Service quality and customer satisfaction in hospitality, leisure, sport and tourism: an assessment of research in Web of Science

Service quality and customer satisfaction (SQCS) represent one of the most researched themes in tourism and hospitality literature in recent years. The present study is an attempt to critically analyze emerging themes and trends in SQCS research in tourism and hospitality and explore future research directions. The study employs bibliometric analysis of literature using the bibliometrix R package. The database for the current study has been prepared from the Web of Science. The results reveal a steady growth in SQCS research, especially in the hospitality sector and that ‘customer satisfaction and ‘satisfaction’ as the two major themes of SQCS research. Thematic network analysis of the SQCS publications revealed destination loyalty, customer value, customer experience, and emotional labour as important themes covered in SQCS research in tourism and hospitality. The study contributes to deepening the understanding of SQCS and its importance in tourism and hospitality research. It also identifies key themes and practices that tourism and hospitality managers could adopt in their businesses to improve service quality, customer satisfaction and achieve competitive advantage