marketing: Service Quality in e-Tourism Bibliography

This report is an annotated bibliography focusing on the theme of service quality within the e-Tourism sector. It analyzes five research articles published between 2018 and 2019, covering various aspects of service management and customer relationship management within the hospitality and tourism industries. The annotated bibliographies delve into each article's objectives, methodologies, findings, limitations, and suggestions for future research. The articles explore topics such as the impact of green human resource management, the attributes of memorable gastro-tourist experiences, consumer perceptions of eco-labeling, the role of tourism clusters, and the influence of social network analysis on microentrepreneurship. The report concludes by emphasizing the critical role of service management in the success of tourism and hospitality businesses, highlighting the importance of proper planning, control, and governance to achieve sustainable corporate goals.

JOURNAL OF SERVICE THEORY AND PRACTICE

Table of Contents
Abstract............................................................................................................................................3
Introduction......................................................................................................................................4
Annotated bibliography 1................................................................................................................5
KC, B., Morais, D. B., Smith, J. W., Peterson, M. N., & Seekamp, E. (2019). Using Social
Network Analysis to Understand Trust, Reciprocity, and Togetherness in Wildlife Tourism
Microentrepreneurship. Journal of Hospitality & Tourism Research, 1096348019840794...........5
Annotated bibliography 2................................................................................................................6
Kim, Y. J., Kim, W. G., Choi, H. M., & Phetvaroon, K. (2019). The effect of green human
resource management on hotel employees’ eco-friendly behavior and environmental
performance. International Journal of Hospitality Management, 76, 83-93..................................6
Annotated bibliography 3................................................................................................................7
Williams, H. A., Yuan, J., & Williams Jr, R. L. (2019). Attributes of Memorable Gastro-
Tourists’ Experiences. Journal of Hospitality & Tourism Research, 43(3), 327-348.....................7
Annotated bibliography 4................................................................................................................8
Taufique, K. M. R., Polonsky, M. J., Vocino, A., & Siwar, C. (2019). Measuring consumer
understanding and perception of eco‐labelling: Item selection and scale validation. International
Journal of Consumer Studies...........................................................................................................8
Annotated bibliography 5................................................................................................................9
Doçaj, X., Domi, S., & Terpollari, A. (2018). Tourism Clusters, Characteristics, Principles and
Developing Theory. European Journal of Marketing and Economics, 1(3), 39-43........................9
Page 2 of 11

Conclusion.....................................................................................................................................10
References......................................................................................................................................11
Abstract
Service management has been one of the key success factors (KSFs) in the tourism industry and
therefore the management of the tourism companies put consistent effort toward the successful
implementation of service management approach in the operations. The given paper has aimed to
analyse the same by evaluating five journal articles from relevant field. The essence of the
discussion focuses on the theme that service management pays an integral part of the strategic
decision making of the businesses engaged in the hospitality and tourism segment.
Page 3 of 11

Introduction
Service management may be considered to be one of the most success-critical aspects in the
hospitality and tourism segment. The present study is an annotated bibliography of 5 different
journal articles centred on the context of service management in the hospitality sector. The
essences of the five journal articles have discussed herein along with their purpose, objectives,
methodologies and the outcome. In all the articles the authors are presumed to be using the
argumentative approach to showcase both the positive and negative sides of the subject matter.
The critical discussion can definitely help the researcher to draw a definite conclusion by having
a firm understanding of the concepts and rationalizing it effectively.
Page 4 of 11

Annotated bibliography 1
KC, B., Morais, D. B., Smith, J. W., Peterson, M. N., & Seekamp, E. (2019). Using Social
Network Analysis to Understand Trust, Reciprocity, and Togetherness in Wildlife Tourism
Microentrepreneurship. Journal of Hospitality & Tourism Research, 1096348019840794.
The journal attempts to determine the functions of residents’ perceived tourists and impact on the
life satisfaction rate. The given paper primarily aims to identify the satisfaction rate in terms of
cost benefits trade off in the context of resident’s in China.
The journal has identified the fact that the residents have a perceived notion of benefits that may
be created by way of development of tourism and such benefit may have positive effects on both
the value creation process as well as life satisfaction. The study has also established the
correlation between residents’ life satisfaction and co-creation of value. The researchers herein
have made three major contributions. Firstly, the tourism development literatures have been
reviewed in order to provide an insight in to the process of co-creation of value through tourism
and resident’s life satisfaction. Secondly, the paper progresses on the assumption that life
satisfaction is majorly dependent on the proposed value creation. Thirdly, the researchers have
applied broaden-and-build theory to substantiate the fact the given mutual relation.
Page 5 of 11

Annotated bibliography 2
Kim, Y. J., Kim, W. G., Choi, H. M., & Phetvaroon, K. (2019). The effect of green human
resource management on hotel employees’ eco-friendly behavior and environmental
performance. International Journal of Hospitality Management, 76, 83-93.
The journal aims to highlight the efforts the tourism sector is initiating to maintain a positive
relationship with its customer segment. The journal also discusses that CRM (customer
relationship management) has become one of the most significant mantra and tool in the travel
and tourism sector internationally. Majority of the customers are looking for service excellence
in this sector and deciding their brand selection criteria accordingly. It also discussed the
customer focused business strategies several service providers are adopting and innovating it
with advanced tools to create a positive customer experience. Companies are using digital
platforms to provide CRM service lines to the customers in terms of communicating and
addressing their queries. Hence, CRM tools are vividly used in this sector to improve customers’
satisfaction rate. Periodic surveys are conducted to track customer satisfaction rate herein. Using
this customer loss rate was also monitored. Moreover, theoretical framework had also been used
to determine the feasibility of collected data based on which the findings are derived.
Page 6 of 11

