Science AI Journal
Business, Management and Accounting · Research topic

Open research questions in Customer Service Quality and Loyalty

451 gap statements mined from Customer Service Quality and Loyalty papers in our 7.9M-paper local library, which holds 4,492 papers on the topic — drawn mostly from each paper's own stated research gap, future-work, challenge and limitation notes, and its abstract. The ones listed below are a selection still marked open; each names the study that raised it, with a DOI link where the paper has one.

Choosing where to publish on Customer Service Quality and Loyalty? See the ranked Economics journals.

What the literature leaves open

  • The diversification of consumer demands and the need for a precision strategy to empower platforms.

    Development and Validation of a Framework on Consumer Satisfaction in Fresh Food E-Shopping: The Integration of Theory and Data · 2025 · DOI

  • There is a significant gap in the literature regarding the perceived quality of tourist transportation services. The gap is particularly notable in emerging adventure tourism destinations like Baños de Agua Santa. The study aims to address this gap and propose improvements to enhance the tourist experience.

    Perceived Quality of Service in Tourist Transportation in the City of Baños de Agua Santa, Ecuador · 2024 · DOI

  • While prior research emphasizes the role of physical environments and service interactions, cognitive mechanisms remain underexplored.

    Enhancing guest behavioral attitudes and intentions through experiences: a socio-cognitive mindfulness perspective · 2026 · DOI

  • While luxury restaurant dining involves high financial, symbolic, and experiential stakes, post‐consumption evaluations often remain uncertain.

    “It Wasn't as Worth It as I Thought”: Post‐Purchase Luxury Risk and Loyalty in Fine Dining · 2026 · DOI

  • However, the trust between kids’ club employees and tourists (parents) has not been studied widely in the literature.

    The Effect of Parents' Trust in Kids’ Club Employees On Satisfaction and Intention to Recommend · 2026 · DOI

  • E-sports hotels are one of the fastest-growing sectors within the “e-sports + X” model, yet academic research on this setting remains limited, and little is known about the environments that best support repeat consumption.

    Exploring e-sports hotel repurchase intentions through polynomial regression and response surface analysis · 2026 · DOI

  • There is a gap in the literature with regard to how customer education influences brand associations and brand preference, especially in business-to-business (B2B) markets.

    The effect of customer education on brand associations and brand preference in business-to-business relationships · 2026 · DOI

  • However, little is known about the role of professional customer education and trainings in fostering favorable brand evaluations of industrial buyers.

    The effect of customer education on brand associations and brand preference in business-to-business relationships · 2026 · DOI

  • While customer experience, satisfaction and their relationship have been studied in Business-to-Customer shipping, limited research explores these factors among Business-to-Business (B2B) stakeholders beyond customers.

    Stakeholders experience management in shipping industry: a strategic edge for competitive advantage · 2025 · DOI

  • The study’s empirical application is limited to a single entity (a hotel), which restricts immediate generalizability.

    A benchmark-driven approach for cost-effective service operations improvement in hotels: integrating analytic hierarchy process, gap analysis and integer programming · 2025 · DOI

  • Future research should explore and validate the model's applicability in multi-site or cross-country settings to enhance its broader practical relevance and theoretical robustness.

    A benchmark-driven approach for cost-effective service operations improvement in hotels: integrating analytic hierarchy process, gap analysis and integer programming · 2025 · DOI

  • Tourists’ interactions significantly influence the tourism experience, yet negative interactions remain under-researched.

    When justice matters: reflections of negative tourist-to-tourist interactions in five-star hotels · 2025 · DOI

  • Even though customer relationship management (CRM) relies heavily on the hospitality check‐in experience, research is scarce on its impacts and the moderating effect of loyalty membership programs.

    Check‐in significance: Differentiating loyalty reward members and non‐members · 2024 · DOI

  • This study aims to explore the interplay between resource stewardship, relational connectedness and value co-creation in business-to-business (B2B) marketing, addressing gaps in understanding how these elements collectively influence stakeholder relationships and organizational outcomes.

    Beyond the transaction: exploring resources stewardship, relational connectedness and co-creation in B2B marketing · 2024 · DOI

  • Small talk is often regarded as important in business interactions, yet the effect of genuine engagement on B2B communication remains underexplored.

    Genuine small talk, rapport, and negotiation outcomes in B2B relationship · 2024 · DOI

  • However, the roles of knowledge contributors in generating consumer satisfaction are not well understood.

    Enhancing consumer satisfaction in the online knowledge payment context: the effects of warmth and competence · 2024 · DOI

  • The study is limited to Crescent InfoTech in Erode, and the findings may not be applicable to other companies or regions. The sample size is relatively small, which may not fully represent the entire customer base. The study relies on primary data collected through questionnaires, and responses may be influenced by personal bias or perception of the respondents.

    Customer Experience and Brand Loyalty in Crescent Infotech at Erode · 2026 · DOI

  • There is a need to analyze the relationship between customer experience and brand loyalty in the context of Crescent InfoTech in Erode.

    Customer Experience and Brand Loyalty in Crescent Infotech at Erode · 2026 · DOI

  • The study has a limited sample size of 347 respondents. The research focuses on the fast-food industry in Tangerang, Indonesia, which may not be generalizable to other contexts. The study uses a quantitative research approach, which may not capture the nuances of consumer behavior.

