Show simple item record

dc.contributor.authorPrayag, Girish
dc.contributor.authorHassibi, Saman
dc.contributor.authorNunkoo, Robin
dc.date.accessioned2019-07-11T03:01:36Z
dc.date.available2019-07-11T03:01:36Z
dc.date.issued2019
dc.identifier.issn1936-8623
dc.identifier.doi10.1080/19368623.2018.1504367
dc.identifier.urihttp://hdl.handle.net/10072/383926
dc.description.abstractThis 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 (conceptual developments, measurement of consumer satisfaction, methods used to research consumer satisfaction, and antecedents and outcomes of consumer satisfaction). The findings show that more than half (110 studies) of studies published across all five journals do not provide a specific definition of consumer satisfaction. Research on this topic is biased toward quantitative methods at the expense of qualitative and mixed methods in all five journals. Researchers have investigated various determinants of customer satisfaction such as equity and fairness perceptions, emotions, corporate social responsibility, and employee satisfaction. The positive consequences of satisfaction on loyalty, behavioural intentions and switching costs are well established. However, several gaps in the current literature are evident and these are highlighted in this review.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
dc.relation.ispartofpagefrom51
dc.relation.ispartofpageto80
dc.relation.ispartofissue1
dc.relation.ispartofjournalJOURNAL OF HOSPITALITY MARKETING & MANAGEMENT
dc.relation.ispartofvolume28
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3508
dc.titleA systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorNunkoo, Robin


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record