Service quality is a fundamental concept in organizational management, closely linked to customer satisfaction and business sustainability. This paper presents a systematic review of recent literature using the PRISMA methodology, encompassing 2024 studies indexed in Scopus and WoS, with a focus on Latin American institutions. The results show the diversity of approaches and applications in different sectors, from health to transport, tourism and small and medium-sized enterprises (SMEs). While studies in Scopus cover a broad spectrum, WoS presents a more clinical and in-hospital approach. A common trend towards cultural adaptation of measurement models was identified, highlighting the importance of customer perception as a key indicator of quality. The exclusion of studies was mostly related to the lack of thematic affinity, since many studies focused on in-hospital treatments far from the main objective of this research.

This study explores how the integration of environmental practices in gastronomic tourism can increase the competitiveness of tourist destinations in Latin America. Through the analysis of cases in Mexico, Peru and Colombia, sustainable strategies are identified, such as the use of local products and the reduction of waste, which not only contribute to sustainable tourism development, but also improve the image and attractiveness of destinations. The results show that destinations that implement sustainable environmental practices are perceived as more attractive and competitive in a tourism market that is increasingly aware of ecological impacts.

The study reveals a direct and significant relationship between economic impact and tourism reactivation in wholesale travel agencies in Peru. It highlights the importance of economic growth strategies for the revival of tourism. In addition, a moderate relationship is identified between social impact and tourism reactivation, highlighting the importance of promoting a positive social impact. A significant correlation is observed between sustainable development practices and tourism recovery, highlighting the importance of an effective organizational culture. This original correlational design study evaluates the relationship between sustainable development and tourism recovery in travel agencies in Peru. It implies that sustainable practices and a focus on economic and social impact are crucial for agency success and sustainable tourism growth. Further research on specific sustainable development strategies and cultural factors is suggested for future research.

This research explores perceptions of the sustainability of community-based tourism on the floating islands of the Uros, located on Lake Titicaca (Puno, Peru), using an interpretive qualitative ethnographic approach focused on the lived experience of local stakeholders. Semi-structured interviews and participant observation were conducted with twenty residents, whose stories were analysed using open, axial, and selective thematic coding, ensuring credibility and confirmability. Seven emerging categories were identified that reveal tensions between the desire to participate and exclusion, a concern for the care of the lake, an ethic of sustainability based on mutual respect and justice, a sense of ownership of the tourism process, impacts on everyday life, a folklorization that transforms the territory into prefabricated «postcards», and the recognition that community-based tourism can only be truly transformative when it engages its inhabitants, respects the ecological balance, and strengthens their identity, consolidating itself as a worthy tool for the wellbeing of those who care for this unique environment. Sustainability, in this context, strengthens community involvement, the recognition of local knowledge, and shared responsibility in management, which are key to moving toward a more equitable, dignified, and respectful tourism approach to the identity and territory of the Uros Islands. Esta investigación explora las percepciones de sostenibilidad del turismo comunitario en las islas flotantes de los Uros, ubicadas en el lago Titicaca (Puno, Perú), a partir de un enfoque cualitativo interpretativo de corte etnográfico centrado en la experiencia vivida de los propios actores locales. Se realizaron entrevistas semiestructuradas y observación participante con veinte pobladores, cuyos relatos se analizaron mediante la codificación temática abierta, axial y selectiva, garantizando credibilidad y confirmabilidad. Se identificaron siete categorías emergentes que revelan tensiones entre el deseo de participar y la exclusión, la preocupación por el cuidado del lago, una ética de sostenibilidad basada en el respeto mutuo y la justicia, el sentido de apropiación del proceso turístico, los impactos en la cotidianidad, la folclorización que convierte el territorio en «postales» prefabricadas y que el turismo comunitario solo puede ser verdaderamente transformador cuando involucra activamente a sus habitantes, respeta el equilibrio ecológico y fortalece su identidad, consolidándose como una herramienta digna de bienestar para quienes cuidan este singular entorno. La sostenibilidad, en este contexto, fortalece la implicación comunitaria, el reconocimiento de saberes locales y la corresponsabilidad en la gestión, que son claves para avanzar hacia un turismo más justo, digno y respetuoso con la identidad y el territorio de las islas de los Uros.