    The Mediating Roles of Consumer Satisfaction and Word-of-Mouth in the Relationship between Service Quality, Price Fairness, and Loyalty in Indonesian Fast Food · 2026 · DOI

  • Future studies could explore the relationships between service quality, price fairness, and consumer loyalty in other industries. The research could be replicated in other cultural contexts to test the generalizability of the findings. Future studies could investigate the impact of digital transformation on consumer behavior and loyalty in the fast-food industry.

    The Mediating Roles of Consumer Satisfaction and Word-of-Mouth in the Relationship between Service Quality, Price Fairness, and Loyalty in Indonesian Fast Food · 2026 · DOI

  • Empirical evidence explaining how experiential and social dynamics within brand communities translate into brand loyalty remains limited. The study aims to investigate the effects of experience, individual interaction, and social relationships on brand loyalty.

    The Social Path to Brand Loyalty: How Interaction and Relationships Drive Commitment in Brand Communities · 2026 · DOI

  • Online switching costs (OSC) significantly influence customer behavior, yet few studies have explored e‐loyalty mechanisms from this perspective.

    Online Switching Cost's Antecedents and Effects on e‐Loyalty: A Case From the Online Booking Market · 2025 · DOI

  • The study identifies the challenge of fulfilling service commitments to cultivate trust. The research highlights the importance of addressing the gap between tourists' expectations and their actual experiences. The study notes the challenge of providing individualized attention to customers.

    Perceived Quality of Service in Tourist Transportation in the City of Baños de Agua Santa, Ecuador · 2024 · DOI

  • Unlike standardized hotels, homestays emphasize social context, making travel companions a critical yet underexplored factor in shaping tourist experiences.

    Tourist Loyalty in Socially Embedded Cultural Homestays: The Moderating Role of Travel Companions · 2026 · DOI

  • This study filled this critical gap in the literature by offering a unique perspective on the study variables and their interrelationships.

    Synthesizing customer satisfaction and loyalty through contractors’ service quality and brand image · 2024 · DOI

Most-cited papers in Customer Service Quality and Loyalty

Most recent work

Find a gap in your own Customer Service Quality and Loyalty sub-topic

This page shows what the Customer Service Quality and Loyalty literature already flags as unresolved. To narrow it to your specific question, search the Research Gap Finder: the search is free with a free account and lists the papers closest to your topic first. Unlocking that topic (50 credits, charged once) fills the comparison table from our 7.9M-paper local library and writes the gaps from its rows.

Open the Research Gap Finder →

Related topics in Business, Management and Accounting

Job Satisfaction and Organizational Behavior
1,827 open questions
Environmental Sustainability in Business
1,128 open questions
Corporate Social Responsibility Reporting
1,099 open questions
Entrepreneurship Studies and Influences
1,094 open questions
Sustainable Supply Chain Management
978 open questions
Consumer Behavior in Brand Consumption and Identification
806 open questions
Management and Organizational Studies
794 open questions
International Business and FDI
619 open questions
Open questions raised by papers listed on this page include: (1) While prior research emphasizes the role of physical environments and service interactions, cognitive mechanisms remain underexplored (“Enhancing guest behavioral attitudes and intentions through experiences: a…”, 2026); (2) The trust between kids’ club employees and tourists (parents) has not been studied widely in the literature (“The Effect of Parents' Trust in Kids’ Club Employees On Satisfaction and…”, 2026); (3) E-sports hotels are one of the fastest-growing sectors within the “e-sports + X” model, yet academic research on this setting remains limited, and little is known about the environments that best support repeat consumption (“Exploring e-sports hotel repurchase intentions through polynomial regression…”, 2026); (4) Little is known about the role of professional customer education and trainings in fostering favorable brand evaluations of industrial buyers (“The effect of customer education on brand associations and brand preference in…”, 2026); (5) There is a need to analyze the relationship between customer experience and brand loyalty in the context of Crescent InfoTech in Erode (“Customer Experience and Brand Loyalty in Crescent Infotech at Erode”, 2026). 451 gap statements have been mined from Customer Service Quality and Loyalty papers in our 7.9M-paper local library, which holds 4,492 papers on the topic; the gaps come from whichever of those papers state one. They are mostly the research gaps the authors state and the papers' abstracts, plus future-work, limitations and challenges passages. The ones listed below are a selection still marked open; each names the study that raised it, with a DOI link where the paper has one, so you can read the original claim in context.

Tools for your next paper

Gaps & Literature SearchFind open questions in any field — 1,100,000+ open gaps mined from our own library.Pre-CheckIs your paper ready? Acceptance odds for top, mid and open/emerging journals, in seconds.Journal FinderA ranked shortlist of target journals from a 17,500-venue index.Duplicate Publication CheckerCheck for prior publication across 7 sources and our local library.Citation GeneratorFreeA DOI or title → APA, MLA, Vancouver, Chicago, BibTeX, RIS. No signup.Graphical Abstract MakerFreeTurn your findings into a colorblind-safe graphical abstract.

How Pre-Check worksHow AI Review works

Compare the category — Honest roundups of the AI research tools, ours listed alongside the alternatives.

Command palette

Jump anywhere, run any action.