Mapping innovation and service quality in hotels: Bibliometric and thematic analysis

Abstract

This study provides a comprehensive mapping of the research landscape on innovation and service quality in the hotel sector from 2020 to 2024, based on 52 scholarly articles sourced from Scopus. Adopting a systematic literature review approach supported by bibliometric visualization (publication trends, co-authorship networks, keyword co-occurrence, and citation mapping), the study identifies key trajectories, intellectual structures, and interconnections. The findings reveal a notable increase in publications, especially in 2023 - 2024, with concentrations in Spain, Thailand, and Greece, amid fragmented international collaborations. Five thematic clusters emerged: Technological Innovation and Digital Transformation, Service Quality and Innovation in Crisis Contexts, Human Resource Development and Leadership, Sustainability and Competitive Advantage, and Organizational Performance and Market Strategies. Theoretical analysis highlights the tension between Dynamic Capabilities (sensing and seizing opportunities) and Resilience (absorbing shocks). The study proposes an integrated framework where innovation acts not merely as a mediator, but as a mechanism to balance the trade-off between operational stability and strategic transformation. The practical implications include prioritising AI integration, employee resilience training, and sustainable practices for managers and policymakers.