Annotated Bibliography

Annotated Bibliography

Executive Summary

The research study examined the quality of service which is offered by the employees of hotel management to its tourist for attaining the competitive edge in the highly competitive tourism sector. This study significantly summarized each five articles in such a manner that each point i.e., aim of research, key findings, research method and limitation of research and so on are addressed properly for making better understanding regarding the topic so that future research can be conducted further accordingly.

Introduction

The main purpose of this report is to examine the managing service quality of the service sector and for that the tourism service sector has been selected. In concern to this, the five different research articles will be selected from different journals such as Tourism Management, International Journal of Hospitality Management and Tourism and Hospitality Research.

This study will simply help in reviewing each selected article in order to develop a short summary which defines various includes aspects like the aim of a research paper, methodology, data analytics techniques, and limitation, etc. At the same time, this study will also help in determining future research directions in each selected articles on which further research can be conducted.

Article 1: Taylan Dortyol, I., Varinli, I. and Kitapci, O., 2014. How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management26(3), pp.470-495.

The main purpose of this research paper is to identify and understand the tourist’s perception related to hotel service quality in Antalya/Turkey. In addition, the research objective of the study is to explore the dimensions related to the service quality of hotel as well as to identify the impact of those dimensions on different aspects related to customer satisfaction level, customer intention, and customer value.

In Antalya, hotel managers can efficiently understand the priorities of guest and accordingly make arrangement in their existing service process in order to fulfill the priorities (Taylan Dortyol et al., 2014).

The key findings of the research are that tangibles, food quality, and reliability are dimensions which directly or indirectly influence the customer satisfaction level.

Moreover, in customer value, the different dimensions are identified such as reliability, food quality, transportation, price level, tangibles, friendly and climate, and hygiene, etc affects the hotel recommendation by a guest. In a similar manner, customer intentions are also explored by determining the dimensions

The research method used by the researcher in the study is a mixed research method in which both primary and secondary data collection methods are used. In primary data collection, tourists, German tourists, women and white collars workers are selected as sample respectively.

The major limitation in the research study is unexplained variance which is determined by using the regression analysis. However, the future research area on which the researcher should aim at determining the factors for explaining the variances in an efficient manner.

Article 2: Koyuncu, M., J. Burke, R., Astakhova, M., Eren, D. and Cetin, H., 2014. Servant leadership and perceptions of service quality provided by front-line service workers in hotels in Turkey: achieving competitive advantage. International Journal of Contemporary Hospitality Management26(7), pp.1083-1099.

The main aim of the research is to examine the relationship between the services employees i.e., service quality perceptions and servant leadership provided by front-line managers in Turkey Hotels in order to achieve a competitive advantage. In the research, the theoretical concept of servant leadership and quality of service is studied for developing better understanding related to their relationship within an organization for achieving the competitive edge (Koyuncu et al., 2014).

For conducting effective research, both primary and secondary data collection methods are used in which the primary data were collected by targeting the frontier employees of both 4 star and 5-star hotels in Turkey. At the same time, secondary data collection was collected that helped in measuring the relationship of servant leadership relationship with the service quality which found to be highly reliable.

The major research finding is that service employees of Hotels reporting a high level of servant leaderships from their first line manager which ultimately indicates a high level of service quality. In simple words, there is a huge positive relationship between servant leadership and service quality.

During the research, some limitations were identified that first, data collected from respondents self-repots raises the limited possibility of response and second, the sample used for research is reasonably large as well as all properties of hotels were located at same regions and that might not represent all hotel employees in Turkey respectively.

Article 3: Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management46, pp.20-29.

The main purpose of this study is to explain the formation of an international traveler’s customer intention by considering the impact of satisfaction, trust, and quality and price reasonableness in the medical tourism industry.

In today’s competitive tourism environment, business is facing critical challenges to the success of medical clinics. The research method used for this study is the primary data collection method in which field survey was conducted at the medical clinic of the tourism industry.

