Publicação
Customer experience and customer satisfaction : assessing links and themes in the hotel industry
| Resumo: | Hotel industry provides several services simultaneously to customers and plays a relevant role within the tourist sector and overall economic development. This study seeks to explore the interaction between customer experience and customer satisfaction in the hotel industry and to analyse factors affecting customer satisfaction and purchasing intentions. To conduct the analysis, a thematic and a co-citation analysis have been applied to scientific literature output. Results show that word-of-mouth has been mostly replaced by electronic word-of-mouth and online reviews gained relevance in influencing customer behaviour. Purchasing decisions, determinants of service quality, particularly those related with physical settings and environments, are critical to customer experience and customer satisfaction, and employees and job-satisfaction are among the most relevant themes within the research stream. This study also provides several relevant implications and guidance to academics and practitioners and some hints for further research. |
|---|---|
| Autores principais: | Sampaio, Carlos |
| Outros Autores: | Régio, Mónica |
| Assunto: | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Castelo Branco |
| Idioma: | inglês |
| Origem: | Repositório Científico do Instituto Politécnico de Castelo Branco |
| _version_ | 1868350442646274048 |
|---|---|
| author | Sampaio, Carlos |
| author2 | Régio, Mónica |
| author2_role | author |
| author_facet | Sampaio, Carlos Régio, Mónica |
| author_role | author |
| contributor_name_str_mv | Repositório Científico do Instituto Politécnico de Castelo Branco |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Sampaio, Carlos\",\"Person.identifier.orcid\":\"0000-0002-5249-7798\"},{\"Person.name\":\"Régio, Mónica\",\"Person.identifier.orcid\":\"0000-0001-7918-9691\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Repositório Científico do Instituto Politécnico de Castelo Branco |
| datacite.creators.creator.creatorName.fl_str_mv | Sampaio, Carlos Régio, Mónica |
| datacite.date.Accepted.fl_str_mv | 2024-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2024-12-10T10:32:05Z |
| datacite.date.embargoed.fl_str_mv | 2024-12-10T10:32:05Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| datacite.titles.title.fl_str_mv | Customer experience and customer satisfaction : assessing links and themes in the hotel industry Experiencia y satisfacción del cliente : evaluación de vínculos y temas en la industria hotelera |
| dc.contributor.none.fl_str_mv | Repositório Científico do Instituto Politécnico de Castelo Branco |
| dc.creator.none.fl_str_mv | Sampaio, Carlos Régio, Mónica |
| dc.date.Accepted.fl_str_mv | 2024-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2024-12-10T10:32:05Z |
| dc.date.embargoed.fl_str_mv | 2024-12-10T10:32:05Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10400.11/9224 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.cclincense.fl_str_mv | http://creativecommons.org/licenses/by/4.0/ |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| dc.title.fl_str_mv | Customer experience and customer satisfaction : assessing links and themes in the hotel industry Experiencia y satisfacción del cliente : evaluación de vínculos y temas en la industria hotelera |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_6501 |
| description | Hotel industry provides several services simultaneously to customers and plays a relevant role within the tourist sector and overall economic development. This study seeks to explore the interaction between customer experience and customer satisfaction in the hotel industry and to analyse factors affecting customer satisfaction and purchasing intentions. To conduct the analysis, a thematic and a co-citation analysis have been applied to scientific literature output. Results show that word-of-mouth has been mostly replaced by electronic word-of-mouth and online reviews gained relevance in influencing customer behaviour. Purchasing decisions, determinants of service quality, particularly those related with physical settings and environments, are critical to customer experience and customer satisfaction, and employees and job-satisfaction are among the most relevant themes within the research stream. This study also provides several relevant implications and guidance to academics and practitioners and some hints for further research. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | article |
| fulltext.url.fl_str_mv | https://repositorio.ipcb.pt/bitstreams/8a87dcb6-4736-4f10-aeca-00588acb0e99/download |
