A Systematic Review of Consumer Satisfaction

Journal of Hospitality Marketing & Management
ISSN: 1936-8623 (Print) 1936-8631 (Online) Journal homepage: http://www.tandfonline.com/loi/whmm20
A systematic review of consumer satisfaction

studies in hospitality journals: conceptual
development, research approaches and future
prospects
Girish Prayag, Saman Hassibi & Robin Nunkoo
To cite this article: Girish Prayag, Saman Hassibi & Robin Nunkoo (2018): A systematic review of
consumer satisfaction studies in hospitality journals: conceptual development, research approaches
and future prospects, Journal of Hospitality Marketing & Management
To link to this article: https://doi.org/10.1080/19368623.2018.1504367
Published online: 06 Sep 2018.
Submit your article to this journal
View Crossmark data
Full Terms & Conditions of access and use can be found at

http://www.tandfonline.com/action/journalInformation?journalCode=whmm20
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT
https://doi.org/10.1080/19368623.2018.1504367
A systematic review of consumer satisfaction studies in

hospitality journals: conceptual development, research
approaches and future prospects
Girish Prayaga, Saman Hassibia and Robin Nunkoob,c,d
a
Department of Management, Marketing and Entrepreneurship, University of Canterbury, Christchurch, New
Zealand; bDepartment of Management, University of Mauritius, Reduit, Mauritius; cSchool of Tourism and
Hospitality, University of Johannesburg, South Africa; dGriffith Institute for Tourism, Griffith University, Gold
Coast, Australia
ABSTRACT KEYWORDS
This review paper has the aim of systematically analysing studies Consumer satisfaction;
published in five hospitality journals over the period 2000 to 2016. systematic review;
The review was organized around four broad themes (conceptual hospitality; conceptual
developments, measurement of consumer satisfaction, methods developments; antecedents
used to research consumer satisfaction, and antecedents and out-
comes 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 responsi-
bility, and employee satisfaction. The positive consequences of satis-
faction on loyalty, behavioural intentions and switching costs are well
established. However, several gaps in the current literature are evi-
dent and these are highlighted in this review.
摘要
这篇论文的目的是系统地分析在2000至2016年间在五家酒店期刊上
发表的研究。该评论是围绕四个广泛的主题（概念发展，消费者满
意度的测量，研究消费者满意度的方法，以及消费者满意度的先行
和结果）。研究结果表明，在所有五个期刊上发表的超过一半（110
个研究）的研究并没有提供消费者满意度的具体定义。这一主题的
研究偏向于定量方法，以牺牲所有五种期刊中的定性和混合方法为
代价。研究人员调查了顾客满意度的各种决定因素，如公平感和公
平感、情绪、企业社会责任和员工满意度。满意度对忠诚度、行为
意图和转换成本的积极影响是公认的。然而，在当前文献中的几个
差距是显而易见的，这些在本次审查中突出。
Introduction
Consumer satisfaction is a key concept in marketing thought and practice (Yi, 1990).
While it has been conceptualized in various ways, the most widely definition is the one
CONTACT Robin Nunkoo r.nunkoo@uom.ac.mu Department of Management, University of Mauritius, Reduit,

Mauritius
Color versions of one or more of the figures in the article can be found online at www.tandfonline.com/whmm.
© 2018 Taylor & Francis Group, LLC
2 G. PRAYAG ET AL.
proposed by Oliver (1980) who developed the expectancy-disconfirmation model.

According to this theory, consumers’ satisfaction with a product or service is the result
of a subjective comparison between their expectation and perception (Oliver, 1980). The
expectancy-disconfirmation theory has since then been used in a number of consumer
satisfaction studies (Cicerali, Kaya Cicerali, & Saldamlı, 2017; Khalilzadeh, Ghahramani, &
Tabari, 2017; Rather, 2018; Sipe & Testa, 2018; Zhang, Kim, & Goodsir, 2018). Consumer
satisfaction is known to have positive consequences on market share and profitability of
organizations (Anderson, Fornell, & Lehmann, 1994), build customer loyalty (Hallowell,
1996), and strengthen brand equity (Pappu & Quester, 2006). Given its importance as a
marketing construct, it is not surprising that several reviews of the literature on consumer
satisfaction have appeared across many disciplines over the years. From the outset, it is
clear that the terms “consumer satisfaction”, “customer satisfaction” and simply “satisfac-
tion” are used interchangeably without any justification for the use of any particular term
(Giese & Cote, 2000).
In this study we use the term “consumer satisfaction” to conform to the notion that the
“consumer” is the end user of the product or service while recognizing that in many cases
the end user is also the purchaser (Giese & Cote, 2000). In the marketing discipline, both
narrative (e.g., Giese & Cote, 2000; Yuksel & Yuksel, 2001a) and meta-analytic reviews
(e.g., Szymanski & Henard, 2001) of the topic have been carried out. For example,
Szymanski and Henard’s (2001) review of the literature focuses on identifying the ante-
cedents, outcomes, and potential moderators of consumer satisfaction. In the tourism and
hospitality fields, at least eight reviews of the concept can be identified (Cohen, Prayag, &
Moital, 2014; Ladeira, Santini, Araujo, & Sampaio, 2016; Oh & Kim, 2017; Pizam & Ellis,
1999; Pizam, Shapoval, & Ellis, 2016; Torres, 2014; Yuksel & Yuskel, 2001a, 2001b). The
review by Oh and Kim (2017), for example, examines consumer satisfaction along with
two other psychological concepts of service quality and customer value, while the review
by Cohen et al. (2014) examines satisfaction along with several other consumer behaviour
factors (e.g., emotion, loyalty and trust). Pizam and Ellis (1999) examine the key argu-
ments and debates surrounding consumer satisfaction measurement, including the various
scales used to measure the construct. Building on these studies, in a subsequent research,
Pizam et al. (2016) offer a comprehensive review of the best known measurements and
scales used in consumer satisfaction research. Except for the study of Oh and Kim (2017)
and Ladeira et al. (2016), the other reviews of the literature are narrative in nature. As
discussed later in this article, narrative reviews though useful, have some drawbacks in
charting the evolution of a concept/construct in the literature.
A systematic review offers a coherent and reproducible set of studies that limit the
potential for reviewer biases in the literature selection process (Petticrew, 2001).
Systematic reviews are widely used as an aid to evidence-based decision making
(Petticrew, 2001) outside of the field of tourism and hospitality. In their narrative
review of the consumer behaviour literature, Cohen et al. (2014) conclude that satisfac-
tion along with trust and loyalty were the most researched topic in the leading tourism
journals for the period 2000 to 2012. Oh and Kim’s (2017) review of the literature
published on consumer satisfaction between 2000 and 2015 concludes that satisfaction
is the most proliferating concept in both the tourism and hospitality fields as well as
general business research. However, their study also focuses on service quality and
customer value. A meta-analysis of the antecedents and consequences of satisfaction in
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT 3
tourism and hospitality by Ladeira et al. (2016) show that satisfaction correlates with
several antecedents such as service quality, destination image, and perceived value,
among others as well as outcomes such as loyalty and word-of-mouth. However, their
meta-analysis does not examine inconsistencies in the definition of satisfaction used by
researchers and does not offer substantial directions for future research. Hence, there is
a gap in existing reviews in that a systematic approach has not been used to identify
trends in the consumer satisfaction literature. The aim of this paper is, therefore, to
systematically review the literature published on consumer satisfaction in five leading
hospitality. In line with the studies of Cohen et al. (2014) and Oh and Kim (2017) that
reviewed published articles as from the year 2000, the present study covers all articles
published on consumer satisfaction between 2000 and 2016 in the five leading hospi-
tality journals. We highlight existing gaps in research, demonstrate the progress that
has been achieved, or lack thereof, and offer new research directions. Table 1 provides a
summary of the studies reviewed in this paper.
Method
Systematic reviews are becoming increasingly popular to analyse the literature in the
tourism and hospitality fields. In recent years, several systematic reviews of topics such
as sharing economy (Cheng, 2016; Prayag & Ozanne, 2018), risk and gender (Yang, Khoo-
Lattimore, & Arcodia, 2017), residents’ attitudes to tourism (Arghavan, Nunkoo, Moyle,
Scott, & Kralj, 2018; Nunkoo, Smith, & Ramkissoon, 2013a), structural equation modeling
(Nunkoo et al., 2013b), diversity and diversity management (Manoharan & Singal, 2017),
and risk in nature tourism and recreation (Gstaettner, Lee, & Rodger, 2016) have appeared
in the various tourism and hospitality journals. Systematic reviews offer several advantages
over narrative reviews in that the systematic process used to extract the relevant literature
is more precise (Mays, Pope, & Popay, 2005). The approach also allows for the mapping of
the landscape and boundary of knowledge by counting and charting what is known versus
what is yet to be known (Pickering, Grignon, Steven, Guitart, & Byrne, 2015). In this
study, we followed Yang et al. (2017) adaptation of the Preferred Reporting Items for
Systematic Reviews and Meta-Analyses (PRISMA) flowchart (Moher, Liberati, Tetzlaff,
Altman, & Group, P. R. I. S. M. A., 2010) to conduct this review. The PRISMA flowchart is
shown in Figure 1.
Articles published in the following five journals were selected for the systematic
review: International Journal of Hospitality Management [IJHM], International
Journal of Contemporary Hospitality Management [IJCHM], Journal of Hospitality
and Tourism Research [JHTR], Journal of Hospitality Marketing and Management
[JHMM], and Cornell Hospitality Quarterly [CHQ]. These journals were chosen
because they are considered the leading publication outlets in the field of hospitality
(Gursoy & Sandstrom, 2016; Law & Van Der Veen, 2008; McKercher, Law, & Lam,
2006). Highly ranked journals would usually set the trend and provide leadership in
the rigor of various research streams within the discipline (Oh & Kim, 2017).
The review protocol was formulated as follows: the key search terms used were “satisfac-
tion”, “customer satisfaction” and “consumer satisfaction”, including “dissatisfaction”; the
time period considered is from 2000 to 2016, including articles in press that were available
online by December 2016; and five databases were searched including EBSCO Host, Scopus,
4 G. PRAYAG ET AL.
Table 1. List of reviewed studies.

