Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda

• Main Authors: Marc Oliveras-Villanueva, Josep Llach, Jordi Perramon
• Format: Article
• Language: English
• Published: MDPI AG 2020-10-01
• Series: Sustainability
• Subjects: service quality; sustainability; hospitality; tourism; sustainable practices
• Online Access: https://www.mdpi.com/2071-1050/12/19/8152

This article presents a systematic review of the literature on quality of service and sustainable practices in the hospitality sector with the objective of analyzing the state of the art, identifying gaps for future lines of research, and defining a future research agenda. The number of articles on these topics, although not particularly high, does demonstrate a growing trend. Despite this growth, however, several untreated lines of research were detected in three specific areas. In the first area, emphasis is placed on the critical factors that affect the quality of service. In the second area are the specific practices and tools of sustainability and quality of service that affect development and business success. Finally, the third section analyses the impact of strategies and the management of sustainable practices and quality of service with respect to business development. Research questions have been defined for each area.