В настоящей статье представлена попытка определить и обобщить основные тенденции и тематики в международных публикациях в области сервисного менеджмента в сфере туризма и гостеприимства. В статье рассматриваются публикации за 2012–2015 годы из выборки, представленной восьмью ведущими зарубежными журналами по туризму, гостеприимству и сервисному менеджменту: Journal of Service Science and Management, Journal of Service Management, Service Science, Tourism Management, Journal of Hospitality and Tourism Management, Annals of Tourism Research, International Journal of Hospitality Management и Journal of Hospitality Management and Tourism. На основе обзора и группировки публикаций, релевантных проблематике сервисного менеджмента в отрасли туризма и гостеприимства, автор делает обобщения относительно того, какие тематики являются одними из самых характерных в данной области, приводит примеры работ с целью показать, насколько широкой является выбранная проблематика. Как видно из отмеченных в статье работ, в международной литературе по туризму, гостеприимству и сервисной науке удается достаточно широко исследовать проблемы сервисного менеджмента в туризме и гостеприимства. Автором выделены десять тематических областей сервисного менеджмента в туризме и гостеприимстве, которые, возможно, вызывают наибольший интерес и которые представлены большим количеством публикаций: 1) восприятие туристами вопросов, связанных с рисками и безопасностью; 2) факторы потребительской лояльности; 3) мотивация туристов; 4) совместное создание и кастомизация туристского продукта; 5) потребительские впечатления; 6) методологические аспекты измерения потребительского удовлетворения; 7) социальная ответственность бизнеса в сфере туризма и гостеприимства; 8) отношение к работникам сферы туризма и гостеприимства; 9) нужды пожилых туристов и туристов с ограниченными возможностями; 10) использование информационных технологий потребителями туристских продуктов.
сервисный менеджмент, сервис, потребительское удовлетворение, кастомизация, социальная ответственность, риски, туризм, гостеприимство, туристский продукт
1. Чернышев, Б.Н. Менеджмент в сервисной экономике: сущность и содержание // Проблемы теории и практики управления. - 2004. - №1.
2. Иноземцев, В.Л. За пределами экономического общества. Постиндустриальные теории и постэкономические тенденции в современном мире. - М.: «Academia»-Наука, 1998.
3. Seabra, C., Dolnicar, S., Abrantes, J.L., Kastenholz, E. (2013), Heterogeneity in risk and safety perceptions of international tourists, Tourism Management, Vol. 36, June, pp. 502-510.
4. Williams, A.M., Balaz, V. (2013), Tourism, risk tolerance and competences: Travel organization and tourism hazards, Tourism Management, Vol. 35, April, pp. 209-221.
5. Botterill, D., Pointing, Sh., Hayes-Jonkers, Ch., Clough, A., Jones, T., Rodrigues C. (2013), Violance, backpackers, security and critical realism, Annals of Tourism Research, Vol. 42, July, pp. 311-333.
6. Zhang, H., Fu, X., Cai, L.A., Lu, L. (2014), Destination image and tourist loyalty: A meta-analysis, Tourism Management, Vol. 40, February, pp. 213-223.
7. McKercher, B., Denizci-Guillet, B., Ng, E. (2012), Rethinking Loyalty, Annals of Tourism Research, Vol. 39, Issue 2, April, pp. 708-734.
8. Okeudo, G., Chikwendu, D.U. (2013), Effects of airline service quality on airline image and passengers’ loyalty: Findings from Arik Air Nigeria passengers, Journal of Hospitality Management and Tourism, Vil. 4(2), July, pp. 19-28.
9. Han, H. (2013), Effects of in-flight ambience and space/function on air travelers’ decision to select a low-cost airline, Tourism management, Vol. 37, August, pp. 125-135.
10. Jani, D., Han, H. (2014), Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry, International Journal of Hospitality Management, Vol. 37, February, pp. 11-20.
11. Jani, D., Han, H. (2014), Influence of environmental stimuli on hotel customer emotional loyalty respoce: Testing the moderating effect of the big five personality factors, International Journal of Hospitality Management, Vol. 44, January, pp. 48-57.
12. Rid, W., Ezeuduji, I.O., Probstl-Haider, U. (2014), Segmentation by motivation for rural tourism activities in The Gambia, Tourism Management, Vol. 40, February, pp. 102-116.
13. Steckenreuter, A., Wolf, I.D. (2013), How to use persuasive communication to encourage visitors to pay park user fees, Tourism Management, Vol. 37, August, pp. 58-70.
14. Han, H., Hyun, S.S. (2015), Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness, Tourism Management, Vol. 46, February, pp. 20-29.
15. Oom do Valle, P., Pintassilgo, P., Matias, A., Andre, F. (2012), Tourist attitudes towards an accommodation tax earmarked for environmental protection: A survey in the Algarve, Tourism Management, Vol. 33, Issue 6, December, pp. 1408-1416.
16. Lai, Ch., Li, X., Harrill, R. (2013), Chinese outbound tourists’ perceived constraints to visiting the United States, Tourism Management, Vol. 37, August, pp. 136-146.
17. Park, J.-Y., Jang S. (2013), Confused by too many choices? Choice overload in tourism, Tourism Management, Vol. 35, April, pp. 1-12.