Name of Definition of Sample Size in Quant/Mixed
Studies Year Journal Authors satisfaction Method Methods Studies
1 2000 JHTR Hsu NDP Mixed 817
2 2000 JHTR McCollough DSC Quant 128
3 2003 JHTR Coughlan NDP Qual n/a
4 2003 JHTR Hsu DSC Mixed 817
5 2003 JHTR Mattila & O’Neill DSC Quant 3875
6 2003 JHTR Back & Parks DSC Quant 194
7 2004 JHTR O’Neill & Mattila NDP Quant 96600
8 2005 JHTR Susskind NDP Quant 385
9 2006 JHTR Namasivayam & Mount NDP Quant 665
10 2007 JHTR Namasivayam & Mattila Multiple Quant 203
11 2007 JHTR Namkung & Jang Multiple Quant 372
12 2008 JHTR Mattila & Ro NDP Quant 180
13 2008 JHTR Chang Multiple Qual n/a
14 2008 JHTR Yuan & Wu OVR Quant 374
15 2009 JHTR Lee, Back, & Kim Multiple Quant 475
16 2009 JHTR Han & Ryu DSC Quant 279
17 2010 JHTR Huang, Hsu, & Chan DSC Quant 708
18 2010 JHTR Noone & Mattila NDP Mixed 179
19 2010 JHTR Ryu & Han NDP Quant 341
20 2011 JHTR Clemes, Gan & Ren Multiple Mixed 349
21 2015 JHTR Kim, Vogt & Knutson Multiple Quant 1660
22 2016 JHTR Mathe, Scott-Halsell & Roseman NDP Quant 117
23 2000 IJHM Nield, Kozak, & LeGrys NDP Quant 341
24 2001 IJHM Choi & Chu Multiple Quant 402
25 2001 IJHM Mattila NDP Quant 121
26 2003 IJHM Mattila & Mount NDP Quant 446
27 2004 IJHM Su OVR Mixed 45
28 2006 IJHM Karatepe NDP Quant 781
29 2006 IJHM Mattila & Choi NDP Quant 591
30 2007 IJHM Reynolds & Biel NDP Quant 2389
31 2007 IJHM Chan, Wan, & Sin NDP Quant 218
32 2008 IJHM Gu & Ryan NDP Quant 941
33 2008 IJHM Ladhari, Burn & Morales NDP Quant 338
34 2008 IJHM Bai, Law, & Wen DSC Quant 180
35 2008 IJHM Ryu, Han & Kim DSC Mixed 341
37 2009 IJHM Wu & Liang Multiple Quant 392
38 2009 IJHM Lee & Heo NDP Quant 483
39 2009 IJHM Liu & Jang Multiple Quant 284
40 2009 IJHM Chi & Gursoy NDP Quant 5619
41 2009 IJHM Namkung & Jang OVR Quant 428
42 2009 IJHM Kim, Ng, & Kim NDP Quant 770
43 2010 IJHM Ha & Jang Multiple Quant 607
44 2010 IJHM Kim, Suh & Eves Multiple Quant 335
45 2010 IJHM Kim & Mattila Multiple Quant 116
46 2010 IJHM Yoon, Lee & Lee OVR Quant 443
47 2010 IJHM Slevitch & Oh NDP Quant 5567
48 2010 IJHM Kralj & Solnet NDP Quant 303
49 2011 IJHM Nam & Lee Multiple Quant 181
50 2011 IJHM Han, Kim & Hyun Multiple Quant 358
51 2011 IJHM Kwun DSC Quant 440
52 2011 IJHM Lam et al. NDP Quant 513
53 2011 IJHM Jung & Yoon NDP Quant 333
54 2011 IJHM Loureiro & Kastenholz NDP Quant 161
55 2012 IJHM Heung & Gu NDP Quant 118
56 2012 IJHM Jung & Yoon NDP Quant 305
57 2012 IJHM Chang & Polonsky Multiple Quant 443
58 2012 IJHM Assaf & Magnini OVR Quant n/a
59 2013 IJHM Namasivayam & Guchait NDP Quant 92
60 2013 IJHM Kim & Lee OVR Quant 297
61 2013 IJHM Zhao & Mattila OVR Quant 296
(Continued )
Table 1. (Continued).
62 2013 IJHM Kim, Park, Kim, & Ryu NDP Quant 405
63 2013 IJHM Prud’homme & Raymond NDP Quant 473
64 2013 IJHM Berezan et al. Multiple Quant 329
65 2013 IJHM Jung & Yoon DSC Quant 327
66 2013 IJHM Bulchand-Gidumal, Melián- NDP Quant 7173
González, & Lopez-Valcarcel
67 2013 IJHM Sun & Kim OVR Quant n/a
68 2013 IJHM Kim, Cha, Singh & Knutson NDP Quant n/a
69 2013 IJHM Deng, Yeh & Sung NDP Quant 412
70 2013 IJHM Martínez & del Bosque NDP Quant 382
71 2014 IJHM Gao & Mattila NDP Quant 343
72 2014 IJHM Shi, Prentice & He NDP Quant 669
73 2014 IJHM Park & Jang Multiple Quant 531
74 2014 IJHM Jani & Han OVR Quant 529
75 2014 IJHM Zhou, Ye, Pearce, & Wu Multiple Quant 1345
76 2014 IJHM Jacob, Guéguen & Boulbry NDP Quant 70
77 2014 IJHM Siu, Zhang & Kwan DSC Quant 281
78 2015 IJHM Xiang et al. Multiple Mixed 60648
79 2015 IJHM Gao & Lai Multiple Quant 601
80 2015 IJHM Chen OVR Quant 22
81 2015 IJHM Chen et al. DSC Quant n/a
82 2015 IJHM Mathe-Soulek, Slevitch & Dallinger NDP Mixed 42
83 2015 IJHM Lynn & Kwortnik NDP Quant 1129
84 2016 IJHM Ren et al. NDP Mixed 205
85 2016 IJHM Tussyadiah OVR Quant 644
86 2016 IJHM Xu & Li DSC Quant 3480
87 2000 CHQ Oh NDP Quant 107
88 2000 CHQ Spinelli & Canavos NDP Quant 840
89 1998 CHQ Hinkin & Tracy NDP Mixed 156
90 2003 CHQ Barsky & Nash NDP Quant n/a
91 2004 CHQ Skogland & Siguaw DSC Quant 364
92 2007 CHQ Noone, Kimes, Mattila, & Wirtz NDP Quant 218
93 2007 CHQ Gupta, McLaughlin, & Gomez NDP Quant 80845
94 2011 CHQ Susskind & Viccari NDP Quant 802
95 2013 CHQ Frías-Jamilena, Del Barrio-García, & OVR Quant 164
López-Moreno
96 2014 CHQ Susskind NDP Quant 192
97 2014 CHQ Zhao, Mattila & Ngan NDP Quant 400
98 2015 CHQ Lai Multiple Quant 382
99 2015 CHQ Min, Lim, & Magnini NDP Quant 176
100 2000 IJCHM Kivela, Inbakaran, & Reece DSC Quant 861
101 2000 IJCHM Heung DSC Quant 203
102 2000 IJCHM Tsang & Qu NDP Quant 265
103 2000 IJCHM Kandampully & Suhartanto NDP Quant 106
104 2001 IJCHM Bowen & Chen NDP Mixed 564
105 2002 IJCHM Lockyer NDP Quant 561
106 2004 IJCHM McCaskey & Symes NDP Qual n/a
107 2004 IJCHM Cranage DSC Qual n/a
108 2004 IJCHM Pratten (2004a) NDP Qual n/a
109 2004 IJCHM Pratten (2004b) NDP Qual n/a
110 2004 IJCHM Poria NDP Qual n/a
111 2004 IJCHM McCole DSC Qual n/a
112 2004 IJCHM Iglesias & Yagüe-Guillén Multiple Quant 156
113 2005 IJCHM Poon & Lock-Teng Low DSC Quant 191
114 2005 IJCHM Nadiri & Hussain NDP Quant 285
115 2005 IJCHM Robinson, Abbott & Shoemaker DSC Qual n/a
116 2005 IJCHM Geddie, DeFranco, & Geddie NDP Qual n/a
117 2006 IJCHM Zafiropoulos, Vrana & NDP Quant 798
Paschaloudis
118 2006 IJCHM Torres & Kline DSC Qual n/a
(Continued )
6 G. PRAYAG ET AL.
119 2007 IJCHM Lane NDP Qual n/a
120 2007 IJCHM Ramdeen, Santos, & Kyung NDP Mixed n/a
Chatfield
121 2007 IJCHM Dutta, Venkatesh, & Parsa NDP Quant 200
122 2007 IJCHM Kandampully & Hu NDP Quant 1500
123 2008 IJCHM Jin Hoare & Butcher OVR Quant 118
124 2008 IJCHM Law & Bai DSC Quant 862
125 2009 IJCHM Chan & Lam Multiple Quant 167
126 2008 IJCHM Crotts, Pan & Raschid OVR Quant 310
127 2008 IJCHM Severt & Palakurthi NDP Qual n/a
36 2008 IJCHM Namkung & Jang OVR Quant 287
128 2010 IJCHM Mohsin & Lockyer NDP Quant 271
129 2010 IJCHM Ryu, Han, & Jang Multiple Mixed 395
130 2010 IJCHM Chen & Hu NDP Quant 834
131 2010 IJCHM Oh & Jeong NDP Quant 61997
132 2011 IJCHM Ramanathan & Ramanathan NDP Quant 24544
133 2011 IJCHM Crick & Spencer NDP Qual n/a
134 2011 IJCHM He, Li, & Keung Lai NDP Quant 216
135 2012 IJCHM Hyun & Han OVR Quant 487
136 2012 IJCHM Ryu, Lee, & Gon Kim NDP Mixed 300
137 2012 IJCHM Ladhari NDP Quant 200
138 2012 IJCHM Yan, Zhang & Li OVR Quant 261
139 2012 IJCHM Berezina, Cobanoglu, Miller, & DSC Quant 574
Kwansa
140 2013 IJCHM Wen & Geng-Qing Chi OVR Quant 581
141 2013 IJCHM Chang DSC Quant 529
142 2013 IJCHM Torres & Kline DSC Qual 105
143 2013 IJCHM Zhang, Zhang, & Law NDP Quant 30893
144 2013 IJCHM Slevitch, Mathe, Karpova, & Scott- NDP Quant 1002
Halsell
145 2013 IJCHM Jani & Han Multiple Quant 564
146 2014 IJCHM Namasivayam, Guchait & Lei NDP Quant 3153
147 2014 IJCHM Kim & Qu OVR Quant 316
148 2014 IJCHM Bujisic, Wu, Mattila, & Bilgihan NDP Quant 278
149 2014 IJCHM Caber & Albayrak NDP Mixed 2044
150 2014 IJCHM Gursoy, Chen, & Chi NDP Qual n/a
151 2015 IJCHM Gregory, Parsa, Nusair, Kwun, & Multiple Quant 3231
Putrevu
152 2015 IJCHM Rauch, Collins, Nale, & Barr NDP Quant 2511
153 2015 IJCHM Dedeoğlu & Demirer NDP Quant 880
154 2015 IJCHM Kandampully, Zhang, & Bilgihan NDP Qual n/a
155 2015 IJCHM Bowen & Chen McCain NDP Qual n/a
156 2015 IJCHM Martínez NDP Quant 382
157 2015 IJCHM Šeric, Gil-Saura, & Ozretić-Došen NDP Quant 810
158 2015 IJCHM Su, Swanson & Chen Multiple Quant 451
159 2016 IJCHM Pizam, Shapoval & Ellis Multiple Qual n/a
160 2016 IJCHM Choo, Ahn & Petrick NDP Quant 407
161 2016 IJCHM Kim, Chung & Suh Multiple Quant 723
162 2016 IJCHM Kim, Kim & Heo NDP Quant 919
163 2016 IJCHM Ustrov, Valverde & Ryan DSC Mixed 573
164 2016 IJCHM Worsfold, Fisher, McPhail, Francis, NDP Quant 487816
& Thomas
165 2016 IJCHM Khoo-Lattimore & Prayag Multiple Mixed 540
166 2003 JHMM Kandampully & Suhartanto NDP Quant 106
167 2003 JHMM Benkenstein, Yavas, & Forberger NDP Quant 350
168 2004 JHMM Beck et al. DSC Quant 152
169 2005 JHMM González & Brea NDP Quant 270
170 2005 JHMM Hocutt & Bowers NDP Quant 168
171 2006 JHMM Wang & Qu DSC Quant 303
172 2006 JHMM Huh, Uysal & McCleary DSC Quant 201
(Continued )
173 2006 JHMM Tsiotsou & Vasioti Multiple Quant 115
174 2006 JHMM Severt, Tesone, & Murrmann NDP Quant 302
175 2006 JHMM Severt, Rompf, & Severt Multiple Quant 302
176 2006 JHMM Cranage & Mattila NDP Quant 280
177 2007 JHMM Han & Back NDP Quant 248
178 2008 JHMM Faullant, Matzler, & Füller NDP Quant 6172
179 2008 JHMM Yuan, Wu, Zhang, Goh, & Stout DSC Quant 420
180 2008 JHMM Pan, Li, Zhang, & Smith NDP Quant 32
181 2009 JHMM Chen, Lehto, & Choi Multiple Quant 181
182 2009 JHMM Velázquez, Blasco, Contrí, & Saura Multiple Quant 345
183 2009 JHMM Zheng, Youn & Kincaid NDP Qual n/a
184 2009 JHMM Silber, Israeli, Bustin, & Zvi NDP Mixed 200
185 2009 JHMM Chi & Qu OVR Quant 345
186 2009 JHMM Lin NDP Quant 120
187 2010 JHMM Lin & Mattila NDP Quant 478
188 2010 JHMM Wilkins DSC Quant 664
189 2011 JHMM Kim OVR Quant 677
190 2012 JHMM Jin, Lee, & Gopalan NDP Quant 252
191 2012 JHMM Ozdemir et al. Multiple Quant 10393
192 2012 JHMM Dalci & Kosan NDP Qual n/a
193 2012 JHMM Lee, Cho & Ahn Multiple Quant 140
194 2013 JHMM Zaibaf, Taherikia, & Fakharian Multiple Quant 267
195 2013 JHMM Narteh et al. NDP Quant 300
196 2013 JHMM Mason & Nassivera Multiple Quant 352
197 2013 JHMM Lin & Chen NDP Quant 2000
198 2014 JHMM Abubakar & Mavondo Multiple Quant 754
199 2014 JHMM Torres Multiple Qual n/a
200 2014 JHMM Prasad, Wirtz, & Yu Multiple Quant 1218
201 2014 JHMM Liat, Mansori, & Huei DSC Quant 200
202 2015 JHMM Lee, Lee, & Joo OVR Quant 350
203 2015 JHMM Ro NDP Quant 171
204 2016 JHMM Ladeira et al Multiple Qual n/a
205 2016 JHMM Jin, Line & Merkebu Multiple Quant 398
206 2016 JHMM Ali, Amin & Cobanoglu Multiple Quant 170
207 2016 JHMM Berezina et al. NDP Quant 2510
208 2016 JHMM Gregory, Severt, & Hahm NDP Quant 882
NDP = No definition provided; DSC = disconfirmation; OVR = overall satisfaction; Qual = Qualitative;
Quant = Quantitative
Science Direct, Web of Science, and Sage. These are some of the commonly used databases for
identifying the relevant literature in systematic reviews (Oh & Kim, 2017; Yang et al., 2017). A
total of 301 articles were identified (see Figure 1) after excluding book chapters, duplicated
records, and book reviews. A further four articles were excluded because they were editorial
notes, viewpoints, or opinions. Also, articles with no availability of full text were excluded (see
Figure 1). The remaining 297 articles were screened to ensure that the main topic of the article
was related to consumer/customer satisfaction in the tourism and hospitality fields. Through
this process, a further 89 records were eliminated for reasons such as the article focused more
on job satisfaction, volunteer satisfaction, consumer satisfaction at call centres and satisfaction
of international students. A total of 208 studies were retained for the systematic review.
8 G. PRAYAG ET AL.
Records identified through database

searching
(n = 301)
Records excluded
Records screened
(n = 4)
(n = 301)
E.g. viewpoints,
opinions etc.
Full-text articles assessed for eligibility Records excluded

(n = 297) (n = 89)
Unrelated to
customer
satisfaction, e.g. job
satisfaction, career
satisfaction
Eligible studies
(n = 208)
Studies included in synthesis

(n = 208)
Adapted from Yang et al. (2017)
Figure 1. PRISMA flowchart for consumer satisfaction review Adapted from Yang et al. (2017).
Table 2. Number of publications in hospitality journals on consumer satisfaction.

