Abstract

This study examines the factors influencing service quality and hotel performance in the Chinese hospitality sector by a systematic literature assessment of 15 empirical publications indexed in Scopus. This review consolidates existing research on management strategies, human and psychological capital, leadership styles, and technical innovation to create a cohesive understanding of service performance in a swiftly changing service landscape. The results demonstrate that human capital competencies and psychological resources, specifically professional identity, resilience, and emotional labor management, constitute the fundamental basis of service quality, whereas leadership styles, notably servant leadership, augment employee innovation and adaptability in uncertain circumstances. Moreover, technical advancements such as big data analytics, artificial intelligence, blockchain technology, and low-carbon information management systems serve as strategic facilitators that enhance human-centered management techniques instead of supplanting them. The review highlights a notable deficiency in the literature, as the majority of previous studies analyze these elements in isolation rather than within a cohesive framework. This study enhances hospitality management literature by integrating disparate findings into a comprehensive conceptual framework that identifies service quality as the primary mechanism connecting internal management practices to hotel performance, providing both theoretical advancement and practical insights for sustainable competitiveness in the Chinese hospitality sector.

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