Mapping Service Quality and Service Climate for Sustainable S ...

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Abstract

This study aims to provide a systematic literature review and visually map the service quality and service climate in hospitality to discuss the future of the constructs as a sustainable strategy. The study conducted a bibliometric and network analysis to review the literature of fifty-two hospitality articles published between 2008 and 2020, covering 145 authors, fourteen journals, and twenty-two countries and indexed with 240 authors’ keywords. China has the most citations (514), followed by the United States and Australia with 226 and 75 citations. The research trend topics showed that the keyword service climate is associated with leadership, motivation, and performance. Finally, it is essential to note that new service climate trends are related to technologies. This study is the first to utilize bibliometric analysis and structures of knowledge network analysis to assess the constructs of service quality and service climate as a sustainable strategy in the field of hospitality.