Gamification in tourism and hospitality research in the era of digital platforms: a systematic literature review

PurposeThe present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality (T&H) sector, providing a roadmap for future research recommendations for service research and practice.Design/m...

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Bibliographic Details
Published in:Journal of service theory and practice 2021-08, Vol.31 (5), p.691-737
Main Authors: Pasca, Maria Giovina, Renzi, Maria Francesca, Di Pietro, Laura, Guglielmetti Mugion, Roberta
Format: Article
Language:English
Subjects:
Bibliometrics
Computer platforms
Consumers
Crowdsourcing
Customer services
Employees
Gamification
Literature reviews
Mechanics
Motivation
Systematic review
Tourism
User behavior
Value creation
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Summary:PurposeThe present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality (T&H) sector, providing a roadmap for future research recommendations for service research and practice.Design/methodology/approachThe research is based on a systematic literature review and adopts a systematic quantitative approach to summarize existing evidence on gamification usage in the T&H sector, focusing on relevant service literature on gamification. The authors analyze 36 papers published between 2011 and 2019.FindingsThe authors synthesize existing knowledge into five themes describing gamification's role in T&H (Edutainment, Sustainable behavior, Engagement factors, Service provider-generated content and User-generated reviews). Then, a cross-analysis of the five themes reveals the pivotal elements (affordances, behavioral and psychological outcomes, and benefits) generated by gamification mechanics in T&H, simultaneously highlighting potential implications and relevant insights for service literature. The review identifies critical issues affecting gamification research and provides a future research agenda, considering opportunities for T&H and service research.Originality/valueThe study provides the first SLR investigating gamification in T&H. The findings present potential implications and relevant insights for T&H contributing to the construction of a more holistic understanding of gamification adoption in service research.
ISSN:2055-6225
2055-6233
DOI:10.1108/JSTP-05-2020-0094