Hospitality Journals 2000–2005 2006–2011 2012–2016 Total No. of Studies Total %
JHMM 5 19 19 43 20.7
IJCHM 17 19 31 67 32.2
JHTR 8 12 2 22 10.6
IJHM 5 26 32 63 30.3
CHQ 5 3 5 13 6.2
Total 40 79 89 208
Findings
General trends in the data
The majority of articles on consumer satisfaction were published in IJCHM (32.2%) and IJHM
(30.3%) over the period of 2000 to 2016 (see Table 2). For the period 2006 to 2011, IJHM
published more articles (32.9%) on the topic compared to each of the other four journals.
However, from 2012 onwards both IJHM (35.9%) and IJCHM (34.8%) were publishing almost a
similar number of studies on the topic. It is clear that the trend from the data is the rising number
of publications on the topic over the entire period.
Preferred research contexts

By far, the investigation of consumer satisfaction in different types of hotel and accommodation
units remained the most popular research contexts in the existing literature. The latter range
from budget hotels (McCaskey & Symes, 2004; Ren, Qiu, Wang, & Lin, 2016), rural lodging
(Loureiro & Kastenholz, 2011) to luxury hotels (Mohsin & Lockyer, 2010; Narteh, Agbemabiese,
Kodua, & Braimah, 2013; Wilkins, 2010). However, it must be noted that examining satisfaction
in settings such as cafés and restaurants emerged as a popular line of investigation, with 53 out of
208 studies carried out across such contexts. The latter includes satisfaction studies carried out at
places such as casual dining restaurants (Liu & Jang, 2009; Park & Jang, 2014; Susskind & Viccari,
2011), quick service restaurants (Mathe-Soulek, Slevitch, & Dallinger, 2015; Robinson, Abbott &
Shoemaker, 2005), chain restaurants (Chang, 2013; Hyun & Han, 2012; Namashivayam, Guchait
& Lei, 2014), campus restaurants (Kwun, 2011), cafes (Pratten, 2004a), luxury/upscale restau-
rants (Jin, Line, & Merkebu, 2016; Kim & Lee, 2013), and ethnic restaurants (Ha & Jang, 2010;
Kim, Chung, & Suh, 2016; Nam & Lee, 2011). This finding is in line with the review by Ladeira
et al. (2016) who concluded that the restaurant setting was the third most common context in
which satisfaction was researched. A few studies examine consumer satisfaction at casinos (Kralj
& Solnet, 2010; Lam, Chan, Fong, & Lo, 2011; Shi, Prentice, & He, 2014), but this area remains
under-researched. This result corroborates the outcome of the meta-review by Ladeira et al.
(2016) who find only two studies carried out at casinos over the period 1984 to 2014. Others have
examined satisfaction in the context of cruise ships (Lynn & Kwortnick, 2015) and spas
(González & Brea, 2005), but these along with the context of theme parks remain sparsely
researched. Despite a few research attempting to understand the satisfaction of the senior market
with hospitality services (Caber & Albayrak, 2014; Hsu, 2000, 2003; Lee, Cho, & Ahn, 2012), this
context remains under-researched.
The evaluation of satisfaction within the context of festivals and events has gathered some
momentum in recent years (Choo, Ahn, & Petrick, 2016; Crotts, Pan, & Raschid, 2008; Kim, Suh,
& Eves, 2010; Yan, Zhang, & Li, 2012). However, the review shows that beyond satisfaction with
food/wine and music festivals, other types of festivals/events (e.g., commemorative, spirituality/
religious and film-related festivals/events) have not been examined. These other types of festivals/
events are also part of the hospitality and tourism industry and often offer unique tourism
experiences that must be evaluated in terms of the consumer satisfaction they generate. Except
for the study of Tussyadiah (2016), an examination of consumer satisfaction within the peer-to-
peer accommodation context is also lacking. Prayag and Ozanne (2018) suggest that the contexts
of Airbnb and Couchsurfing have been prioritized in existing research at the expense of other
peer-to-peer accommodation platforms.
10 G. PRAYAG ET AL.
Conceptual developments
Correia, Moital, Oliveira, and Costa (2009) argue that researchers appear to agree on the
(more abstract) constitutive definition of satisfaction, which posits the latter as an evaluation
of, or a judgment about, a consumption event or its constituent parts (Oliver, 1997). The
operational definition, according to Correia et al. (2009), is a more contentious issue, as it
involves establishing both the areas that are evaluated (the content) as well as the mental
heuristics (the process) employed in developing satisfaction judgements. It is therefore of no
surprise that the conceptualization and measurement of consumer satisfaction remains
contested. At the same time, service quality and consumer satisfaction are not always
defined in ways that emphasize the distinctness of each concept (Torres, 2014). Previous
reviews of the literature have shown that the expectancy-disconfirmation theory, equity
theory, attribution theory, dissonance theory and contrast theory among others are the most
cited theories underpinning the conceptualisation of consumer satisfaction (Oh & Kim,
2017; Yi, 1990; Yuksel & Yuksel, 2001b). In terms of measurement, two alternative assess-
ment frameworks (performance only and weighted importance-performance) are omnipre-
sent in the literature (Yuksel & Yuksel, 2001b). Cronin and Taylor’s (1992) SERVPERF that
measured only the unweighted performance of attributes consistently outperformed the
SERVQUAL disconfirmation measure in different service environments (Yuksel & Yuksel,
2001b). However, its predictive power over the disconfirmation measure has been ques-
tioned (Bolton & Drew, 1991; Oliver & Swan, 1989). In addition, there are conflicting results
as to the reliability and validity of these two frameworks within the tourism and hospitality
literatures (Yuksel & Yuksel, 2001b). Yuksel and Yuksel (2001a, 2001b) provide an in-depth
discussion of the various conceptualization and measurement approaches of satisfaction
that have been used in the tourism and hospitality literatures.
From the review of the 208 studies, more than half (110) of all the studies across the five
journals did not provide a specific definition of consumer satisfaction (see Table 3). This
finding is consistent with the study of Oh and Kim (2017) that found the majority of studies in
the 242 articles they reviewed neither specified the source theories of satisfaction they applied
or nor relied on any specific theory for generating research hypotheses. While providing
multiple definitions was common in articles published by JHMM (14 studies) and IJHM (14
studies), the use of the overall response/judgement was more popular in articles that appeared
in IJCHM (11 studies). The disconfirmation approach, which suggests that consumer satisfac-
tion results from a comparison of expectations to performance, has been adopted in some
studies (Chen, Yang, Li, & Liu, 2015; Jung & Yoon, 2013; Kwun, 2011; Siu, Zhang, & Kwan,
2014), but is becoming less popular compared to the overall response/judgement definition of
consumer satisfaction. This trend was also noted by Oh and Kim (2017) who suggest that
there is increasingly less support for the gap-based SERVQUAL model in assessing consumer
satisfaction. Several authors offered multiple definitions by conceptualizing satisfaction as
Table 3. Conceptual definition of consumer satisfaction.

Conceptual Definition JHMM IJCHM JHTR IJHM CHQ Total
No conceptual definition provided 20 39 9 32 10 110
Disconfirmation approach 6 12 6 7 1 32
Overall response/judgement 3 7 1 10 1 22
Multiple definitions 14 9 6 14 1 44
Total 43 67 22 63 13 208
both a cognitive evaluation based on the disconfirmation paradigm but also as an affective
reaction or judgement/attitude (Gao & Lai, 2015; Kim et al., 2016; Park & Jang, 2014).
Likewise, some authors have conceptualized consumer satisfaction as an overall affective
response/judgement exclusively (Hyun & Han, 2012; Kim & Qu, 2014; Yoon, Lee, & Lee,
2010; Yuan & Wu, 2008). These alternative conceptualizations reflect the outcome and
process oriented definitions of consumer satisfaction in the literature. Outcome oriented
definitions focus on the end-state, that is, the overall satisfaction or response/judgement
while process oriented definitions focus on the entire experience process (Ren et al., 2016;
Yuksel & Yuksel, 2001a). In the latter case satisfaction is assessed during the service delivery
process (Pizam et al., 2016).
It is also important to note that while “pleasure”, “emotion” and “delight” are key
concepts in the affective definition of satisfaction, the concept of well-being as professed in
the World Tourism Organization (WTO) definition has not garnered much attention.
According to WTO’s (1985) definition, consumer satisfaction is a psychological concept
that involves the feeling of well-being and pleasure that results from obtaining what one
hopes for and expects from an appealing product and/or service. Surprisingly, the existing
consumer satisfaction discourse while embracing notions of perceived justice and equity
has yet to take on board consumer as well as societal well-being as part of its core
concepts. This implies that principles of capitalism still imbue much of how consumer
satisfaction is conceptualised despite some studies (Siu, Kwan, Zhang, & Ho, 2016)
suggesting that consumer satisfaction has a role to play in physical, psychological and
social dimensions of consumer well-being.
Measurement of consumer satisfaction

As to the measurement of satisfaction, the overall satisfaction versus satisfaction with
individual attributes debate continues. Pizam et al. (2016) argue that this choice is related
to whether one believes in compensatory or non-compensatory choice models. In com-
pensatory models, also known as expectancy-value models, the consumer holds prior
beliefs about the importance of an attribute and makes a calculated decision about the
relative importance of each attribute in arriving at a final choice. In non-compensatory
models, the consumer makes trade-offs of one attribute for another to arrive at that final
choice (Pizam et al., 2016). Several studies in this review showed that researchers either
measure both overall satisfaction and attribute satisfaction in the same study (Chi & Qu,
2009; Gao & Lai, 2015; Ustrov, Valverde, & Ryan, 2016) or prioritize overall satisfaction
(Beck, Martin, Xu, & Qu, 2004; Chen, 2015; Hsu, 2003; Huh, Uysal, & McCleary, 2006;
Khoo-Lattimore & Prayag, 2016) in modelling various antecedents and outcomes. A more
detailed overview of measurement issues with satisfaction is provided in previous reviews
(e.g. Pizam et al., 2016; Yuksel & Yuksel, 2001b). The lack of agreement on how to
operationalize consumer satisfaction is due to the process versus outcome view of the
construct. As suggested in previous studies (Giese & Cote, 2000), satisfaction can vary
dramatically over time and is often determined only at the time the evaluation occurs.
Thus, process definitions are problematic in that there is little consistency in the satisfac-
tion process and are difficult to operationalize as such definitions are plagued by ante-
cedent constructs, which makes it difficult to isolate determinants from the construct itself
(Giese & Cote, 2000).
12 G. PRAYAG ET AL.
Of noteworthy is that measurement of satisfaction at the “individual” level remains

omnipresent at the expense of “group” satisfaction in the literature. Not much is known,
for example, about the dynamics of satisfaction within a travel group and how each
individual and the group as a whole make trade-offs, but more importantly, how to
measure the group satisfaction. In family travel, the decision-making processes involved
in arriving at the conclusion that a holiday was satisfactory, and the role of children in
reaching such a decision, along with measurement of these issues have not been fully
explored. Given that the management of consumer satisfaction is part of the broader
management of customer relationships by a firm, some authors (e.g., Roth & Bösener,
2015) suggest that customer delight (Kim, Vogt, Knutson, 2015; Loureiro & Kastenholz,
2011; Torres & Kline, 2006, 2013) is conceptually similar to customer satisfaction and
perhaps a better measurement of the relationship that exists between a consumer and the
organization. To date, studies examining the conceptual similarities and differences
between customer delight and consumer satisfaction are lacking in the hospitality field.
Methods used to research consumer satisfaction

A review of the methods used in research on consumer satisfaction across all of the five
journals shows that 80.3% of the studies used quantitative methods (see Table 4). The lack
of qualitative and mixed methods studies is highlighted in this review. IJCHM has
published the highest number of qualitative studies (17) while IJHM and CHQ did not
publish any qualitative studies on this topic. Literature reviews and conceptual papers
were classified as qualitative methods in this categorisation. Among those articles that
utilized qualitative methods (e.g., Chang, 2008; Coughlan, 2003; Dalci & Kosan, 2012;
Pratten, 2004a), qualitative content analysis (Zheng, Youn, & Kincaid, 2009), case studies
(Dalci & Kosan, 2012; Lane, 2007; McCaskey & Symes, 2004), and in-depth interviews
(Severt & Palakurthi, 2008) were the most popular approaches. Surprisingly, mixed-
methods (e.g., Caber & Albayrak, 2014; Clemes, Gan, & Ren, 2011; Noone & Mattila,
2010; Ren et al., 2016; Su, 2004) remained under-utilized as a research approach. Within
quantitative methods, the use of experiments (Gao & Mattila, 2014; Jacob, Guéguen, &
Boulbry, 2014; Kim & Mattila, 2010; Mattila, 2001; Mattila & Ro, 2008; McCollough, 2000;
Namasivayam & Mattila, 2007) or quasi experiments (Slevitch & Oh, 2010), structural
equation modelling (Han, Kim, & Hyun, 2011; Hsu, 2003; Jani & Han, 2014; Kim, Cha,
Singh, & Knutson, 2013; Yuan & Wu, 2008), and quantitative content analysis (Berezina,
Bilgihan, Cobanoglu, & Okumus, 2016; Kim, Kim, & Heo, 2016; Susskind, 2005;
Zafiropoulos, Vrana, & Paschaloudis, 2006) was common.
Table 4. Methods used in consumer satisfaction studies.

