AN AGENDA FOR EVALUATION OF QUALITY OF TOURIST SERVICES RESEARCH

Published: 17-05-2020| Version 1 | DOI: 10.17632/5bbzs5nj3h.1
Contributors:
Juliana Cardoso,
Kettrin Farias Bem Maracajá,
Petruska de Araújo Machado

Description

The tourism market is increasingly competitive and, for this reason, companies have sought to improve the perception of their customers' perceptions about the quality perceived during the consumption of the service. The study aims to develop a research agenda for studies on evaluating the quality of tourist services. The methodology used sought to identify interpretable patterns and research trends based on a dense and judicious Systematic Literature Review (RSL), which included the analysis of 148 scientific articles, a portfolio was built with 10 national and 10 international articles, generating a conceptual map that outlines the main discussions in the area. In addition, it brings multiple perspectives on theoretical approaches, events and models and indicators. Finally, the synthesis and discussion of the results was based on three study approaches: theoretical, events and models and indicators for evaluating tourist services. This research presents theoretical and practical contributions, the theoretical ones being the construction of the conceptual map, outlining the main approaches on the theme, generating a research agenda that contributes to understanding the main theoretical currents in the area of quality of tourist services and the possibilities of investigations and discussions to be held in the future. Keywords: Tourism; Tourist services; Quality of services; Quality of tourist services.

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