Services in Russia and abroad Services in Russia and abroad Сервис в России и за рубежом 1995-042X 6332 10.12737/11902 Наука о сервисе и туризме Science about service and tourism Наука о сервисе и туризме Tendencies of development of the concept of service management: analysis of foreign researches Тенденции развития концепции сервисного менеджмента: анализ зарубежных исследований Илькевич Сергей Викторович Ilkevich Sergey Викторович ilkevich83@mail.ru 29 06 2015 29 06 2015 9 2 https://naukaru.ru/en/nauka/article/6332/view

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.

This article is an attempt to identify and summarize the main trends and issues in the international publications deals with service management in the field of tourism and hospitality. The article considers publications 2012-2015 years of sampling represented eight leading foreign journals of tourism, hospitality and service management: 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. Based on the review and grouping of publications relevant service management issues in tourism and hospitality, the author makes a conclusion about kinds of topics, that are among the most typical in this field and gives examples of works for demonstration how wide is chosen issues. As can be seen from publications noted in the article , in the international literature of tourism, hospitality and service science is widely investigated the problems of service management in the tourism and hospitality. The author distinguishes ten thematic areas of service management in the tourism and hospitality, which probably kindle the highest interest and which are represented by a large number of publications: 1) the perception by tourists of issues related to risk and safety; 2) factors of customer loyalty; 3) the tourists motivation; 4) joint creation and customization of the tourist product; 5) consumer impressions; 6) methodological aspects of measuring consumer satisfaction; 7) social responsibility of business in the tourism and hospitality; 8) attitude to workers in the sphere of tourism and hospitality; 9) the needs of elderly tourists and tourists with disabilities; 10) use of information technology by consumers of tourist products

сервисный менеджмент сервис потребительское удовлетворение кастомизация социальная ответственность риски туризм гостеприимство туристский продукт service management service customer satisfaction customization social responsibility risks tourism hospitality tourist product

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