Methods JHMM IJCHM JHTR IJHM CHQ Total
Qualitative 4 17 2 0 0 23
Mixed 1 7 4 5 1 18
Quantitative 38 43 16 58 12 167
Total 43 67 22 63 13 208
Table 5. Sample size in quantitative and mixed methods studies.

Sample size JHMM IJCHM JHTR IJHM CHQ Total
< 200 10 6 5 11 5 37
200–500 20 18 8 29 4 79
501–1000 4 16 4 11 2 37
> 1000 5 10 3 8 1 27
Not applicable - - - 4 1 5
Total 39 50 20 63 13 185
Sample size in quantitative and mixed-method studies

Of the 208 studies reviewed, 167 and 18 were using quantitative and mixed methods respectively.
When different populations were surveyed within the same study, the summated sample size was
used for the categorization presented in Table 5. For example, Mattila and Choi (2006) surveyed
289 Americans and 302 South Koreans in their experiment, resulting in a total sample size of 591.
In other studies, website analysis and surveys were both used as methods of data collection. For
example, Zafiropoulos et al. (2006) evaluated 798 websites and conducted 17 surveys. In this case,
we retained 798 as the sample size of the study given that the surveys were only used to clarify the
results from the website analysis. Pilot tests were excluded in computing the final sample size
which is based on useable surveys reported in the reviewed studies (see Table 1). An examination
of the sample size reveals that large sample sizes (> 1000) were most commonly utilized in articles
published in IJCHM and IJHM. These studies are often mining online reviews (e.g. Lynn &
Kwortnik, 2015; Xiang, Schwartz, Gerdes, & Uysal, 2015; Xu & Li, 2016) to achieve such large
sample sizes. Of the quantitative and mixed-methods studies, 42.7% had sample sizes between
200 to 500 and 20% had sample sizes between 501 to 1000.
Antecedents of consumer satisfaction

Within the existing tourism and hospitality literature, meta-studies on consumer satisfac-
tion show that service quality, destination image, environment (physical space and social
aspects), and the various dimensions of perceived value (hedonic value, utility value and
monetary value) are significant antecedents of satisfaction (Ladeira et al., 2016). From our
review, several other antecedents of customer satisfaction were evident.
First, many studies have examined perceived justice resulting from service failures and
recovery (Hocutt & Bowers, 2005; Karatepe, 2006; McCollough, 2000; Susskind & Viccari,
2011; Wen & Geng-Qing Chi, 2013) and perceptions of fairness and equity (Chang, 2008;
Mattila & Choi, 2006; Severt, Rompf, & Severt, 2007) as significant antecedents of consumer
satisfaction. Typically distributive, procedural and interactional justice and fairness (Karatepe,
2006; Severt, Rompf, & Severt, 2007) have been investigated. Equity is an important element in
the feeling of justice (Chang, 2008) but how brand equity is impacted as a result of service
recovery strategies that influence perceptions of justice and fairness has been sparsely researched.
Brand equity is an important moderator of the relationship between perceived justice, customer
satisfaction and post-recovery behaviour of customers (Huang, 2011). In their meta-analysis of
satisfaction resulting from complaint handling in services, Orsingher, Valentini, and De Angelis
(2010) found that distributive justice had the strongest effect on satisfaction from complaint
handling. However, these authors noted that the effects of justice dimensions on overall
satisfaction, sentiments of trust and commitment, and return intent must be investigated.
14 G. PRAYAG ET AL.
Also, how the dimensions of justice interact with each other has not been investigated sufficiently
in the tourism and hospitality literature.
Second, several studies have examined emotions as significant antecedents of consumer
satisfaction (Ali, Amin, & Cobanoglu, 2016; Deng, Yeh, & Sung, 2013; Han & Back, 2007; Jani
& Han, 2013; Ladhari, Burn & Morales, 2008; Lin & Mattila, 2010; Wen & Geng-Qing Chi, 2013).
Typically, the valence approach which measures either positive and negative emotions (Han &
Back, 2007; Ladhari et al., 2008; Wen & Geng-Qing Chi, 2013) or arousal and pleasure (Lin &
Mattila, 2010) have been the most commonly used approach in the majority of studies. It is clear
that discrete emotions (Mattila & Ro, 2008) are not commonly used in the hospitality literature to
model antecedents of consumer satisfaction. Discrete emotions of the same valence such as joy
and happiness have different effects on satisfaction (Machleit &Eroglu, 2000). Hence, similar to
the call in previous studies (Prayag, Hosany, & Odeh, 2013), we suggest that hospitality
researchers should examine in more depth the relationship between discrete emotions and
satisfaction. They should also broaden the measurement of emotions from self-reported mea-
sures to psychophysiological methods such as electro-dermal analysis, facial-muscle activity, hear
rate response, eye-tracking system, and vascular measures (Li, Scott, & Walters, 2015). Another
significant omission is the use of cognitive appraisal theories to model the antecedents of
emotions (Hosany, 2012) and their consequences on post-consumption behaviours.
Third, a more recent stream of research has investigated the influence of Corporate
Social Responsibility (CSR) on consumer satisfaction (e.g., Gao & Mattila, 2014; Lee &
Heo, 2009; Martínez & Del Bosque, 2013; Su, Swanson, & Chen, 2015). For example, Su
et al. (2015) showed that both CSR and organizational reputation impacted positively
consumer satisfaction, while Martínez and Del Bosque (2013) showed that several rela-
tionships between CSR associations, identification with the company, customer trust and
satisfaction existed. Gao and Mattila (2014) showed that after a service failure, favourable
CSR perception can help mitigate the negative effects of internal cause attribution on
customer identification and ultimately contribute to post-recovery satisfaction. However,
more studies are required to confirm the effect of CSR practices on customer satisfaction
and firm performance (Lee & Heo, 2009) as well as market value.
Fourth, some studies have examined the influence of sustainable practices in various
tourism and hospitality businesses (e.g., hotels and restaurants) as antecedents of con-
sumer satisfaction (Berezan, Raab, Yoo, & Love, 2013; Gao & Mattila, 2014; Martínez,
2015; Prud’homme & Raymond, 2013). For example, consumer satisfaction has been
shown to be positively influenced by the hotel’s adoption of sustainability practices, but
that the level of customer satisfaction varies according to the hotel’s size and type of
ownership (Prud’homme & Raymond, 2013). Typically, the influence of green practices
has been examined and shown to have a positive relationship on guests’ satisfaction levels
and return intentions (Berezan et al., 2013). The results of the latter study suggest that
some sustainable efforts are indeed desired by guests, depending on their nationalities, and
that hotel guests are willing to accept certain minor inconveniences to support sustain-
ability, suggestive of guests becoming more aware and progressive over time (Berezan
et al., 2013). In a hotel context, Martínez (2015) confirmed that the green overall image
has positive direct effects on green trust, green satisfaction and green loyalty.
Fifth, several studies have investigated the employee-customer interactions in predicting
consumer satisfaction (Chi & Gursoy, 2009; Kralj & Solnet, 2010; Mathe, Scott-Halsell, &
Roseman, 2016; Ustrov et al., 2016). Some studies evaluate perceptions of employees by
customers only (Jacob et al., 2014; Jung & Yoon, 2011) while others evaluate employees’
perceptions of customers only (He et al., 2011; Poria, 2004). However, in recent years evaluating
both parties in the dyad is becoming increasingly popular (Chi & Gursoy, 2009; Dedeoğlu &
Demirer, 2015; Jung & Yoon, 2013; Kim, 2011; Namashivayam et al., 2014; Spinelli & Canavos,
2000; Zhao & Mattila, 2013; Zhao, Mattila, & Ngan, 2014; Ustrov et al., 2016). There is, however,
no consensus on whether there is always a direct effect of employee satisfaction on customer
satisfaction and loyalty. For example, Jung and Yoon (2013) showed a positive relationship
between employees’ satisfaction and customer satisfaction but the former did not have a
significant direct influence on customer loyalty, but rather an indirect influence via customer
satisfaction. Chi and Gursoy (2009) showed a significant indirect relationship between employee
satisfaction and financial performance, which is mediated by customer satisfaction.
The outcomes of consumer satisfaction