Annotated bibliography 3
Williams, H. A., Yuan, J., & Williams Jr, R. L. (2019). Attributes of Memorable Gastro-
Tourists’ Experiences. Journal of Hospitality & Tourism Research, 43(3), 327-348.
The chosen journal tends to determine the tourism culture in Indonesia. It also reflects that
Indonesia has been one of the nations that are found culturally and ethnically unique in terms of
designing the tourism service aspects. The authors in the journal claimed that the chosen region
has greater potential in terms of leveraging its tourism growth with a considerable margin in the
global economy. The sector usually makes the use of ICT (Information and Communication
Technology) to evaluate the range of its service standards offered to both domestic and
international tourists. With the support of this advanced technology, the sector has enabled to
successfully leverage its operation in the e-marketing aspects to mediate the customers. The
Internet has become the primary distribution channel in e-tourism ad attracting tourists from any
corner of the countries. The major objective of the journal is evaluating the factors of marketing
and the way e-tourism service lines are affected by the use of ICT. To do so, the authors have
selected regression model and evaluated the responses using a qualitative format. It also used an
empirical model to determine the outcome that shows that e-tourism might contribute to the
growth of 40% to the tourism sector of Indonesia.
Page 7 of 11

Annotated bibliography 4
Taufique, K. M. R., Polonsky, M. J., Vocino, A., & Siwar, C. (2019). Measuring consumer
understanding and perception of eco‐labelling: Item selection and scale
validation. International Journal of Consumer Studies.
Herein, the article attempts to determine sustainable tourism practices in Norway. The efforts
made by the Norwegian government to retain the success rate and stable operation of the tourism
segment. The journal specifically aims to highlight the background of sustainable tourism and its
related concepts, including the triple bottom line approach. The journal has also discussed the
relationship between tourism and its impact on the environment. The efforts and practices
followed by the government in relation to reducing the harmful impact on the environment had
also been detailed herein. The gaps between the historical methods and the present tourism
practices in Norway have been highlighted to attain a definite outcome. It has been observed that
the government is undertaking sincere efforts to reduce the climatic impact on the tourism sector.
The authors in the journal have further used descriptive and explanatory approach to discuss the
sustainable practices undertaken by the Norwegian government to retain its sustainable tourism
position in the global context. The study has also undergone a series of argumentative approach,
where the practices are critically acclaimed by several experts highlighting both its positive and
negative sides. The conclusion states that a stable collaboration between the EU (European
Union) and Norwegian national policies would help more the government of chosen region to
uplift its tourism service standards.
Page 8 of 11

Annotated bibliography 5
Doçaj, X., Domi, S., & Terpollari, A. (2018). Tourism Clusters, Characteristics, Principles
and Developing Theory. European Journal of Marketing and Economics, 1(3), 39-43.
The key objective of the paper is providing a personal view of change and the recent trends in the
hospitality sector. The paper signifies that the strong degrees of commercialization have changed
the entire scenario of hospitality, in which majority of the organizations are using the digital
platforms and methods to attract new customers and offering them service lines through the same
platform. The advancement in the information technology has given a new and lucrative shape to
the selected sector. On an additional note, the journal also highlights a list of current issues in
the hospitality sector followed by strategic alternative solutions recommended by the experts.
The authors have opted for a micro-auto-ethnographic approach to design the methodology
section and evacuating the findings derived by researchers on the chosen sector and its service
standards. The outcome underscores that hospitality research has become commoditized and
influenced by several uncertain challenges arising from Asian regions.
Page 9 of 11

Conclusion
Based on the discussion and analysis performed in the earlier sections of the paper, the
researcher has arrived at a concluding statement that underscores the fact that the significance of
service management is utmost critical for the successful managing and running of a tourism and
hospitality business. Since the given business segment is primarily service oriented, the proper
planning and controlling of the various service deliverables must be in place and assured by the
management. In this context, it may be conceived that all the sources, described and evaluated
herein, have been informative to explore the essence and standards of service management
followed in the hospitality sector. The authors have made a firm effort to gather effective data
from genuine sources to explore their research context. Moreover, the usage of methodological
approaches is apt to derive their desired outcomes. Hence, the essences of all the journal articles
are thereby justified. Finally, it may be concluded that a well-designed service management
planning supported by the strong governance and leadership by way of controlling, monitoring
and following-up of the proposed value offering may significantly contribute towards the
attainment of corporate goal of sustainability in the long-run in most cost and time efficient
manner.
Page 10 of 11

References
Taufique, K. M. R., Polonsky, M. J., Vocino, A., & Siwar, C. (2019). Measuring consumer
understanding and perception of eco‐labelling: Item selection and scale
validation. International Journal of Consumer Studies.
Williams, H. A., Yuan, J., & Williams Jr, R. L. (2019). Attributes of Memorable Gastro-
Tourists’ Experiences. Journal of Hospitality & Tourism Research, 43(3), 327-348.
KC, B., Morais, D. B., Smith, J. W., Peterson, M. N., & Seekamp, E. (2019). Using Social
Network Analysis to Understand Trust, Reciprocity, and Togetherness in Wildlife
Tourism Microentrepreneurship. Journal of Hospitality & Tourism Research,
1096348019840794.
Doçaj, X., Domi, S., & Terpollari, A. (2018). Tourism Clusters, Characteristics, Principles and
Developing Theory. European Journal of Marketing and Economics, 1(3), 39-43.
Kim, Y. J., Kim, W. G., Choi, H. M., & Phetvaroon, K. (2019). The effect of green human
resource management on hotel employees’ eco-friendly behavior and environmental
performance. International Journal of Hospitality Management, 76, 83-93.
Page 11 of 11