Continuous improvement methodologies and practices in hospitality and tourism

Abstract

Purpose This paper aims to present a systematic literature review (SLR) of continuous improvement (CI) research in the hospitality and tourism management (HTM) literature. The paper also notes trends, parallels, inconsistencies and opportunities towards a clearer understanding of current scholarship. Design/methodology/approach This SLR finds a dearth of research in the field. After parameter expansion and exclusions, 35 papers across 11 journals are reviewed. Findings Studies of CI methodologies and practices are published infrequently, tending to focus on total quality management in European contexts. Despite the guiding customer-centric principles of CI methodologies, studies focus on improving internal processes rather than the service encounter. Research limitations/implications The review is guided by sections of the ABS 2015 list, which excludes some journals. Books, conference papers and trade magazine articles are not reviewed. Practical implications This paper identifies clear needs for CI research with a specific hospitality management focus, the development of CI toolkits and curricula for hospitality managers. The development and deployment of CI methodologies and practices in HTM literature and industry should lead to long-term service improvements. Originality/value This study asserts the need for further context-specific, practice-led research into the refinement and long-term utility of CI methodologies and practices, towards demonstration of significant bottom-line industry impact. The paper also offers a clear SLR methodology and a definition for CI in hospitality.