Service Research in the Hospitality Literature: Insights from a Systematic Review

Jay Kandampully, Byron KEATING, Beom Cheol Peter, Anna Mattila, David Solne

Research output: Contribution to journalArticle

19 Citations (Scopus)

Abstract

This study applies a Delphi analysis regarding the level of integration of service topics in the hospitality literature, as found in 539 service-related papers published in four hospitality journals from 1998 to 2012. The journals in question are Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, and Journal of Hospitality Tourism Research. The number of service-related studies account for 16 percent of the total pool of articles in the four journals over the fifteen-year period, and the analysis records an increase in the number of service-based articles published over this period. Since then, the number of articles dealing with service-related phenomena has ebbed somewhat. Theory-testing papers dominated the hospitality literature during the study period, accounting for more than half of the papers, while theory-building papers accounted for a quarter of all papers, and around 15 percent had a conceptual purpose. The most popular topic for papers in this sample was service experience, followed by operations management, human resource management, and accounting.
Original languageEnglish
Pages (from-to)287-299
Number of pages13
JournalCornell Hospitality Quarterly
Volume55
Issue number3
DOIs
Publication statusPublished - 2014

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Delphi analysis
human resource
services
Systematic review
Hospitality
resource management
tourism
Hospitality management
Theory testing
Theory building
Human resource management
Delphi
Operations management
Service experience
Tourism research
analysis
accounting

Cite this

Kandampully, Jay ; KEATING, Byron ; Peter, Beom Cheol ; Mattila, Anna ; Solne, David. / Service Research in the Hospitality Literature: Insights from a Systematic Review. In: Cornell Hospitality Quarterly. 2014 ; Vol. 55, No. 3. pp. 287-299.
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Kandampully, J, KEATING, B, Peter, BC, Mattila, A & Solne, D 2014, 'Service Research in the Hospitality Literature: Insights from a Systematic Review', Cornell Hospitality Quarterly, vol. 55, no. 3, pp. 287-299. https://doi.org/10.1177/1938965514536778

Service Research in the Hospitality Literature: Insights from a Systematic Review. / Kandampully, Jay; KEATING, Byron; Peter, Beom Cheol; Mattila, Anna; Solne, David.

In: Cornell Hospitality Quarterly, Vol. 55, No. 3, 2014, p. 287-299.

Research output: Contribution to journalArticle

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