The finding from structural research analysis indicates that there is a direct impact of service quality of hotel management on the customer satisfaction and trust which leads to retention of customers for long term period for revisiting the clinics in the destination country (Han and Hyun, 2015).

During the analysis, it is observed that the impact of price reasonableness on the proposed theoretical model was huge and that resultant into the metric-invariance model. The tourism companies need to incorporate medical and service quality successfully in the medical clinics for the formation of repurchase intention of the customer.

Moreover, there are some limitations identified which creates influence on the current and future research like data collected for the study drew a proper data set in which 66.7% of respondents were female which created imbalance.

Second, the limitation was that data were collected by using convince sampling approach from two medical clinics located at two different metropolitan cities in Korea.  However, this study will strengthen the further theoretical framework proposal by providing a comprehensive explanation to the intentional formation.

Article 4: Espino-Rodríguez, T.F. and Gil-Padilla, A.M., 2015. The structural and infrastructural decisions of operations management in the hotel sector and their impact on organizational performance. Tourism and Hospitality Research15(1), pp.3-18.

The main aim of the research is to analysis the impact of structural and infrastructure decisions of the operation management on the hotel performance. This study provided with the valid instrument which helps in identifying the practices or policies related to operations area as this help in measuring the decisions related to structure and infrastructure.

While analyzing the research, it is found that the hotel management required to emphasis on decisions related to hotel organization, technology facilities, operations planning as well as the development of new services will ultimately lead to an improvement in the organizational performance (Espino-Rodríguez and Gil-Padilla, 2015).

In research, the methods used by the researcher are quantitative and qualitative research methods in which secondary data was collected to examine and justify the relationship of structural and infrastructural decisions with organizational performance.

The main limitation of the research is that study was somewhere emphasized on describing the operations policies and practices at a theoretical level. For the future research study, the researcher could examine the need for the development of one specific policy or practices related to operation such as vertical integration in which there is need to list all business decisions for addressing the literature of operation management.

Article 5: Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management46, pp.419-430.

The main aim of the study is to examine the attitude of an employee working in the Hotels catering to tourist for analyzing the service quality and their perception for training opportunities. The researcher used an integrated model which was developed to highlight the relationship between perceived accessibility, benefits and support for training (Dhar, 2015).

The research method used by the researcher for this study is both primary and secondary data collection method in which secondary data were collected from different books, articles whereas primary data were collected from a sample of 494 employees working in small or medium size tourist which are operating their business in Uttarakhand, India.

Moreover, the research was conducted by cross-sectional in nature and survey-based. The key finding of the research study is to reveal the strong relationship between the quality of service and employee training in hotels where tourists visit most. Further, the recommendations were also provided that studies in future should be carried out on the basis of longitudinal and experimental in nature for establishing the relationship of different factors conclusively.

Conclusion

From the above study, it can be concluded easily that all selected research papers have efficiently discussed regarding the quality of service in the tourism sector.

The quality of service is a major aspect on which tourist industry need to focus on achieving the competitive advantage as well as to improve the organizational performance efficiently and effectively. This critical study helped me in understanding the perception of the employee, managers and customers for the quality of service in the hotel sector.

References

Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management46, pp.419-430.

Espino-Rodríguez, T.F. and Gil-Padilla, A.M., 2015. The structural and infrastructural decisions of operations management in the hotel sector and their impact on organizational performance. Tourism and Hospitality Research15(1), pp.3-18.

Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management46, pp.20-29.

Koyuncu, M., J. Burke, R., Astakhova, M., Eren, D. and Cetin, H., 2014. Servant leadership and perceptions of service quality provided by front-line service workers in hotels in Turkey: achieving competitive advantage. International Journal of Contemporary Hospitality Management26(7), pp.1083-1099.

Taylan Dortyol, I., Varinli, I. and Kitapci, O., 2014. How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management26(3), pp.470-495.

 

 

 

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