AN AGENDA FOR EVALUATION OF QUALITY OF TOURIST SERVICES RESEARCH

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.

旅游市场竞争日趋激烈，在此背景下，旅游服务企业纷纷致力于优化顾客在服务消费过程中对感知服务质量的评价认知。本研究旨在构建旅游服务质量评价领域的研究议程。

本研究采用的方法基于全面且严谨的系统文献综述（Systematic Literature Review, RSL），旨在识别可解释的研究模式与研究趋势；本次综述共分析148篇学术论文，从中精选10篇国内文献与10篇国际文献构建研究样本库，并绘制了勾勒该领域核心研究议题的概念图谱。此外，本研究梳理了该领域在理论范式、研究案例、评价模型与指标体系层面的多元研究视角。最后，本研究基于三大研究维度对研究结果进行综合与讨论：即旅游服务质量评价的理论范式、研究案例、评价模型与指标体系。

本研究兼具理论与实践价值：理论层面，本研究通过构建概念图谱梳理了旅游服务质量评价主题的核心研究范式，并生成研究议程，有助于学界理解该领域的主要理论流派，同时为未来相关研究与探讨指明方向。

关键词：旅游业；旅游服务；服务质量；旅游服务质量