Consumer and brand loyalty remain the most important outcomes of satisfaction assessed in the
reviewed literature. Over the years, several studies have examined the effect of consumer
satisfaction on loyalty with the service provider (Hsu, 2000), brand (Lee, Back, & Kim, 2009),
and the marketing offer as a whole (Han & Ryu, 2009; Kim et al., 2015). In particular, researchers
tend to assess the effect of consumer satisfaction on cognitive, affective and behavioural loyalty,
but the results are inconsistent (Back & Parks, 2003). For example, some studies show that
consumer satisfaction has a greater influence on cognitive loyalty while others suggest that
affective loyalty has a greater influence on conative loyalty rather than consumer satisfaction. It
must therefore be recognised that there are inter-relationships among the different types of
loyalty and that the effect of consumer satisfaction on different types of loyalty is not consistent
across studies (Kim et al., 2015). Others have used terms such as attitudinal and behavioural
loyalty when examining the effect of consumer satisfaction on the loyalty construct (Back &
Parks, 2003). It must, however, be pointed out that in their meta review of the consumer
satisfaction-loyalty relationship in the marketing field, Kumar, Dalla Pozza, and Ganesh
(2013) concluded that such a relationship is not as strong as it is believed to be and suggested
that consumer satisfaction may not be enough to explain loyalty behaviors. Hence, while we
know enough on the relationship between customer satisfaction and loyalty, researchers should
also investigate the influence of other determinants of loyalty. Future research could also examine
how the satisfaction-loyalty relationship evolves over time as the tourist revisits the destination.
Beyond loyalty, a number of studies have examined the effect of consumer satisfaction
on repurchase intentions (Mattila, 2001), intentions to revisit (Namkung & Jang, 2007)
and switching costs (Jung & Yoon, 2012). These variables have often been modelled as
indicators of loyalty in many studies. While generally, the results of these studies seem to
suggest that higher satisfaction levels are associated with stronger repurchase and revisit
intentions, the relationship with switching costs is not that straight forward. Although it
can be expected that satisfaction reduces switching intentions (Jung & Yoon, 2012),
several studies have shown that satisfaction increases switching behaviour because of
satiation (Park & Jang, 2014). We also note from our review that several authors have
examined repurchase and revisit intentions under the umbrella term of behavioural
intentions (Namkung & Jang, 2009; Ryu & Han, 2010; Ryu, Han, & Kim, 2008). The
general conclusion is that higher satisfaction levels generate more positive behavioural
intentions. Researchers have also investigated the influence of satisfaction on willingness
16 G. PRAYAG ET AL.
to pay more (Ladhari et al., 2008), with satisfied consumers willing to pay a premium to
obtain the product or service. Consumer satisfaction has also been found to be linked to
better financial performance (Chi & Gursoy, 2009) such as profit margin, return on assets
and return on equity (Sun & Kim, 2013).
Several areas of future research can be offered on the basis of the outcomes of consumer
satisfaction. For example, similar to Oh and Kim (2017), we suggest that testing of rival or
competing models when using SEM has not been exploited to its full potential to assess the
relationship between antecedents and outcomes of consumer satisfaction. Furthermore, it is
only recently that researchers have started to examine mediators and moderators of these
relationships in the hospitality literature. Roth and Bösener (2015) highlight the need to consider
(i) product/service specific (e.g., hotels vs. restaurants vs. theme parks) (ii) situation specific (first
time vs. repeat visitors; business vs. leisure tourists), (iii) customer-specific (age, gender, income
levels, culture), and (iv) firm-specific moderators (e.g., innovative capacity, internal marketing)
of the relationship between consumer satisfaction and its antecedents and/or outcomes.
Conclusion
While consumer satisfaction remains a topical area of research within hospitality marketing, this
review has shown that the majority of researchers do not provide a specific definition of their
conceptualization of satisfaction. Given that there are competing views on what satisfaction is,
researchers should be conscious that the focus they have on measuring satisfaction is not an end
in itself. The conceptual and operational inconsistencies related to the construct also negatively
impact other related constructs such as e-satisfaction (Chen, Rodgers, & He, 2008). Though
measurement is important, how satisfaction is formed and the subsequent outcomes must
remain at the forefront of future research. The concept of consumer satisfaction “appears to be
complex, beset by numerous debates as to its definition, measurement and management, and
that individuals (staff, management, and customers) differ in what they perceive to be satisfactory
fuels the complexity in its management” (Yuksel & Yuksel, 2001b, p.101). While measurement
approaches show maturity of the topic, investigations into the antecedents of satisfaction such as
customer/brand engagement (Pansari & Kumar, 2017; Simon & Tossan, 2018) and outcomes
such as brand attachment (Bahri-Ammari, Van Niekerk, Ben Khelil, & Chtioui, 2016) though
popular in the broader marketing literature, have not received much attention in the hospitality
literature. Mixed methods and qualitative research remain under-utilized as research approaches
to investigate satisfaction and its meaning as a term. Two notable omissions in the 208 studies
examined are the satisfaction of children and guests with disabilities with service provision in the
tourism and hospitality industry. This review, therefore, calls for more marginalized voices to be
included in the conceptualization of the term. Last but not least, it seems that the majority of
studies also prioritize “individual” as opposed to “group” dynamics in researching consumer
satisfaction.
References
Abubakar, B., & Mavondo, F. (2014). Tourism destinations: Antecedents to customer satisfaction
and positive word-of-mouth. Journal of Hospitality Marketing & Management, 23(8), 833–864.
doi:10.1080/19368623.2013.796865
Ali, F., Amin, M., & Cobanoglu, C. (2016). An integrated model of service experience, emotions,
satisfaction, and price acceptance: An empirical analysis in the Chinese hospitality industry. Journal
of Hospitality Marketing & Management, 25(4), 449–475. doi:10.1080/19368623.2015.1019172
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and
profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. doi:10.2307/1252310
Arghavan, H., Nunkoo, R., Moyle, B., Scott, N., & Kralj, A. (2018). Residents Attitudes toward
Tourism: A Review. Tourism Review.
Assaf, A. G., & Magnini, V. (2012). Accounting for customer satisfaction in measuring hotel
efficiency: Evidence from the US hotel industry. International Journal of Hospitality
Management, 31(3), 642–647. doi:10.1016/j.ijhm.2011.08.008
Back, K. J., & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective, and conative
brand loyalty and customer satisfaction. Journal of Hospitality & Tourism Research, 27(4), 419–
435. doi:10.1177/10963480030274003
Bahri-Ammari, N., Van Niekerk, M., Ben Khelil, H., & Chtioui, J. (2016). The effects of brand
attachment on behavioral loyalty in the luxury restaurant sector. International Journal of
Contemporary Hospitality Management, 28(3), 559–585. doi:10.1108/IJCHM-10-2014-0508
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and
purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality
Barsky, J., & Nash, L. (2003). Customer satisfaction: Applying concepts to industry-wide measures.
The Cornell Hotel and Restaurant Administration Quarterly, 44(5–6), 173–183. doi:10.1177/
001088040304400523
Beck, J., Martin, L., Xu, Z., & Qu, H. (2004). Cross border traveler satisfaction to the Shenzhen
special economic zone of China. Journal of Hospitality & Leisure Marketing, 11(2–3), 47–64.
doi:10.1300/J150v11n02_05
Benkenstein, M., Yavas, U., & Forberger, D. (2003). Emotional and cognitive antecedents of
customer satisfaction in leisure services: The case of the Rostock Zoo. Journal of Hospitality &
Leisure Marketing, 10(3–4), 173–184. doi:10.1300/J150v10n03_11
Berezan, O., Raab, C., Yoo, M., & Love, C. (2013). Sustainable hotel practices and nationality: The
impact on guest satisfaction and guest intention to return. International Journal of Hospitality
Management, 34, 227–233. doi:10.1016/j.ijhm.2013.03.010
Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and
dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality
Marketing & Management, 25(1), 1–24. doi:10.1080/19368623.2015.983631
Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The impact of information
security breach on hotel guest perception of service quality, satisfaction, revisit intentions and
word-of-mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–
1010. doi:10.1108/09596111211258883
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality
and value. Journal of Consumer Research, 17(4), 375–384. doi:10.1086/jcr.1991.17.issue-4
Bowen, J. T., & Chen McCain, S. L. (2015). Transitioning loyalty programs: A commentary on “the
relationship between customer loyalty and customer satisfaction”. International Journal of
Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer
satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217.
doi:10.1108/09596110110395893
Bujisic, M., Wu, L., Mattila, A., & Bilgihan, A. (2014). Not all smiles are created equal: Investigating
the effects of display authenticity and service relationship on customer tipping behavior.
International Journal of Contemporary Hospitality Management, 26(2), 293–306. doi:10.1108/
IJCHM-10-2012-0181
Bulchand-Gidumal, J., Melián-González, S., & Lopez-Valcarcel, B. G. (2013). A social media analysis
of the contribution of destinations to client satisfaction with hotels. International Journal of
Hospitality Management, 35, 44–47. doi:10.1016/j.ijhm.2013.05.003
18 G. PRAYAG ET AL.
Caber, M., & Albayrak, T. (2014). Does the importance of hotel attributes differ for senior tourists?
A comparison of three markets. International Journal of Contemporary Hospitality Management,
26(4), 610–628. doi:10.1108/IJCHM-02-2013-0103
Chan, E. S., & Lam, L. (2009). Understanding attributes affecting selection of private kitchens.
09596110910985322
Chan, H., Wan, L. C., & Sin, L. Y. (2007). Hospitality service failures: Who will be more dissatisfied?.
International Journal of Hospitality Management, 26(3), 531–545. doi:10.1016/j.ijhm.2006.02.004
Chang, J. C. (2008). Tourists’ satisfaction judgments: An investigation of emotion, equity, and
attribution. Journal of Hospitality & Tourism Research, 32(1), 108–134. doi:10.1177/
1096348007309571
Chang, K. C. (2013). How reputation creates loyalty in the restaurant sector. International Journal of
Contemporary Hospitality Management, 25(4), 536–557. doi:10.1108/09596111311322916
Chang, Y. W., & Polonsky, M. J. (2012). The influence of multiple types of service convenience
on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure
setting. International Journal of Hospitality Management, 31(1), 107–118. doi:10.1016/j.
ijhm.2011.05.003
Chen, C. M., Yang, H. W., Li, E. Y., & Liu, C. C. (2015). How does hotel pricing influence guest
satisfaction by the moderating influence of room occupancy?. International Journal of Hospitality
Chen, L. F. (2015). Exploring asymmetric effects of attribute performance on customer satisfaction
using association rule method. International Journal of Hospitality Management, 47, 54–64.
doi:10.1016/j.ijhm.2015.03.002
Chen, P. T., & Hu, H. H. (2010). How determinant attributes of service quality influence customer-
perceived value: An empirical investigation of the Australian coffee outlet industry. International
Journal of Contemporary Hospitality Management, 22(4), 535–551. doi:10.1108/
09596111011042730
Chen, Q., Rodgers, S., & He, Y. (2008). A critical review of the e-satisfaction literature. American
Behavioral Scientist, 52(1), 38–59. doi:10.1177/0002764208321340
Chen, Y., Lehto, X. Y., & Choi, S. (2009). Effect of experience on cognition, affect and satisfaction:
The case of Japanese visitors to Macau. Journal of Hospitality Marketing & Management, 18(2–3),
273–293. doi:10.1080/19368620802594151
Cheng, M. (2016). Sharing economy: A review and agenda for future research. International Journal
of Hospitality Management, 57, 60–70. doi:10.1016/j.ijhm.2016.06.003
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial
performance: An empirical examination. International Journal of Hospitality Management, 28
(2), 245–253. doi:10.1016/j.ijhm.2008.08.003
Chi, C. G. Q., & Qu, H. (2009). Examining the relationship between tourists’ attribute satisfaction
and overall satisfaction. Journal of Hospitality Marketing & Management, 18(1), 4–25.
doi:10.1080/19368620801988891
Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the
Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277–297.
doi:10.1016/S0278-4319(01)00006-8
Choo, H., Ahn, K., & Petrick, F. (2016). An integrated model of festival revisit intentions: Theory of
planned behavior and festival quality/satisfaction. International Journal of Contemporary
Hospitality Management, 28(4), 818–838. doi:10.1108/IJCHM-09-2014-0448
Cicerali, E. E., Kaya Cicerali, L., & Saldamlı, A. (2017). Linking Psycho-Environmental Comfort Factors to
Tourist Satisfaction Levels: Application of a Psychology Theory to Tourism Research. Journal of
Hospitality Marketing & Management, 26(7), 717–734. doi:10.1080/19368623.2017.1296395
Clemes, M. D., Gan, C., & Ren, M. (2011). Synthesizing the effects of service quality, value, and
customer satisfaction on behavioral intentions in the motel industry: An empirical analysis.
Journal of Hospitality & Tourism Research, 35(4), 530–568. doi:10.1177/1096348010382239
Cohen, S. A., Prayag, G., & Moital, M. (2014). Consumer behaviour in tourism: Concepts, influences and
opportunities. Current Issues in Tourism, 17(10), 872–909. doi:10.1080/13683500.2013.850064
Correia, A., Moital, M., Oliveira, N., & Da Costa, C. F. (2009). Multidimensional segmentation of
gastronomic tourists based on motivation and satisfaction. International Journal of Tourism
Policy, 2(1–2), 37–57. doi:10.1504/IJTP.2009.023272
Coughlan, R. (2003). Hotel Managers’ Predictions of Satisfaction with Unexpected Outcomes.
Cranage, D. (2004). Plan to do it right: And plan for recovery. International Journal of
Cranage, D. A., & Mattila, A. S. (2006). Service recovery and pre-emptive strategies for service
failure: Both lead to customer satisfaction and loyalty, but for different reasons. Journal of
Hospitality & Leisure Marketing, 13(3–4), 161–181. doi:10.1300/J150v13n03_09
Crick, A. P., & Spencer, A. (2011). Hospitality quality: New directions and new challenges. International
Journal of Contemporary Hospitality Management, 23(4), 463–478. doi:10.1108/09596111111129986
Cronin, J. J., Jr, & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension.
Journal of Marketing, 56(3), 55–68. doi:10.2307/1252296
Crotts, J. C., Pan, B., & Raschid, A. E. (2008). A survey method for identifying key drivers of guest
delight. International Journal of Contemporary Hospitality Management, 20(4), 462–470.
doi:10.1108/09596110810873552
Dalci, I., & Kosan, L. (2012). Theory of constraints thinking-process tools facilitate goal achieve-
ment for hotel management: A case study of improving customer satisfaction. Journal of
Dedeoğlu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in
the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130–
146. doi:10.1108/IJCHM-08-2013-0350
Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist
hotels: Integrating consumption emotions into the American Customer Satisfaction Index.
International Journal of Hospitality Management, 35, 133–140. doi:10.1016/j.ijhm.2013.05.010
Dutta, K., Venkatesh, U., & Parsa, H. G. (2007). Service failure and recovery strategies in the
restaurant sector: An Indo-US comparative study. International Journal of Contemporary
Hospitality Management, 19(5), 351–363. doi:10.1108/09596110710757526
Faullant, R., Matzler, K., & Füller, J. (2008). A positioning map of skiing areas using customer
satisfaction scores. Journal of Hospitality & Leisure Marketing, 16(3), 230–245. doi:10.1080/
10507050801946833
Frías-Jamilena, D. M., Del Barrio-García, S., & López-Moreno, L. (2013). Determinants of satisfaction with
holidays and hospitality in rural tourism in Spain: The moderating effect of tourists’ previous experience.
Cornell Hospitality Quarterly, 54(3), 294–307. doi:10.1177/1938965512466587
Gao, B. W., & Lai, I. K. W. (2015). The effects of transaction-specific satisfactions and integrated
satisfaction on customer loyalty. International Journal of Hospitality Management, 44, 38–47.
doi:10.1016/j.ijhm.2014.10.004
Gao, Y. L., & Mattila, A. S. (2014). Improving consumer satisfaction in green hotels: The roles of
perceived warmth, perceived competence, and CSR motive. International Journal of Hospitality
Geddie, M. W., DeFranco, A. L., & Geddie, M. F. (2005). A comparison of relationship marketing
and Guanxi: Its implications for the hospitality industry. International Journal of Contemporary
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science
Review, 1, 16–35.
González, M. E. A., & Brea, J. A. F. (2005). An investigation of the relationship among service
quality, customer satisfaction and behavioural intentions in Spanish health spas. Journal of
Hospitality & Leisure Marketing, 13(2), 67–90. doi:10.1300/J150v13n02_06
Gregory, A. M., Parsa, H. G., Nusair, K., Kwun, D. J., & Putrevu, S. (2015). Examining the effects of
vacation ownership product attributes on customer satisfaction: An investigation of product
purchase and use. International Journal of Contemporary Hospitality Management, 27(1), 52–70.
doi:10.1108/IJCHM-07-2013-0284
20 G. PRAYAG ET AL.
Gregory, A. M., Severt, D. E., & Hahm, J. (2016). An Attribution Approach and the Subsequent
Satisfaction, Value, and Loyalty of Service Delivery in Private Residence Clubs. Journal of
Gstaettner, A. M., Lee, D., & Rodger, K. (2016). The concept of risk in nature-based tourism and
recreation–A systematic literature review. Current Issues in Tourism, in press. doi: 10.1080/
13683500.2016.1244174).
Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels—Preferences and satisfaction. International
Journal of Hospitality Management, 27(3), 337–345. doi:10.1016/j.ijhm.2007.10.005
Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance.
Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284–298. doi:10.1177/
0010880407301735
Gursoy, D., Chen, J., & Chi, C. (2014). Theoretical examination of destination loyalty formation.
IJCHM-12-2013-0539
Gursoy, D., & Sandstrom, J. K. (2016). An updated ranking of hospitality and tourism journals.
Ha, J., & Jang, S. S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of
familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2–13.
doi:10.1016/j.ijhm.2009.03.009
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability:
An empirical study. International Journal of Service Industry Management, 7(4), 27–42.
doi:10.1108/09564239610129931
Han, H., & Back, K. J. (2007). Investigating the effects of consumption emotions on customer
satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality & Leisure
Marketing, 15(3), 5–30. doi:10.1300/J150v15n03_02
Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service
performances, customer satisfaction, and switching barriers in the hotel industry. International
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer
satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality &
Tourism Research, 33(4), 487–510. doi:10.1177/1096348009344212
He, Y., Li, W., & Keung Lai, K. (2011). Service climate, employee commitment and customer
satisfaction: Evidence from the hospitality industry in China. International Journal of
Heung, V. C. (2000). Satisfaction levels of mainland Chinese travelers with Hong Kong hotel
services. International Journal of Contemporary Hospitality Management, 12(5), 308–315.
doi:10.1108/09596110010339689
Heung, V. C., & Gu, T. (2012). Influence of restaurant atmospherics on patron satisfaction and
behavioral intentions. International Journal of Hospitality Management, 31(4), 1167–1177.
doi:10.1016/j.ijhm.2012.02.004
Hinkin, T. R., & Tracey, J. B. (1998). The service imperative: Factors driving meeting effectiveness.
The Cornell Hotel and Restaurant Administration Quarterly, 39(5), 59–67. doi:10.1177/
001088049803900511
Hocutt, M. A., & Bowers, M. R. (2005). The impact of service guarantees on consumer responses in
the hotel industry. Journal of Hospitality & Leisure Marketing, 13(1), 5–23. doi:10.1300/
J150v13n01_02
Hosany, S. (2012). Appraisal determinants of tourist emotional responses. Journal of Travel
Research, 51(3), 303–314. doi:10.1177/0047287511410320
Hsu, C. H. (2000). Determinants of mature travelers’ motorcoach tour satisfaction and brand loyalty.
Hsu, C. H. (2003). Mature motorcoach travelers’ satisfaction: A preliminary step toward measure-
ment development. Journal of Hospitality & Tourism Research, 27(3), 291–309. doi:10.1177/
1096348003252360
Huang, M. H. (2011). Re-examining the effect of service recovery: The moderating role of brand
equity. Journal of Services Marketing, 25(7), 509–516. doi:10.1108/08876041111173633
Huang, S., Hsu, C. H., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study
of the package tours in Shanghai. Journal of Hospitality & Tourism Research, 34(1), 3–33.
doi:10.1177/1096348009349815
Huh, J., Uysal, M., & McCleary, K. (2006). Cultural/heritage destinations: Tourist satisfaction and
market segmentation. Journal of Hospitality Marketing & Management, 14(3), 81–99.
Hyun, S. S., & Han, H. (2012). A model of a patron’s innovativeness formation toward a chain
restaurant brand. International Journal of Contemporary Hospitality Management, 24(2), 175–
199. doi:10.1108/09596111211206132
Iglesias, M. P., & Yagüe Guillén, M. J. (2004). Perceived quality and price: Their impact on the
satisfaction of restaurant customers. International Journal of Contemporary Hospitality
Management, 16(6), 373–379. doi:10.1108/09596110410550824
Jacob, C., Guéguen, N., & Boulbry, G. (2014). Using verbal attention to enhance restaurant
customer satisfaction and behavior. International Journal of Hospitality Management, 39, 50–
52. doi:10.1016/j.ijhm.2014.02.004
Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions, satisfaction, and
behavioral intentions: How do these and other factors relate in a hotel setting?. International Journal
of Contemporary Hospitality Management, 25(7), 970–993. doi:10.1108/IJCHM-10-2012-0183
Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their
relationships in the hotel industry. International Journal of Hospitality Management, 37, 11–20.
doi:10.1016/j.ijhm.2013.10.007
Jin Hoare, R., & Butcher, K. (2008). Do Chinese cultural values affect customer satisfaction/loyalty?.
09596110810852140
Jin, N., Lee, S., & Gopalan, R. (2012). How do individual personality traits (D) influence perceived
satisfaction with service for college students (C) in a casual restaurant setting (I)?: The CID
framework. Journal of Hospitality Marketing & Management, 21(6), 591–616. doi:10.1080/
19368623.2012.627223
Jin, N., Line, N. D., & Merkebu, J. (2016). The impact of brand prestige on trust, perceived risk,
satisfaction, and loyalty in upscale restaurants. Journal of Hospitality Marketing & Management,
25(5), 523–546. doi:10.1080/19368623.2015.1063469
Jung, H. S., & Yoon, H. H. (2011). The effects of nonverbal communication of employees in the
family restaurant upon customers’ emotional responses and customer satisfaction. International
Jung, H. S., & Yoon, H. H. (2012). Why do satisfied customers switch? Focus on the restaurant
patron variety-seeking orientation and purchase decision involvement. International Journal of
Hospitality Management, 31(3), 875–884. doi:10.1016/j.ijhm.2011.10.006
Jung, H. S., & Yoon, H. H. (2013). Do employees’ satisfied customers respond with an satisfactory
relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a
family restaurant. International Journal of Hospitality Management, 34, 1–8. doi:10.1016/j.
ijhm.2013.02.003
Kandampully, J., & Hu, H. H. (2007). Do hoteliers need to manage image to retain loyal customers?.
09596110710775101
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of
customer satisfaction and image. International Journal of Contemporary Hospitality Management,
12(6), 346–351. doi:10.1108/09596110010342559
Kandampully, J., & Suhartanto, D. (2003). The role of customer satisfaction and image in gaining
customer loyalty in the hotel industry. Journal of Hospitality & Leisure Marketing, 10(1–2), 3–25.
doi:10.1300/J150v10n01_02
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions
with a special focus on the hospitality industry. International Journal of Contemporary Hospitality
Management, 27(3), 379–414. doi:10.1108/IJCHM-03-2014-0151
22 G. PRAYAG ET AL.
Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of com-
plainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality
Khalilzadeh, J., Ghahramani, L., & Tabari, S. (2017). From “Hypercritics” to “Happy Campers”:
Who Complains the Most in Fine Dining Restaurants?. Journal of Hospitality Marketing &
Management, 26(5), 451–473. doi:10.1080/19368623.2017.1256802
Khoo-Lattimore, C., & Prayag, G. (2016). Accommodation preferences of the girlfriend getaway
market in Malaysia: Self-image, satisfaction and loyalty. International Journal of Contemporary
Kim, B., Kim, S., & Heo, C. Y. (2016). Analysis of satisfiers and dissatisfiers in online hotel reviews
on social media. International Journal of Contemporary Hospitality Management, 28(9), 1915–
1936. doi:10.1108/IJCHM-04-2015-0177
Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty:
Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619–637.
doi:10.1080/19368623.2011.577698
Kim, H. J., Park, J., Kim, M. J., & Ryu, K. (2013). Does perceived restaurant food healthiness matter?
Its influence on value, satisfaction and revisit intentions in restaurant operations in South Korea.
Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage.
IJCHM-09-2012-0165
Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight,
and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170–197.
doi:10.1177/1096348012471376
Kim, M. G., & Mattila, A. S. (2010). The impact of mood states and surprise cues on satisfaction.
Kim, S., Chung, J. E., & Suh, Y. (2016). Multiple reference effects on restaurant evaluations: A cross-
cultural study. International Journal of Contemporary Hospitality Management, 28(7), 1441–1466.
doi:10.1108/IJCHM-05-2014-0220
Kim, S., & Lee, J. S. (2013). Is satisfaction enough to ensure reciprocity with upscale restaurants?
The role of gratitude relative to satisfaction. International Journal of Hospitality Management, 33,
118–128. doi:10.1016/j.ijhm.2012.06.009
Kim, S. H., Cha, J., Singh, A. J., & Knutson, B. (2013). A longitudinal investigation to test the
validity of the American customer satisfaction model in the US hotel industry. International
Journal of Hospitality Management, 35, 193–202. doi:10.1016/j.ijhm.2013.05.004
Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer
satisfaction, return intention, and word-of-mouth. International Journal of Hospitality
Kim, Y. G., Suh, B. W., & Eves, A. (2010). The relationships between food-related personality traits,
satisfaction, and loyalty among visitors attending food events and festivals. International Journal
of Hospitality Management, 29(2), 216–226. doi:10.1016/j.ijhm.2009.10.015
Kivela, J., Inbakaran, R., & Reece, J. (2000). Consumer research in the restaurant environment. Part
3: Analysis, findings and conclusions. International Journal of Contemporary Hospitality
Management, 12(1), 13–30. doi:10.1108/09596110010304984
Kralj, A., & Solnet, D. (2010). Service climate and customer satisfaction in a casino hotel: An
exploratory case study. International Journal of Hospitality Management, 29(4), 711–719.
doi:10.1016/j.ijhm.2010.01.005
Kumar, V., Dalla Pozza, I., & Ganesh, J. (2013). Revisiting the satisfaction–Loyalty relationship:
Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246–262.
doi:10.1016/j.jretai.2013.02.001
Kwun, D. J. W. (2011). Effects of campus foodservice attributes on perceived value, satisfaction, and
consumer attitude: A gender-difference approach. International Journal of Hospitality
Ladeira, W. J., Santini, F. D. O., Araujo, C. F., & Sampaio, C. H. (2016). A meta-analysis of the
antecedents and consequences of satisfaction in tourism and hospitality. Journal of Hospitality
Ladhari, R. (2012). The lodging quality index: An independent assessment of validity and dimen-
sions. International Journal of Contemporary Hospitality Management, 24(4), 628–652.
doi:10.1108/09596111211217914
Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and post-dining
behavioral intentions. International Journal of Hospitality Management, 27(4), 563–573.
doi:10.1016/j.ijhm.2007.07.025
Lai, I. K. (2015). The roles of value, satisfaction, and commitment in the effect of service quality on
customer loyalty in Hong Kong–Style tea restaurants. Cornell Hospitality Quarterly, 56(1), 118–
138. doi:10.1177/1938965514556149
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino
servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International
Lane, M. (2007). The Visitor Journey: The new road to success. International Journal of
Law, R., & Bai, B. (2008). How do the preferences of online buyers and browsers differ on the design
and content of travel websites?. International Journal of Contemporary Hospitality Management,
20(4), 388–400. doi:10.1108/09596110810873507
Law, R., & Van Der Veen, R. (2008). The popularity of prestigious hospitality journals: A Google
Scholar approach. International Journal of Contemporary Hospitality Management, 20(2), 113–
125. doi:10.1108/09596110810852113
Lee, M. J., Lee, S., & Joo, Y. M. (2015). The Effects of Exhibition Service Quality on Exhibitor
Satisfaction and Behavioral Intentions. Journal of Hospitality Marketing & Management, 24(7),
683–707. doi:10.1080/19368623.2014.934982
Lee, S., & Heo, C. Y. (2009). Corporate social responsibility and customer satisfaction among US
publicly traded hotels and restaurants. International Journal of Hospitality Management, 28(4),
635–637. doi:10.1016/j.ijhm.2009.02.007
Lee, T. J., Cho, H., & Ahn, T. H. (2012). Senior citizen satisfaction with restaurant service quality.
Journal of Hospitality Marketing & Management, 21(2), 215–226. doi:10.1080/
19368623.2010.520822
Lee, Y. K., Back, K. J., & Kim, J. Y. (2009). Family restaurant brand personality and its impact on
customer’s emotion, satisfaction, and brand loyalty. Journal of Hospitality & Tourism Research,
33(3), 305–328. doi:10.1177/1096348009338511
Li, S., Scott, N., & Walters, G. (2015). Current and potential methods for measuring emotion in
tourism experiences: A review. Current Issues in Tourism, 18(9), 805–827. doi:10.1080/
13683500.2014.975679
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate
image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of
Lin, I. Y. (2009). The combined effect of color and music on customer satisfaction in hotel bars. Journal of
Hospitality Marketing & Management, 19(1), 22–37. doi:10.1080/19368620903327675
Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived
congruency on customers’ emotions and satisfaction. Journal of Hospitality Marketing &
Management, 19(8), 819–841. doi:10.1080/19368623.2010.514547
Lin, W. T., & Chen, C. Y. (2013). Shopping satisfaction at airport duty-free stores: A cross-cultural
comparison. Journal of Hospitality Marketing & Management, 22(1), 47–66. doi:10.1080/
19368623.2012.680242
Liu, Y., & Jang, S. S. (2009). Perceptions of Chinese restaurants in the US: What affects customer
satisfaction and behavioral intentions?. International Journal of Hospitality Management, 28(3),
338–348. doi:10.1016/j.ijhm.2008.10.008
24 G. PRAYAG ET AL.
Lockyer, T. (2002). Business guests’ accommodation selection: The view from both sides.
09596110210436832
Loureiro, S. M. C., & Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty
towards rural lodging units in Portugal. International Journal of Hospitality Management, 30(3),
575–583. doi:10.1016/j.ijhm.2010.10.007
Lynn, M., & Kwortnik, R. J. (2015). The effects of tipping policies on customer satisfaction: A test
from the cruise industry. International Journal of Hospitality Management, 51, 15–18.
doi:10.1016/j.ijhm.2015.08.005
Machleit, K. A., & Eroglu, S. A. (2000). Describing and measuring emotional response to shopping
experience. Journal of Business Research, 49(2), 101–111. doi:10.1016/S0148-2963(99)00007-7
Manoharan, A., & Singal, M. (2017). A systematic literature review of research on diversity and
diversity management in the hospitality literature. International Journal of Hospitality
Martínez, P. (2015). Customer loyalty: Exploring its antecedents from a green marketing perspec-
tive. International Journal of Contemporary Hospitality Management, 27(5), 896–917.
doi:10.1108/IJCHM-03-2014-0115
Martínez, P., & Del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer
identification with the company and satisfaction. International Journal of Hospitality
Mason, M. C., & Nassivera, F. (2013). A conceptualization of the relationships between quality,
satisfaction, behavioral intention, and awareness of a festival. Journal of Hospitality Marketing &
Management, 22(2), 162–182. doi:10.1080/19368623.2011.643449
Mathe, K., Scott-Halsell, S., & Roseman, M. (2016). The role of customer orientation in the
relationship between manager communications and customer satisfaction. Journal of
Hospitality & Tourism Research, 40(2), 198–209. doi:10.1177/1096348013496278
Mathe-Soulek, K., Slevitch, L., & Dallinger, I. (2015). Applying mixed methods to identify what
drives quick service restaurant’s customer satisfaction at the unit-level. International Journal of
Mattila, A. (2001). The impact of product category risk on service satisfaction valuations. International
Journal of Hospitality Management, 20(1), 29–43. doi:10.1016/S0278-4319(00)00042-6
Mattila, A. S., & Choi, S. (2006). A cross-cultural comparison of perceived fairness and satisfaction
in the context of hotel room pricing. International Journal of Hospitality Management, 25(1),
146–153. doi:10.1016/j.ijhm.2004.12.003
Mattila, A. S., & Mount, D. J. (2003). The impact of selected customer characteristics and response
time on e-complaint satisfaction and return intent. International Journal of Hospitality
Management, 22(2), 135–145. doi:10.1016/S0278-4319(03)00014-8
Mattila, A. S., & O’Neill, J. W. (2003). Relationships between hotel room pricing, occupancy, and
guest satisfaction: A longitudinal case of a midscale hotel in the United States. Journal of
Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses
in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89–107.
doi:10.1177/1096348007309570
Mays, N., Pope, C., & Popay, J. (2005). Systematically reviewing qualitative and quantitative
evidence to inform management and policy-making in the health field. Journal of Health
Services Research & Policy, 10(1), 6–20. doi:10.1258/1355819054308576
McCaskey, D., & Symes, S. (2004). Travel Inn: Everything you want for a good night’s sleep–100 per
cent satisfaction guarantee or your money back. International Journal of Contemporary
McCole, P. (2004). Dealing with complaints in services. International Journal of Contemporary
McCollough, M. A. (2000). The effect of perceived justice and attributions regarding service failure
and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of
McKercher, B., Law, R., & Lam, T. (2006). Rating tourism and hospitality journals. Tourism
Management, 27(6), 1235–1252. doi:10.1016/j.tourman.2005.06.008
Min, H., Lim, Y., & Magnini, V. P. (2015). Factors affecting customer satisfaction in responses to
negative online hotel reviews: The impact of empathy, paraphrasing, and speed. Cornell
Hospitality Quarterly, 56(2), 223–231. doi:10.1177/1938965514560014
Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & Group, P. R. I. S. M. A. (2010). Preferred
reporting items for systematic reviews and meta-analyses: The PRISMA statement. International
Journal of Surgery, 8(5), 336–341. doi:10.1016/j.ijsu.2010.02.007
Mohsin, A., & Lockyer, T. (2010). Customer perceptions of service quality in luxury hotels in New
Delhi, India: An exploratory study. International Journal of Contemporary Hospitality
Management, 22(2), 160–173. doi:10.1108/09596111011018160
Nadiri, H., & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels.
09596110510612112
Nam, J. H., & Lee, T. J. (2011). Foreign travelers’ satisfaction with traditional Korean restaurants.
Namasivayam, K., & Guchait, P. (2013). The role of contingent self-esteem and trust in consumer
satisfaction: Examining perceived control and fairness as predictors. International Journal of
Namasivayam, K., Guchait, P., & Lei, P. (2014). The influence of leader empowering behaviors and
employee psychological empowerment on customer satisfaction. International Journal of
Namasivayam, K., & Mattila, A. S. (2007). Accounting for the joint effects of the servicescape and
service exchange on consumers’ satisfaction evaluations. Journal of Hospitality & Tourism
Research, 31(1), 3–18. doi:10.1177/1096348006292996
Namasivayam, K., & Mount, D. J. (2006). A field investigation of the mediating effects of perceived
fairness on the relationship between perceived control and consumer satisfaction. Journal of
Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on
customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3),
387–409. doi:10.1177/1096348007299924
Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? A quality
perception perspective. International Journal of Contemporary Hospitality Management, 20(2),
142–155. doi:10.1108/09596110810852131
Namkung, Y., & Jang, S. S. (2009). The effects of interactional fairness on satisfaction and
behavioral intentions: Mature versus non-mature customers. International Journal of
Narteh, B., Agbemabiese, G. C., Kodua, P., & Braimah, M. (2013). Relationship marketing and
customer loyalty: Evidence from the Ghanaian luxury hotel industry. Journal of Hospitality
Nield, K., Kozak, M., & LeGrys, G. (2000). The role of food service in tourist satisfaction. International
Journal of Hospitality Management, 19(4), 375–384. doi:10.1016/S0278-4319(00)00037-2
Noone, B. M., Kimes, S. E., Mattila, A. S., & Wirtz, J. (2007). The effect of meal pace on customer
satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 231–244. doi:10.1177/
0010880407304020
Noone, B. M., & Mattila, A. S. (2010). Consumer goals and the service encounter: Evaluating goal
importance and the moderating effect of goal progress on satisfaction formation. Journal of
Nunkoo, R., Ramkissoon, H., & Gursoy, D. (2013b). Use of Structural Equation Modeling in
Tourism Research: Past, Present, and Future. Journal of Travel Research, 52(6), 759–771.
doi:10.1177/0047287513478503
Nunkoo, R., Smith, L. J. S., & Ramkissoon, H. (2013a). Residents’ Attitudes to Tourism: A
Longitudinal Study of 140 Articles from 1984-2010. Journal of Sustainable Tourism, 21(1), 5–
25. doi:10.1080/09669582.2012.673621
26 G. PRAYAG ET AL.
O’Neill, J. W., & Mattila, A. S. (2004). Hotel branding strategy: Its relationship to guest satisfaction
and room revenue. Journal of Hospitality & Tourism Research, 28(2), 156–165. doi:10.1177/
1096348004264081
Oh, H. (2000). Diners’ perceptions of quality, value, and satisfaction: A practical viewpoint. The
Cornell Hotel and Restaurant Administration Quarterly, 41(3), 585–666. doi:10.1177/
001088040004100317
Oh, H., & Jeong, M. (2010). Evaluating stability of the performance-satisfaction relationship across
selected lodging market segments. International Journal of Contemporary Hospitality
Management, 22(7), 953–974. doi:10.1108/09596111011066626
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years
2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
doi:10.1108/IJCHM-10-2015-0594
Oliver. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York, NY: McGraw-
Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction
decisions. Journal of Marketing Research, 460–469. doi:10.2307/3150499
Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on
merchant and product satisfaction. Journal of Consumer Research, 16(3), 372–383. doi:10.1086/
jcr.1989.16.issue-3
Orsingher, C., Valentini, S., & De Angelis, M. (2010). A meta-analysis of satisfaction with complaint
handling in services. Journal of the Academy of Marketing Science, 38(2), 169–186. doi:10.1007/
s11747-009-0155-z
Ozdemir, B., Aksu, A., Ehtiyar, R., Çizel, B., Çizel, R. B., & İçigen, E. T. (2012). Relationships among
tourist profile, satisfaction and destination loyalty: Examining empirical evidences in Antalya
region of Turkey. Journal of Hospitality Marketing & Management, 21(5), 506–540. doi:10.1080/
19368623.2012.626749
Pan, B., Li, X. R., Zhang, L. G., & Smith, W. W. (2008). An exploratory study on the satisfaction and
barriers of online trip planning to China: American College students’ experience. Journal of
Hospitality & Leisure Marketing, 16(1–2), 203–226. doi:10.1080/10507050802097164
Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences.
Journal of the Academy of Marketing Science, 45(3), 294–311. doi:10.1007/s11747-016-0485-6
Pappu, R., & Quester, P. (2006). Does customer satisfaction lead to improved brand equity? An
empirical examination of two categories of retail brands. Journal of Product & Brand
Management, 15(1), 4–14. doi:10.1108/10610420610650837
Park, J. Y., & Jang, S. S. (2014). Why do customers switch? More satiated or less satisfied.
Petticrew, M. (2001). Systematic reviews from astronomy to zoology: Myths and misconceptions.
British Medical Journal, 322(7278), 98–101.
Pickering, C., Grignon, J., Steven, R., Guitart, D., & Byrne, J. (2015). Publishing not perishing:
How research students transition from novice to knowledgeable using systematic quantitative
literature reviews. Studies in Higher Education, 40(10), 1756–1769. doi:10.1080/
03075079.2014.914907
Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises.
09596119910293231
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality
enterprises: A revisit and update. International Journal of Contemporary Hospitality Management,
28(1), 2–35. doi:10.1108/IJCHM-04-2015-0167
Poon, W. C., & Lock-Teng Low, K. (2005). Are travellers satisfied with Malaysian hotels?.
09596110510591909
Poria, Y. (2004). Employees’ interference with the distribution of guest satisfaction questionnaires.
09596110410540302
Prasad, K., Wirtz, P. W., & Yu, L. (2014). Measuring hotel guest satisfaction by using an online
quality management system. Journal of Hospitality Marketing & Management, 23(4), 445–463.
doi:10.1080/19368623.2013.805313
Pratten, J. D. (2004a). Those who serve drinks: A study of barstaff. International Journal of
Pratten, J. D. (2004b). Customer satisfaction and waiting staff. International Journal of
Prayag, G., Hosany, S., & Odeh, K. (2013). The role of tourists’ emotional experiences and
satisfaction in understanding behavioral intentions. Journal of Destination Marketing &
Management, 2(2), 118–127. doi:10.1016/j.jdmm.2013.05.001
Prayag, G., & Ozanne, L. (2018). A systematic review of the peer-to-peer (P2P) accommodation
sharing research (2010-2016): Progress and prospects from the multi-level perspective. Journal of
Hospitality Marketing and Management, in press doi: 10.1080/19368623.2018.1429977.
Prud’homme, B., & Raymond, L. (2013). Sustainable development practices in the hospitality
industry: An empirical study of their impact on customer satisfaction and intentions.
Ramanathan, U., & Ramanathan, R. (2011). Guests’ perceptions on factors influencing customer
loyalty: An analysis for UK hotels. International Journal of Contemporary Hospitality
Management, 23(1), 7–25. doi:10.1108/09596111111101643
Ramdeen, C., Santos, J., & Kyung Chatfield, H. (2007). Measuring the cost of quality in a hotel
restaurant operation. International Journal of Contemporary Hospitality Management, 19(4), 286–
295. doi:10.1108/09596110710747625
Rather, R. A. (2018). Investigating the impact of customer brand identification on hospitality brand
loyalty: A social identity perspective. Journal of Hospitality Marketing & Management, 27(5),
487–513. doi:10.1080/19368623.2018.1404539
Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-
scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106.
doi:10.1108/IJCHM-06-2013-0254
Ren, L., Qiu, H., Wang, P., & Lin, P. M. (2016). Exploring customer experience with budget hotels:
Dimensionality and satisfaction. International Journal of Hospitality Management, 52, 13–23.
doi:10.1016/j.ijhm.2015.09.009
Reynolds, D., & Biel, D. (2007). Incorporating satisfaction measures into a restaurant productivity index.
Ro, H. (2015). Customer dissatisfaction responses to restaurant service failures: Insights into
noncomplainers from a relational perspective. Journal of Hospitality Marketing & Management,
24(4), 435–456. doi:10.1080/19368623.2014.910481
Robinson, C., Abbott, J. A., & Shoemaker, S. (2005). Recreating cheers: An analysis of relationship
marketing as an effective marketing technique for quick-service restaurants. International Journal
of Contemporary Hospitality Management, 17(7), 590–599. doi:10.1108/09596110510620663
Roth, S., & Bösener, K. (2015). The influence of customer satisfaction on customer price behavior:
Literature review and identification of research gaps. Management Review Quarterly, 65(1), 1–33.
doi:10.1007/s11301-014-0105-9
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on
customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of
perceived price. Journal of Hospitality & Tourism Research, 34(3), 310–329. doi:10.1177/
1096348009350624
Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction
and behavioral intentions in the fast-casual restaurant industry. International Journal of
Ryu, K., Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant
image, perceived value, customer satisfaction, and behavioral intentions. International Journal of
Ryu, K., Lee, H. R., & Gon Kim, W. (2012). The influence of the quality of the physical environ-
ment, food, and service on restaurant image, customer perceived value, customer satisfaction,
28 G. PRAYAG ET AL.
and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2),