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| identifier.url.fl_str_mv | http://hdl.handle.net/10400.11/9224 |
| instacron_str | ipcb |
| institution | Instituto Politécnico de Castelo Branco |
| instname_str | Instituto Politécnico de Castelo Branco |
| language | eng |
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| oai_identifier_str | oai:repositorio.ipcb.pt:10400.11/9224 |
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| person_str_mv | Sampaio, Carlos Sampaio, Carlos https://www.ciencia-id.pt/E61E-4CFD-7E81 E61E-4CFD-7E81 http://orcid.org/0000-0002-5249-7798 0000-0002-5249-7798 Régio, Mónica Régio, Mónica http://orcid.org/0000-0001-7918-9691 0000-0001-7918-9691 |
| publishDate | 2024 |
| reponame_str | Repositório Científico do Instituto Politécnico de Castelo Branco |
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| spelling | engpt_PTHotel industry provides several services simultaneously to customers and plays a relevant role within the tourist sector and overall economic development. This study seeks to explore the interaction between customer experience and customer satisfaction in the hotel industry and to analyse factors affecting customer satisfaction and purchasing intentions. To conduct the analysis, a thematic and a co-citation analysis have been applied to scientific literature output. Results show that word-of-mouth has been mostly replaced by electronic word-of-mouth and online reviews gained relevance in influencing customer behaviour. Purchasing decisions, determinants of service quality, particularly those related with physical settings and environments, are critical to customer experience and customer satisfaction, and employees and job-satisfaction are among the most relevant themes within the research stream. This study also provides several relevant implications and guidance to academics and practitioners and some hints for further research.application/pdfpt_PTCustomer experience and customer satisfaction : assessing links and themes in the hotel industryAlternativeTitlept_PTExperiencia y satisfacción del cliente : evaluación de vínculos y temas en la industria hoteleraPersonalSampaio, CarlosDSpacehttp://dspace.org/items/38f5e4dd-f6d7-4844-bdc0-f98a5cd9cf4aDSpacehttp://dspace.org/items/38f5e4dd-f6d7-4844-bdc0-f98a5cd9cf4aSampaioCarlosCiência IDhttps://www.ciencia-id.ptE61E-4CFD-7E81ORCIDhttp://orcid.org0000-0002-5249-7798Researcher IDhttps://www.researcherid.comD-7432-2015Researcher IDhttps://www.researcherid.comAAG-5398-2021Scopus Author IDhttps://www.scopus.com57202496820Scopus Author IDhttps://www.scopus.com57529860900PersonalRégio, MónicaDSpacehttp://dspace.org/items/32bfb27a-1ff2-4826-964a-13cb911ffb06DSpacehttp://dspace.org/items/32bfb27a-1ff2-4826-964a-13cb911ffb06RégioMónicaORCIDhttp://orcid.org0000-0001-7918-9691Scopus Author IDhttps://www.scopus.com57190378866HostingInstitutionOrganizationalRepositório Científico do Instituto Politécnico de Castelo Brancoe-mailmailto:repositorio@ipcb.ptrepositorio@ipcb.ptDOIIsPartOf10.17561/ree.n2.2024.88452024-12-10T10:32:05Z20242024-01-01T00:00:00ZHandlehttp://hdl.handle.net/10400.11/9224http://purl.org/coar/access_right/c_abf2open accessGuest experienceHotel industryCustomer satisfactionService qualityExperiencia del huéspedIndustria hoteleraSatisfacción del clienteCalidad del servicio1021501 bytesliteraturehttp://purl.org/coar/resource_type/c_6501journal article2024http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://repositorio.ipcb.pt/bitstreams/8a87dcb6-4736-4f10-aeca-00588acb0e99/downloadRevista de Estudios Empresariales. Segunda Época147169 |
| spellingShingle | Customer experience and customer satisfaction : assessing links and themes in the hotel industry Sampaio, Carlos Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| status | SINGLETON |
| subject.fl_str_mv | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| title | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| title_full | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| title_fullStr | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| title_full_unstemmed | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| title_short | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| title_sort | Customer experience and customer satisfaction : assessing links and themes in the hotel industry |
| topic | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| topic_facet | Guest experience Hotel industry Customer satisfaction Service quality Experiencia del huésped Industria hotelera Satisfacción del cliente Calidad del servicio |
| url | http://hdl.handle.net/10400.11/9224 |
| visible | 1 |