Service Industry Marketing: Annotated Bibliography

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SERVICE INDUSTRY MARKETING
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Table of Contents
Introduction...................................................................................................................... 3
Article 1............................................................................................................................ 4
Article 2............................................................................................................................ 5
Article 3............................................................................................................................ 6
Article 4............................................................................................................................ 7
Article 5............................................................................................................................ 8
Conclusion....................................................................................................................... 9
References.....................................................................................................................10
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Introduction
Tourism sector plays a significant for an economy since it generates massive revenue
from the tourist visits attracting destinations. Integration of service quality n tourism
results in the revisiting of the tourists along with the development of the tourism
industry. Tourist satisfaction associated with the service quality of tourism and the
critical quality services comprise of accommodation, food, venue, and accessibility to
services. This report provides an annotated bibliography of some articles concerning the
service quality in the tourism industry. The key results would give an overview of the
relationship between service quality and the tourism industry.
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Article 1
Lin, M., Wu, X., and Ling, Q. (2017). Assessing the effectiveness of empowerment on
service quality: A multi-level study of Chinese tourism firms. Tourism Management,
61(2017), 411-425.
The main aim of this article shows to analyse the relationship among the empowerment
levels of individual, departmental and organisational along with their influence on the
service quality of frontline employees. This article reflects the significance of
empowerment to frontline employees for the tourism industry to enhance their capability
of instant responding to customer needs. This article adopted the survey method based
on sampling technique in which supervisors and employees of 21 travel agencies, 31
hotels and one restaurant located in 16 cities of east and southeast areas of China. The
data analytics techniques used in this article are hypothesis testing, descriptive
statistics, aggregation statistics, and analysis of the measurement model. As per the
findings of the research, it identified that the employee empowerment impacts positively
on service quality only with the presence of organisational empowerment climate as well
as the evaluation based on service behaviour. Moreover, employee psychological
empowerment gets influenced by the organisational empowerment through the
psychological empowerment of department. And ultimately, departmental empowerment
affects the service quality of frontline employees through individual empowerment. The
significant limitations implied as this article was unable to draw casual conclusions due
to the adoption of cross-sectional sample design as well as non-identification of control
variables. For future research directions, a longitudinal design must incorporate using
the control variables such as sizes of firm and department for enhancing the internal
validity. Moreover, future research recommends identification of the influential factors
while undertaking the prediction concerning the employee service quality in cross-level
studies.
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Article 2
Ye, Q., Li, H., Wang, Z., and Law, R. (2014). THE INFLUENCE OF HOTEL PRICE ON
PERCEIVED SERVICE QUALITY AND VALUE IN E-TOURISM: AN EMPIRICAL
INVESTIGATION BASED ON ONLINE TRAVELER REVIEWS. Journal of Hospitality &
Tourism Research, 38(1), 23-39.
The article aims as to what influence do price has on customer perceptions regarding
value and service quality and how such impact reduces with the hotel star rating and the
travelling purpose. A relationship pertains in the tourism industry between the post-
purchase perceptions and the price, and many of the people are unaware of the
existence of such a relationship. A literature review conducts concerning the customer
perceptions of service quality and value; the relationship of price with these customer
perceptions; and online customer reviews. The article used more than 43,726 customer
reviews through online including 774 star-rated hotels. A regression model uses the
data analytics technique in this article including mainly the quality rating and value rating
and other factors. The key findings prove the existence of a significant relationship
between the price information and the service quality and value perceived by customers
in an online context. The data analysis shows that the price impact positively on
perceived service quality while negatively on the perceived value of customers. Price
impacts positively more on the perceived quality in higher-star hotels in the context of
moderating factors of the established relationships between price and perceived quality;
and price and perceived value. The significant limitations show the inclusion of star-
rated hotels in Beijing only that listed on the website doadao.com. Future implications
state the involvement of international review websites for depicting improved external
validity as well as identification of moderating factors of price influences the customer
perceptions of value and service quality.
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Article 3
Knežević, M., Tomka, D., Bizjak, B., Fabjan, D., & Kukulj, S. (2015). The physical
appearance of hotel guests: The impact on service providers’ communication and
quality of service. International Journal of Hospitality Management, 51, 8-14.
The main aim of this article implies as to identify the relationship shared between the
physical appearance of the guests and the service quality provided by the frontline
employees of the hotel. This article focuses on the tourism industry of Slovenia where
the tourism industry offers huge support to the economy. It shows the significance of
hotel industry within the tourism sector in Slovenia as how the hotel industry can help
tourists in the development of the tourism industry. The article adopted the experimental
method including 25 hotel receptionists in Portorož, 198 guests, as well as 27 social
workers, belong to social work centres of Slovenia. Using the Pearson correlation
coefficient technique, the data collected in the experiment examined and analysed for
the impact of the physical appearance of the guest on the service quality of frontline
employees. The key findings show that guests with high star physical appearance enjoy
more and better services from the receptionists as compared to guests with lower star
physical appearance. A positive correlation establishs in this research and the negative
correlation found between the physical appearance of guests and service quality of
social workers. The significant limitations of the study implied as no previous research
conducted regarding this subject in the catering and hospitality field along with the
inclusion of small sample size. The future research in this article states as performing
the experimental method of two groups of hotel frontline staff. Moreover, these groups
must provide with training programs along with the inclusion of using the broader scope
of physical appearance. It must include the physical appearance factors such as facial
features, obesity, clothing, and weight and so on.