200–223. doi:10.1108/09596111211206141
Šeric, M., Gil-Saura, I., & Ozretić-Došen, Đ. (2015). Insights on integrated marketing communica-
tions: Implementation and impact in hotel companies. International Journal of Contemporary
Severt, D., Tesone, D., & Murrmann, S. (2006). Prior experience satisfaction and subsequent
fairness perceptions within the service experience. Journal of Hospitality & Leisure Marketing,
13(3–4), 121–137. doi:10.1300/J150v13n03_07
Severt, D. E., Rompf, P. D., & Severt, K. S. (2007). A Qualitative Assessment of the Service
Encounter, in Joseph S. Chen (ed.) Advances in Hospitality and Leisure (Advances in
Hospitality and Leisure, Volume 3) Emerald Group Publishing Limited, pp.105 - 127.
Severt, K. S., & Palakurthi, R. (2008). Applying customer equity to the convention industry.
09596110810892209
Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in
casinos, does membership matter?. International Journal of Hospitality Management, 40, 81–91.
doi:10.1016/j.ijhm.2014.03.013
Silber, I., Israeli, A., Bustin, A., & Zvi, O. B. (2009). Recovery strategies for service failures: The case
of restaurants. Journal of Hospitality Marketing & Management, 18(7), 730–740. doi:10.1080/
19368620903170273
Simon, F., & Tossan, V. (2018). Does brand-consumer social sharing matter? A relational frame-
work of customer engagement to brand-hosted social media. Journal of Business Research, 85,
175–184. doi:10.1016/j.jbusres.2017.12.050
Sipe, L. J., & Testa, M. R. (2018). From satisfied to memorable: An empirical study of service and
experience dimensions on guest outcomes in the hospitality industry. Journal of Hospitality
Siu, N. Y. M., Zhang, T. J. F., & Kwan, H. Y. (2014). Effect of corporate social responsibility,
customer attribution and prior expectation on post-recovery satisfaction. International Journal of
Hospitality Management, 43, 87–97.
Siu, N. Y. M., Kwan, H. Y., Zhang, T. J. F., & Ho, C. K. Y. (2016). Arts consumption, customer
satisfaction and personal well-being: A study of performing arts in Hong Kong. Journal of
International Consumer Marketing, 28(2), 77–91. doi:10.1080/08961530.2015.1089806
Skogland, I., & Siguaw, J. A. (2004). Are your satisfied customers loyal?. Cornell Hotel and
Restaurant Administration Quarterly, 45(3), 221–234. doi:10.1177/0010880404265231
Slevitch, L., Mathe, K., Karpova, E., & Scott-Halsell, S. (2013). “Green” attributes and customer
satisfaction: Optimization of resource allocation and performance. International Journal of
Slevitch, L., & Oh, H. (2010). Asymmetric relationship between attribute performance and customer
satisfaction: A new perspective. International Journal of Hospitality Management, 29(4), 559–569.
doi:10.1016/j.ijhm.2009.09.004
Spinelli, M. A., & Canavos, G. C. (2000). Investigating the relationship between employee satisfaction and
guest satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 41(6), 29–33.
Su, A. Y. L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International
Su, L., Swanson, S. R., & Chen, X. (2015). Social responsibility and reputation influences on the
intentions of Chinese Huitang Village tourists: Mediating effects of satisfaction with lodging
providers. International Journal of Contemporary Hospitality Management, 27(8), 1750–1771.
doi:10.1108/IJCHM-06-2014-0305
Sun, K. A., & Kim, D. Y. (2013). Does customer satisfaction increase firm performance? An
application of American Customer Satisfaction Index (ACSI). International Journal of
Susskind, A., & Viccari, A. (2011). A look at the relationship between service failures, guest
satisfaction, and repeat-patronage intentions of casual dining guests. Cornell Hospitality
Quarterly, 52(4), 438–444. doi:10.1177/1938965511419844
Susskind, A. M. (2005). A content analysis of consumer complaints, remedies, and repatronage

