The antecedents and consequences of customer satisfaction in tourism: a systematic literature review
Purpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach – Undertaken through a review of 495 papers that h...
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| Format: | Article |
| Language: | English |
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Faculty of tourism and hospitality management
2018-05-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol24no1/01_SanchezRebull_Rudchenko_Martin.pdf |
| _version_ | 1818453934714388480 |
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| author | María-Victoria Sánchez-Rebull Veronika Rudchenko Juan-Carlos Martín |
| author_facet | María-Victoria Sánchez-Rebull Veronika Rudchenko Juan-Carlos Martín |
| author_sort | María-Victoria Sánchez-Rebull |
| collection | DOAJ |
| description | Purpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review.
Design/methodology/approach – Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and up to 2016 (a 29-year period). A more detailed understanding and discussion is also provided, which has been based on the analysis of the 100 most-cited articles.
Findings – The theoretical models and the empirical applications provided depend to some extent on the sector under analysis. Nevertheless, the most popular determinants and consequences are service quality and loyalty (recommendation and revisiting), respectively. CS antecedents have been studied more than CS consequences.
Research limitations/implications – The analysis has been based solely on English language articles that appear in Scopus. As a result, the geographical areas and the tourist sectors are definitely biased by this selection, and the results cannot be easily transferred to other geographical areas or tourist sectors.
Practical implications – The results obtained from the study have relevant empirical and practical implications for hospitality researchers and practitioners. Firstly, the selected papers may be used as a valid starting point to research CS with respect to antecedents and consequences. Hospitality managers can also benefit from a better understanding of this triplet in tourism.
Originality/value – This study is the first attempt to provide a systematic literature review on the antecedents and consequences of CS in tourism. Thus, researchers in the field will be able to begin their work with a complete and comprehensive model that considers the main antecedents and consequences of CS in tourism. |
| first_indexed | 2024-12-14T21:46:53Z |
| format | Article |
| id | doaj.art-9447fe77f8ac489baa2ddc4ae3099b6a |
| institution | Directory Open Access Journal |
| issn | 1330-7533 1847-3377 |
| language | English |
| last_indexed | 2024-12-14T21:46:53Z |
| publishDate | 2018-05-01 |
| publisher | Faculty of tourism and hospitality management |
| record_format | Article |
| series | Tourism and Hospitality Management |
| spelling | doaj.art-9447fe77f8ac489baa2ddc4ae3099b6a2022-12-21T22:46:20ZengFaculty of tourism and hospitality managementTourism and Hospitality Management1330-75331847-33772018-05-0124115118310.20867/thm.24.1.3The antecedents and consequences of customer satisfaction in tourism: a systematic literature reviewMaría-Victoria Sánchez-Rebull 0https://orcid.org/0000-0002-9920-4104Veronika Rudchenko 1https://orcid.org/0000-0002-9779-4374Juan-Carlos Martín2https://orcid.org/0000-0002-2950-2405Department of business management, University Rovira i Virgil, Reus (Tarragona), SpainDepartment of management National Research University Higher School of Economics, Saint-Petersburg, RussiaFaculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, SpainPurpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach – Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and up to 2016 (a 29-year period). A more detailed understanding and discussion is also provided, which has been based on the analysis of the 100 most-cited articles. Findings – The theoretical models and the empirical applications provided depend to some extent on the sector under analysis. Nevertheless, the most popular determinants and consequences are service quality and loyalty (recommendation and revisiting), respectively. CS antecedents have been studied more than CS consequences. Research limitations/implications – The analysis has been based solely on English language articles that appear in Scopus. As a result, the geographical areas and the tourist sectors are definitely biased by this selection, and the results cannot be easily transferred to other geographical areas or tourist sectors. Practical implications – The results obtained from the study have relevant empirical and practical implications for hospitality researchers and practitioners. Firstly, the selected papers may be used as a valid starting point to research CS with respect to antecedents and consequences. Hospitality managers can also benefit from a better understanding of this triplet in tourism. Originality/value – This study is the first attempt to provide a systematic literature review on the antecedents and consequences of CS in tourism. Thus, researchers in the field will be able to begin their work with a complete and comprehensive model that considers the main antecedents and consequences of CS in tourism.https://thm.fthm.hr/images/issues/vol24no1/01_SanchezRebull_Rudchenko_Martin.pdfcustomer satisfactiontourismantecedentsconsequencessystematic literature review |
| spellingShingle | María-Victoria Sánchez-Rebull Veronika Rudchenko Juan-Carlos Martín The antecedents and consequences of customer satisfaction in tourism: a systematic literature review Tourism and Hospitality Management customer satisfaction tourism antecedents consequences systematic literature review |
| title | The antecedents and consequences of customer satisfaction in tourism: a systematic literature review |
| title_full | The antecedents and consequences of customer satisfaction in tourism: a systematic literature review |
| title_fullStr | The antecedents and consequences of customer satisfaction in tourism: a systematic literature review |
| title_full_unstemmed | The antecedents and consequences of customer satisfaction in tourism: a systematic literature review |
| title_short | The antecedents and consequences of customer satisfaction in tourism: a systematic literature review |
| title_sort | antecedents and consequences of customer satisfaction in tourism a systematic literature review |
| topic | customer satisfaction tourism antecedents consequences systematic literature review |
| url | https://thm.fthm.hr/images/issues/vol24no1/01_SanchezRebull_Rudchenko_Martin.pdf |
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