Do Women Make Better in Tourism and Hospitality? A Conceptual Review from A Customer Satisfaction and Service Quality Perspective

Women are disadvantaged at work in a wide variety of industries, including tourism and hospitality. This review paper aims to explore and discuss the role of gender from the perspective of women’s suitability for tourism and hospitality jobs. The study adopts a customer satisfaction and SERVQUAL perspective, and it analyzes research findings from various disciplines, including anthropology, biology, psychology, sociology, services marketing and management, and tourism and hospitality marketing and management. The analysis of multidisciplinary research findings shows that, in general terms, women may be better equipped than men in performing and overseeing a wide variety of tourism and hospitality jobs. The study has implications for women employment and entrepreneurship in tourism and hospitality.