Journal ArticleDOI
A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects
TLDR
In this article, a review of studies published in five hospitality journals over the period 2000 to 2016 is presented, organized around four broad themes (concerning the following four broad topics:Abstract:
This review paper has the aim of systematically analysing studies published in five hospitality journals over the period 2000 to 2016. The review was organized around four broad themes (con...read more
Citations
More filters
Journal ArticleDOI
Service quality and customer satisfaction: The moderating effects of hotel star rating
Robin Nunkoo,Viraiyan Teeroovengadum,Christian M. Ringle,Christian M. Ringle,Vivek Sunnassee +4 more
TL;DR: In this article, a multi-group analysis and an importance-performance map analysis by means of PLS-SEM are used to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading.
Journal ArticleDOI
Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels
Ali Ahani,Mehrbakhsh Nilashi,Elaheh Yadegaridehkordi,Louis Sanzogni,A. Rashid Tarik,Kathy Knox,Sarminah Samad,Othman Ibrahim +7 more
TL;DR: In this article, the authors identify the important factors for hotel selection based on previous travelers' reviews on TripAdvisor and develop a new method for the use of Multi-Criteria Decision-Making (MCDM) and soft computing approaches.
Journal ArticleDOI
The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source
TL;DR: In this article, the authors investigated the extent to which sustainability aspects play a role in eWOM and how sustainability orientation in general as well as specific sustainability measures are linked to customer satisfaction.
Journal ArticleDOI
A review of restaurant research in the last two decades: A bibliometric analysis
Mª Eugenia Rodríguez-López,Juan Miguel Alcántara-Pilar,Salvador del Barrio-García,Francisco Muñoz-Leiva,Francisco Muñoz-Leiva +4 more
TL;DR: In this paper, the authors present the results of a bibliometric analysis of published academic research dealing with restaurants in the fields of hospitality, leisure, sport and tourism, aiming to identify the structure of relationships between previous and current themes, predict emerging trends and provide a longitudinal perspective on this research, covering the period 2000-2018.
References
More filters
Journal ArticleDOI
Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement
TL;DR: A structured summary is provided including, as applicable, background, objectives, data sources, study eligibility criteria, participants, interventions, study appraisal and synthesis methods, results, limitations, conclusions and implications of key findings.
Journal ArticleDOI
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Book
Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Journal ArticleDOI
Customer satisfaction, market share, and profitability: Findings from Sweden.
TL;DR: In this paper, the authors question the economic benefits of improving customer satisfaction and question whether there are economic benefits to improving quality and customer satisfaction, and they also question the link between quality and satisfaction.