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Open AccessArticle

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

1
Kveloce I+D+i, Torres Quevedo Researcher, 46002 Valencia, Spain
2
Polibienestar Research Institute, University of Valencia, 46022 Valencia, Spain
*
Author to whom correspondence should be addressed.
Sustainability 2019, 11(14), 3844; https://doi.org/10.3390/su11143844
Received: 31 May 2019 / Revised: 9 July 2019 / Accepted: 10 July 2019 / Published: 15 July 2019
(This article belongs to the Special Issue Service Quality in Leisure and Tourism)
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Abstract

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. View Full-Text
Keywords: service quality scales; tourists with special needs; sustainable tourism; social dimension service quality scales; tourists with special needs; sustainable tourism; social dimension
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Ferri Sanz, M.; Durá Ferrandis, E.; Garcés Ferrer, J. Service Quality Scales and Tourists with Special Needs: A Systematic Review. Sustainability 2019, 11, 3844.

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