intentions regarding dissatisfying service experiences. Journal of Hospitality & Tourism Research,
29(2), 150–169. doi:10.1177/1096348004273426
Susskind, A. M. (2014). Guests’ reactions to in-room sustainability initiatives: An experimental look
at product performance and guest satisfaction. Cornell Hospitality Quarterly, 55(3), 228–238.
doi:10.1177/1938965514533744
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical
evidence. Journal of the Academy of Marketing Science, 29(1), 16–35. doi:10.1177/
0092070301291002
Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and
directions for future research. Journal of Hospitality Marketing & Management, 23(6), 652–677.
doi:10.1080/19368623.2014.846839
Torres, E. N., & Kline, S. (2006). From satisfaction to delight: A model for the hotel industry.
09596110610665302
Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new
standard of service for the hotel industry. International Journal of Contemporary Hospitality
Management, 25(5), 642–659. doi:10.1108/IJCHM-Dec-2011-0228
Tsang, N., & Qu, H. (2000). Service quality in China’s hotel industry: A perspective from tourists
and hotel managers. International Journal of Contemporary Hospitality Management, 12(5), 316–
326. doi:10.1108/09596110010339706
Tsiotsou, R., & Vasioti, E. (2006). Using demographics and leisure activities to predict satisfaction
with tourism services in Greece. Journal of Hospitality & Leisure Marketing, 14(2), 69–82.
doi:10.1300/J150v14n02_05
Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation.
Ustrov, Y., Valverde, M., & Ryan, G. (2016). Insights into emotional contagion and its effects at the
hotel front desk. International Journal of Contemporary Hospitality Management, 28(10), 2285–
2309. doi:10.1108/IJCHM-08-2014-0378
Velázquez, B. M., Blasco, M. F., Contrí, G. B., & Saura, I. G. (2009). Cognitive and affective causes of
consumer dissatisfaction with the hospitality encounter. Journal of Hospitality Marketing &
Management, 18(7), 653–675. doi:10.1080/19368620903170216
Wang, S., & Qu, H. (2006). A study of tourists’ satisfaction determinants in the context of the Pearl
River Delta sub-regional destinations. Journal of Hospitality & Leisure Marketing, 14(3), 49–63.
doi:10.1300/J150v14n03_05
Wen, B., & Geng-Qing Chi, C. C. (2013). Examine the cognitive and affective antecedents to service
recovery satisfaction: A field study of delayed airline passengers. International Journal of
Wilkins, H. (2010). Using importance-performance analysis to appreciate satisfaction in hotels. Journal of
World Tourism Organization. (1985). Identification and Evaluation of Those Components of
Tourism Services Which Have a Bearing on Tourist Satisfaction and Which can be Regulated,
and State Measures to Ensure Adequate Quality of Tourism Services. Madrid, Spain: Author.
Worsfold, K., Fisher, R., McPhail, R., Francis, M., & Thomas, A. (2016). Satisfaction, value and
intention to return in hotels. International Journal of Contemporary Hospitality Management, 28
(11), 2570–2588. doi:10.1108/IJCHM-04-2015-0195
Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with
service encounters in luxury-hotel restaurants. International Journal of Hospitality Management,
28(4), 586–593. doi:10.1016/j.ijhm.2009.03.008
Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M. (2015). What can big data and text analytics tell
us about hotel guest experience and satisfaction?. International Journal of Hospitality
30 G. PRAYAG ET AL.
Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various
types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–
69. doi:10.1016/j.ijhm.2016.03.003
Yan, Q., Zhang, H., & Li, M. (2012). Programming quality of festivals: Conceptualization, measure-
ment, and relation to consequences. International Journal of Contemporary Hospitality
Management, 24(4), 653–673. doi:10.1108/09596111211217932
Yang, E. C. L., Khoo-Lattimore, C., & Arcodia, C. (2017). A systematic literature review of risk
and gender research in tourism. Tourism Management, 58, 89–100. doi:10.1016/j.
tourman.2016.10.011
Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4(1), 68–123.
Yoon, Y.-S., Lee, J.-S., & Lee, C.-K. (2010). Measuring festival quality and value affecting visitors’
satisfaction and loyalty using a structural approach. International Journal of Hospitality
Yuan, J. J., Wu, C. K., Zhang, J., Goh, B. K., & Stout, B. L. (2008). Chinese Tourist Satisfaction with
Yunnan Province, China. Journal of Hospitality & Leisure Marketing, 16(1–2), 181–202.
doi:10.1080/10507050802097115
Yuan, Y.-H. E., & Wu, C. (2008). Relationships among experiential marketing, experiential value,
and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387–410.
doi:10.1177/1096348008317392
Yuksel, A., & Yuksel, F. (2001a). Measurement and management issues in customer satisfaction
research: Review, critique and research agenda: Part one. Journal of Travel & Tourism Marketing,
10(4), 47–80. doi:10.1300/J073v10n04_03
Yuksel, A., & Yuksel, F. (2001b). Measurement and management issues in customer satisfaction
research: Review, critique and research agenda: Part Two. Journal of Travel & Tourism
Marketing, 10(4), 81–111. doi:10.1300/J073v10n04_04
Zafiropoulos, C., Vrana, V., & Paschaloudis, D. (2006). The internet practices of hotel companies:
An analysis from Greece. International Journal of Contemporary Hospitality Management, 18(2),
156–163. doi:10.1108/09596110610646709
Zaibaf, M., Taherikia, F., & Fakharian, M. (2013). Effect of perceived service quality on customer
satisfaction in hospitality industry: Gronroos’ service quality model development. Journal of
Zhang, M., Kim, P. B., & Goodsir, W. (2018). “Effects of service experience attributes on customer
attitudes and behaviours: The case of New Zealand café industry.”. Journal of Hospitality
Marketing & Management, 1–23. doi:10.1080/19368623.2018.1493711
Zhang, Z., Zhang, Z., & Law, R. (2013). Regional effects on customer satisfaction with restaurants.
IJCHM-Aug-2012-0148
Zhao, X., Mattila, A. S., & Ngan, N. N. (2014). The impact of frontline employees’ work–Family
conflict on customer satisfaction: The mediating role of exhaustion and emotional displays.
Cornell Hospitality Quarterly, 55(4), 422–432. doi:10.1177/1938965513517172
Zhao, X. R., & Mattila, A. S. (2013). Examining the spillover effect of frontline employees’ work–
Family conflict on their affective work attitudes and customer satisfaction. International Journal
of Hospitality Management, 33, 310–315. doi:10.1016/j.ijhm.2012.10.001
Zheng, T., Youn, H., & Kincaid, C. S. (2009). An analysis of customers’ E-complaints for luxury
resort properties. Journal of Hospitality Marketing & Management, 18(7), 718–729. doi:10.1080/
19368620903170240
Zhou, L., Ye, S., Pearce, P. L., & Wu, M. Y. (2014). Refreshing hotel satisfaction studies by
reconfiguring customer review data. International Journal of Hospitality Management, 38, 1–10.
doi:10.1016/j.ijhm.2013.12.004

