Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/41934
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dc.contributor.authorSánchez-Rebull, María-Victoriaen_US
dc.contributor.authorRudchenko, Veronikaen_US
dc.contributor.authorMartín, Juan Carlosen_US
dc.date.accessioned2018-09-14T07:39:16Z-
dc.date.available2018-09-14T07:39:16Z-
dc.date.issued2018en_US
dc.identifier.issn1330-7533en_US
dc.identifier.urihttp://hdl.handle.net/10553/41934-
dc.description.abstractPurpose – 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.en_US
dc.languageengen_US
dc.publisher1330-7533
dc.relation.ispartofTourism and Hospitality Managementen_US
dc.sourceTourism and Hospitality Management[ISSN 1330-7533],v. 24, p. 151-183en_US
dc.subject531290 Economía sectorial: turismoen_US
dc.subject.otherCustomer satisfactionen_US
dc.subject.otherTourismen_US
dc.subject.otherAntecedentsen_US
dc.subject.otherConsequencesen_US
dc.subject.otherSystematic literature reviewen_US
dc.titleThe antecedents and consequences of customer satisfaction in tourism: a systematic literature reviewen_US
dc.typeinfo:eu-repo/semantics/reviewes
dc.typeArticlees
dc.identifier.doi10.20867/thm.24.1.3
dc.identifier.scopus85048241685
dc.identifier.isi000436107500009-
dc.contributor.authorscopusid54406113300
dc.contributor.authorscopusid57194431233
dc.contributor.authorscopusid55727554800
dc.description.lastpage183-
dc.identifier.issue1-
dc.description.firstpage151-
dc.relation.volume24-
dc.investigacionCiencias Sociales y Jurídicasen_US
dc.type2Reseñaen_US
dc.contributor.daisngid2867826
dc.contributor.daisngid15507065
dc.contributor.daisngid648015
dc.contributor.wosstandardWOS:Sanchez-Rebull, MV
dc.contributor.wosstandardWOS:Rudchenko, V
dc.contributor.wosstandardWOS:Martin, JC
dc.date.coverdateEnero 2018
dc.identifier.ulpgces
item.fulltextCon texto completo-
item.grantfulltextopen-
crisitem.author.deptInvestigación en Turismo y Transporte-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptDepartamento de Análisis Económico Aplicado-
crisitem.author.orcid0000-0002-2950-2405-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameMartín Hernández, Juan Carlos-
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