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Customer experience and customer satisfaction : assessing links and themes in the hotel industry

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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

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