Service quality research on china’s hospitality and tourism industry

Kee Fu Tsang, Louisa Yee Sum Lee, Hailin Qu

Research output: Journal article publicationJournal articleAcademic researchpeer-review

20 Citations (Scopus)

Abstract

Purpose – The study aims to provide an inventory of the existing English and Chinese research on service quality in China’s hospitality and tourism industry. The study aims to identify the reasons for the lack of research on service quality in China’s hospitality and tourism industry and the ignorance of the Chinese language literature in the field. Design/methodology/approach – A synthesis review is conducted of 31 articles published in 11 leading Chinese and English academic journals from 1998 to 2013. Findings – Popular research themes are service quality management and evaluation in the hotel sector. The majority of the reviewed articles are empirical studies that adopt quantitative methods, and none of the English articles use qualitative methods. Recent studies tend to use sophisticated statistical techniques such as confirmatory factor analysis and structural equation modeling. Changes in disciplines, publication trends and statistical techniques are observed. The theoretical and practical contributions of the Chinese and English publications are compared, and recommendations are made for future research. Originality/value – This study is one of the first to review and compare the existing publications in the leading Chinese- and English-language journals. It provides a platform for scholars, especially non-Chinese literate researchers, to understand the research on service quality in the China hospitality and tourism industry.
Original languageEnglish
Pages (from-to)473-497
Number of pages25
JournalInternational Journal of Contemporary Hospitality Management
Volume27
Issue number3
DOIs
Publication statusPublished - 1 Jan 2015

Keywords

  • China
  • Chinese literature
  • Hospitality industry
  • Service quality
  • Synthesis review
  • Tourism industry

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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