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The antecedents and consequences of customer satisfaction in tourism: a systematic literature review

Author

Listed:
  • María-Victoria Sánchez-Rebull

    (Department of business management, University Rovira i Virgili, Spain)

  • Veronika Rudchenko

    (Department of management, National Research University Higher School of Economics, Saint-Petersburg, Russia)

  • Juan-Carlos Martín

    (Faculty of Economics, Business and Tourism, University of Las Palmas de Gran Canaria, Spain)

Abstract

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.

Suggested Citation

  • María-Victoria Sánchez-Rebull & Veronika Rudchenko & Juan-Carlos Martín, 2018. "The antecedents and consequences of customer satisfaction in tourism: a systematic literature review," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 24(1), pages 151-183, May.
    • Handle: RePEc:tho:journl:v:24:y:2018:n:1:p:151-183
    DOI: 10.20867/thm.24.1.3
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    References listed on IDEAS

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    1. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    2. Mason, Michela C. & Paggiaro, Adriano, 2012. "Investigating the role of festivalscape in culinary tourism: The case of food and wine events," Tourism Management, Elsevier, vol. 33(6), pages 1329-1336.
    3. George, William R., 1990. "Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level," Journal of Business Research, Elsevier, vol. 20(1), pages 63-70, January.
    4. Hultman, Magnus & Skarmeas, Dionysis & Oghazi, Pejvak & Beheshti, Hooshang M., 2015. "Achieving tourist loyalty through destination personality, satisfaction, and identification," Journal of Business Research, Elsevier, vol. 68(11), pages 2227-2231.
    5. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.
    6. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
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    Citations

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    Cited by:

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    2. Alessia Acampora & Michele Preziosi & Maria Claudia Lucchetti & Roberto Merli, 2022. "The Role of Hotel Environmental Communication and Guests’ Environmental Concern in Determining Guests’ Behavioral Intentions," Sustainability, MDPI, vol. 14(18), pages 1-23, September.
    3. Valentin Herbold & Hannes Thees & Julian Philipp, 2020. "The Host Community and Its Role in Sports Tourism—Exploring an Emerging Research Field," Sustainability, MDPI, vol. 12(24), pages 1-26, December.
    4. José Múgica & Carmen Berné, 2020. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?," Sustainability, MDPI, vol. 12(11), pages 1-15, June.
    5. Vladimir Perdomo-Verdecia & Macarena Sacristán-Díaz & Pedro Garrido-Vega, 2023. "Un análisis fsQCA de condiciones necesarias para la satisfacción de los clientes de hoteles," Revista de Desarrollo Sustentable, Negocios, Emprendimiento y Educación RILDODS, Servicios Académicos Intercontinentales SL, issue 46, August.
    6. Jose A. Martinez, 2018. "Conceptualizing And Measuring The Music Of Satisfaction Using Associative Maps," Eurasian Journal of Social Sciences, Eurasian Publications, vol. 6(4), pages 56-63.
    7. Estela Marine-Roig, 2024. "Destination Image Semiotics: Evidence from Asian and European Upscale Hospitality Services," Tourism and Hospitality, MDPI, vol. 5(2), pages 1-17, June.

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    More about this item

    Keywords

    customer satisfaction; tourism; antecedents; consequences; systematic literature review;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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