Zhang , J., Choo, W. C., Yee , C. L., Lin , Y. and Zhou , X. (2026) “FROM ONLINE REVIEWS TO SERVICE GOVERNANCE: A REVIEW OF SERVICE QUALITY RESEARCH IN HOSPITALITY AND TOURISM”, JOURNAL OF TOURISM, HOSPITALITY AND ENVIRONMENT MANAGEMENT (JTHEM), 11(44), pp. 270–291. doi: 10.35631/JTHEM.1144017.