6533b837fe1ef96bd12a2973

RESEARCH PRODUCT

Service Quality Scales and Tourists with Special Needs: A Systematic Review

Jorge Garcés FerrerMireia Ferri SanzEstrella Durá Ferrandis

subject

media_common.quotation_subjectGeography Planning and DevelopmentTJ807-830Special needsManagement Monitoring Policy and LawDestinationssocial dimensionTD194-195Social dimensionRenewable energy sourcesPerception0502 economics and businessUNESCO::SOCIOLOGÍAGE1-350service quality scalessustainable tourismMarketingSustainable tourismmedia_commonService qualityEnvironmental effects of industries and plantsRenewable Energy Sustainability and the Environment05 social sciences:SOCIOLOGÍA [UNESCO]tourists with special needsEnvironmental sciencesScale (social sciences)050211 marketingBusiness050212 sport leisure & tourismTourism

description

This paper reviews the most commonly used scales for measuring service quality in sustainable tourism destinations to analyse if the requirements of tourists with special needs are considered. Results highlight that most of the recent research on service quality in tourism published in scientific journals is focused on a relative reduced number of validated scales. Variables related to tourists with special needs are often omitted or represent a reduced weight in the complete scale. Thus, this paper highlights the importance of including variables that collect the perceptions of service quality in this target group to better understand the individual perception of service quality and to move forward to sustainable tourism, considering the social dimension.

yearjournalcountryeditionlanguage
2019-07-15Sustainability
10.3390/su11143844https://www.mdpi.com/2071-1050/11/14/3844