Theoretical framework that guides the qualified scientific production on quality in tourist services

Abstract

This article aims to present the theoretical framework that guides the qualified scientific production about the quality in tourist services. It used a qualitative approach to select a portfolio of literature published from 2002 to 2012 and from them extract and analyze the most prominent references. The results indicate that the research about quality in tourism is based on generalist theories from the end of the 80s and 90s, primarily based on marketing that are used indiscriminately for any service provider. These theories focus on the marketing aspects and the perceived quality and less on quality management and service operations. This conception cannot be disregarded, but it is necessary to include other concepts that consider the breadth and scope of quality in tourism, such as services experience, environmental responsibility, quality management, process management, among others.