18. Jin, L., He, Y., Song, H. (2012), Service customization: To upgrade or to downgrade? An investigation of how option framing affects tourists’ choice of package-tour services, Tourism Management, Vol. 33, Issue 2, April, pp. 266-275.
19. Grissemann, U.S., Stokburger-Sauer, N.E. (2012), Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance, Tourism Management, Vol. 33, Issue 6, pp. 1483-1492.
20. Wang, W., Chen, J.S., Fan, L., Lu, J. (2012), Tourist experience and Wetlands parks: A case of Zhejiang, China, Annals of Tourism Research, Vol. 39, Issue 4, October, pp. 1763-1778.
21. Dong, P., Siu, N. Y.-M. (2013), Servicescape elements, customer predispositions and service experience: The case of theme park visitors, Tourism Management, Vol. 36, June, pp. 541-551.
22. Chua, B.-L., Lee, S., Goh, B., Han, H. (2015), Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity, International Journal of Hospitality Management, Vol. 44, January, pp. 131-145.
23. Deng, W.J., Yeh, M.L., Sung, M.L. (2013), A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index, International Journal of Hospitality management, Vol. 35, December, pp. 133-140.
24. Sun, K.-A., Kim, D.-Y. (2013), Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI), International Journal of Hospitality Management, Vol. 35, December, pp. 68-77.
25. Gao, Y., Mattila, A.S. (2014), Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive, International Journal of Hospitality Management, Vol. 42, September, pp. 20-31.
26. Torres-Sovero, C., Gonzalez, J.A., Martin-Lopez, B., Kirkby, C.A. (2012), Social-ecological factors influencing tourist satisfaction in three ecotourism lodges in the southeastern Peruvian Amazon, Tourism Management, Vol. 33, Issue 3, June, pp. 545-552.
27. Benavides-Vasco, C.A., Quintana-Garcia, C., Marchante-Lara, M. (2014), Total quality management, corporate social responsibility and performance in the hotel industry, International Journal of Hospitality Management, Vol. 41, August, pp. 77-87.
28. Font, X., Walmsley, A., Cogotti, S., McCombes, L., Hausler, N. (2012), Corporate social responsibility: The disclosure-performance gap, Tourism Management, Vol. 33, Issue 6, December, pp. 1544-1553.
29. Siu, N. Y.-M., Zhang, T. J.-F., Kwan, H.-Y. (2014), Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction, International Journal of Hospitality Management, Vol. 43, October, pp. 87-97.
30. Kim, M.-Ch., Kim, Y.-H. (2014), Corporate social responsibility and shareholder value of restaurant firms, International Journal of Hospitality Management, Vol. 40, July, pp. 120-129.
31. Sainaghi, R., Baggio, R. (2014), Structural social capital and hotel performance: Is there a link? International Journal of Hospitality Management, Vol. 37, February, pp. 99-110.
32. Zoghbi-Manrique-de-Lara, P., Aguia-Quintana, T., Suarez-Acosta, M.A. (2013), A justice framework for understanding how guests react to hotel employee (mis)treatment, Tourism Management, Vol. 36, June, pp. 143-152.
33. Bentley, T.A., Catley, B., Cooper-Thomas, H., Gardner, D., O’Driscoll, M.P., Dale, A., Trenberth, L. (2012), Perceptions of workplace bullying in the New Zealand travel industry: Prevalence and management strategies, Tourism Management, Vol. 33. Issue 2, April, pp. 351-360.
34. Hon, A.H.Y. (2013), Does job creativity requirement improve service performance? A multilevel analysis of work stress and service environment, International Journal of Hospitality Management, Vol. 35, December, pp. 161-170.
35. Lin, J.-H., Wong, J.-Y., Ho, Ch. (2013), Promoting frontline employees’ quality of life: Leisure benefit systems and work-to-leisure conflicts, Tourism Management, Vol. 36, June, pp. 178-187.
36. Robinson, R.N.S., Kralj, A., Solnet, D.J., Goh, E., Callan, V. (2014), Thinking job embeddedness not turnover: Towards a better understanding of frontline hotel worker retention, International Journal of Hospitality Management, Vol. 36, January, pp. 101-109.
37. Chen, S.C., Shoemaker, S. (2014), Age and cohort effects: The American senior tourism market, Annals of Tourism Research, Vol. 48, September, pp.58-75.
38. Kim, H., Woo, E., Uysal, M. (2015), Tourism experience and quality of life among elderly tourists, Tourism Management, Vol. 46, February, pp. 465-476.
39. Alen, E., Nicolau, J.L., Losada, N., Dominguez, T. (2014), Determinant factors of senior tourists’ length of stay, Annals of Tourism Research, Vol. 49, November, pp. 19-32.
40. Lee, B.K., Agarwal, S., Kim, H.J. (2012), Influences of travel constraints on the people with disabilities’ intention to travel: An application of Seligman’s helplessness theory, Tourism Management, Vol. 33, Issue 3, June, pp. 569-579.
41. MacKay, K., Vogt, C. (2012), Information technologies in everyday and vacation contexts, Annals of Tourism Research, Vol. 39, Issue 3, July, pp. 1380-1401.
42. Xiang, Z., Schwarts, Z., Gerdes, J.H., Uysal, M. (2015), What can big data and text analytics tell us about hotel guest experience and satisfaction? International Journal of Hospitality Management, Vol. 44, January, pp. 120-130.