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Article 4
Chua, B. L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality and
price on vacationers’ cruise experience: Moderating role of price
sensitivity. International Journal of Hospitality Management, 44, 131-145.
The primary purpose of this study states to develop an understanding regarding the
evaluations of onboard experiences of cruise vacationers using the perceived service
quality and value. Cruise has become the most rapidly grown segment leisure
experience of the US tourism industry. A literature review conducted for gaining an
understanding of cruise service quality dimensions, price perception, novelty, value
perception and also included hypothesis development. The research method used in
this study was a web-based survey with the involvement of 602 panel members of a
company out of which 405 responses received. For the data analytical process,
techniques such as measurement model and structural model used in this study. This
study found that price plays a significant role in cruise marketing which should not be
underestimated by the cruise marketers. This study established a negative relationship
between the perceived value and perceived price. The cruise vacationers perceive high
cruise price leads to the negative impact on the perceived value of their cruise vacation.
This article contributes to the critical managerial implication in understanding in a better
manner as to how to cruise vacationers' experiences can enhance with the perceived
value and price. The article involves the significant limitations as to use of online panel
survey that does not represent the whole population of North America and the absence
of different segments associated with cruise line while analysing the evaluation of the
onboard experience. Future research is necessary for examining the onboard
experience deeply in the context of a particular cruise line such as cruise line of family-
oriented. Further, future research must consider that different cruise lines fulfil the
needs of different customer groups.
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Article 5
Woo, E., Uysal, M., & Sirgy, M. J. (2018). Tourism impact and stakeholders’ quality of
life. Journal of Hospitality & Tourism Research, 42(2), 260-286.
The primary purpose of this study implies as to identify the variations between the
affiliated and non-affiliated residents of tourism industry regarding the impact of tourist
perception on their life quality. This article involved the literature review of different
issues about the tourism industry regarding the quality of life. The tourism industry has
become one of the fastest growing sectors of the global business market by providing a
constant annual enhancement in revenue as well as employment. This research
involved the survey research method among the community residents locating in four
tourist destinations of the US. In this survey, the total 407 responses collected and
utilised for the analysis. The data analysis techniques such as Confirmatory factor
analysis and hypothesis testing. The key finding shows that affiliation and non-affiliation
with the tourism industry mostly affect the perceptions of community residents regarding
the tourism impact as well as the satisfaction of life. The affiliated residents provide
broader support to tourism development than the non-affiliated residents. The major
limitation of this study implies as the research involves the destinations having a more
significant number of tourists which is not enough for taking as the indicator of tourism
development. Moreover, the survey included only those people residing in the selected
four tourist destinations. For future research, a more comprehensive set of indicators,
tourist destinations belong to other stages of tourism development, and a probabilistic
sampling frame must adopt. Future research can establish causality by undertaking a
longitudinal study design along with the use of a more comprehensive set of life
domains.
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Conclusion
The tourism industry in every country contributes differently in their way. However, the
tourism industry is boosting with the development of the hotel industry, marine leisure
services including cruise, and other hospitality sectors. All the selected study articles
have conducted a survey using a specific sample field that provides confined results.
For future research, these articles must ensure the use of longitudinal study and more
sample fields. As a conclusion, it can say that the quality of life of residents affiliated
with the tourism industry enhance with tourism development.
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References
 Chua, B. L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality
and price on vacationers’ cruise experience: Moderating role of price
sensitivity. International Journal of Hospitality Management, 44, 131-145.
 Knežević, M., Tomka, D., Bizjak, B., Fabjan, D., & Kukulj, S. (2015). The physical
appearance of hotel guests: The impact on service providers’ communication and
quality of service. International Journal of Hospitality Management, 51, 8-14.
 Lin, M., Wu, X., and Ling, Q. (2017). Assessing the effectiveness of
empowerment on service quality: A multi-level study of Chinese tourism firms.
Tourism Management, 61(2017), 411-425.
 Woo, E., Uysal, M., & Sirgy, M. J. (2018). Tourism impact and stakeholders’
quality of life. Journal of Hospitality & Tourism Research, 42(2), 260-286.
 Ye, Q., Li, H., Wang, Z., and Law, R. (2014). THE INFLUENCE OF HOTEL
PRICE ON PERCEIVED SERVICE QUALITY AND VALUE IN E-TOURISM: AN
EMPIRICAL INVESTIGATION BASED ON ONLINE TRAVELER REVIEWS.
Journal of Hospitality & Tourism Research, 38(1), 23-39.
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