A Systematic Review of Consumer Satisfaction

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Systematic Review of Consumer Satisfaction

Uploaded by

Copyright:

Available Formats

Journal of Hospitality Marketing & Management

ISSN: 1936-8623 (Print) 1936-8631 (Online) Journal homepage: http://www.tandfonline.com/loi/whmm20

A systematic review of consumer satisfaction

Girish Prayag, Saman Hassibi & Robin Nunkoo

To link to this article: https://doi.org/10.1080/19368623.2018.1504367

Published online: 06 Sep 2018.

Submit your article to this journal

View Crossmark data

Full Terms & Conditions of access and use can be found at

A systematic review of consumer satisfaction studies in

CONTACT Robin Nunkoo r.nunkoo@uom.ac.mu Department of Management, University of Mauritius, Reduit,

proposed by Oliver (1980) who developed the expectancy-disconﬁrmation model.

Table 1. List of reviewed studies.

Records identified through database

Full-text articles assessed for eligibility Records excluded

Studies included in synthesis

Adapted from Yang et al. (2017)

Table 2. Number of publications in hospitality journals on consumer satisfaction.

Preferred research contexts

Table 3. Conceptual deﬁnition of consumer satisfaction.

Measurement of consumer satisfaction

Of noteworthy is that measurement of satisfaction at the “individual” level remains

Methods used to research consumer satisfaction

Table 4. Methods used in consumer satisfaction studies.

Table 5. Sample size in quantitative and mixed methods studies.

Sample size in quantitative and mixed-method studies

Antecedents of consumer satisfaction

The outcomes of consumer satisfaction

and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2),

Susskind, A. M. (2005). A content analysis of consumer complaints, remedies, and repatronage

You might also like