Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/41934
Title: The antecedents and consequences of customer satisfaction in tourism: a systematic literature review
Authors: Sánchez-Rebull, María-Victoria
Rudchenko, Veronika
Martín, Juan Carlos 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Customer satisfaction
Tourism
Antecedents
Consequences
Systematic literature review
Issue Date: 2018
Publisher: 1330-7533
Journal: Tourism and Hospitality Management 
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.
URI: http://hdl.handle.net/10553/41934
ISSN: 1330-7533
DOI: 10.20867/thm.24.1.3
Source: Tourism and Hospitality Management[ISSN 1330-7533],v. 24, p. 151-183
Appears in Collections:Reseña
Thumbnail
pdf
Adobe PDF (592,14 kB)
Show full item record

SCOPUSTM   
Citations

11
checked on Feb 28, 2021

WEB OF SCIENCETM
Citations

5
checked on Feb 28, 2021

Page view(s)

36
checked on Feb 28, 2021

Download(s)

37
checked on Feb 28, 2021

Google ScholarTM

Check

Altmetric


Share



Export metadata



Items in accedaCRIS are protected by copyright, with all rights reserved, unless otherwise indicated.