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The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions
International Journal of Hospitality Management ( IF 11.7 ) Pub Date : 2023-03-13 , DOI: 10.1016/j.ijhm.2023.103457
Hyunsu Kim, Kevin Kam Fung So

Given the hospitality and tourism industry’s vulnerability to service failure, extensive research has been conducted to examine the impacts of service failures and effective recovery initiatives. This study provides an integrative review of the evolution of the service failure and recovery (SFR) literature based on 263 articles published across 28 hospitality and tourism journals from 2001 to 2021. We performed a bibliometric analysis to evaluate outlets of publication trajectories as well as to identify the most influential authors and articles in SFR research. We further constructed a typology of inter-related concepts in SFR and uncovered the thematic development of related research, delivering a longitudinal assessment of this domain. A framework-based systematic review technique was subsequently adopted to offer an innovative integration of the SFR literature. Findings were illustrated based on the theories, contexts, and methods framework and synthesized to provide an organized view of theoretical associations through the antecedents, decisions, and outcomes framework. Additionally, fruitful avenues for future research are suggested.



中文翻译:

酒店和旅游业服务失败和恢复研究的演变:综合回顾和未来研究方向

鉴于酒店和旅游业容易受到服务故障的影响,已经进行了广泛的研究以检查服务故障和有效恢复计划的影响。本研究基于 2001 年至 2021 年在 28 家酒店和旅游期刊上发表的 263 篇文章,对服务失败和恢复 (SFR) 文献的演变进行了综合审查。我们进行了文献计量分析,以评估出版轨迹的网点以及确定 SFR 研究中最有影响力的作者和文章。我们进一步构建了 SFR 中相互关联的概念的类型学,并揭示了相关研究的主题发展,对该领域进行了纵向评估。随后采用了基于框架的系统评价技术,以提供对 SFR 文献的创新整合。研究结果根据理论、背景和方法框架进行说明,并综合起来,通过前因、决策和结果框架提供理论关联的有组织的观点。此外,还建议了未来研究的富有成效的途径。

更新日期:2023-03-16
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