Publication
Customer experience and customer satisfaction : assessing links and themes in the hotel industry
| dc.contributor.author | Sampaio, Carlos | |
| dc.contributor.author | Régio, Mónica | |
| dc.date.accessioned | 2024-12-10T10:32:05Z | |
| dc.date.available | 2024-12-10T10:32:05Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | Hotel industry provides several services simultaneously to customers and plays a relevant role within the tourist sector and overall economic development. This study seeks to explore the interaction between customer experience and customer satisfaction in the hotel industry and to analyse factors affecting customer satisfaction and purchasing intentions. To conduct the analysis, a thematic and a co-citation analysis have been applied to scientific literature output. Results show that word-of-mouth has been mostly replaced by electronic word-of-mouth and online reviews gained relevance in influencing customer behaviour. Purchasing decisions, determinants of service quality, particularly those related with physical settings and environments, are critical to customer experience and customer satisfaction, and employees and job-satisfaction are among the most relevant themes within the research stream. This study also provides several relevant implications and guidance to academics and practitioners and some hints for further research. | pt_PT |
| dc.description.abstract | Resumen: La industria hotelera ofrece varios servicios simultáneamente a los clientes y tiene un papel fundamental en sector turístico y en el desarrollo económico. Este trabajo tiene como objetivo principal explorar como la experiencia del cliente y la satisfacción del cliente se relacionan en la industria hotelera. Además, procura también analizar los factores que afectan la satisfacción del cliente y las intenciones de compra. Para realizar el análisis, se aplican un análisis temático y un análisis de co-citación a la producción de literatura científica. Los resultados muestran que el boca a boca ha sido mayormente reemplazado por el boca a boca electrónico, las reseñas en línea han ganado relevancia en influenciar el comportamiento del cliente y las decisiones de compra, los determinantes de la calidad del servicio, particularmente aquellos relacionados con entornos y configuraciones físicas, son críticos para la experiencia y la satisfacción del cliente, y los empleados y la satisfacción laboral están entre los temas más relevantes dentro del ámbito de investigación. Este estudio también proporciona varias implicaciones relevantes y orientaciones para académicos y profesionales, y algunas sugerencias para investigaciones futuras. | pt_PT |
| dc.description.version | info:eu-repo/semantics/publishedVersion | pt_PT |
| dc.identifier.citation | SAMPAIO, C., & RÉGIO, M. (2024). Customer experience and customer satisfaction: assessing links and themes in the hotel industry. Revista de Estudios Empresariales. Segunda Época, 2, 147–169. http://doi.org/10.17561/ree.n2.2024.8845 | |
| dc.identifier.doi | 10.17561/ree.n2.2024.8845 | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10400.11/9224 | |
| dc.language.iso | eng | pt_PT |
| dc.peerreviewed | yes | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | pt_PT |
| dc.subject | Guest experience | pt_PT |
| dc.subject | Hotel industry | pt_PT |
| dc.subject | Customer satisfaction | pt_PT |
| dc.subject | Service quality | pt_PT |
| dc.subject | Experiencia del huésped | pt_PT |
| dc.subject | Industria hotelera | pt_PT |
| dc.subject | Satisfacción del cliente | pt_PT |
| dc.subject | Calidad del servicio | pt_PT |
| dc.title | Customer experience and customer satisfaction : assessing links and themes in the hotel industry | pt_PT |
| dc.title.alternative | Experiencia y satisfacción del cliente : evaluación de vínculos y temas en la industria hotelera | pt_PT |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.endPage | 169 | pt_PT |
| oaire.citation.startPage | 147 | pt_PT |
| oaire.citation.title | Revista de Estudios Empresariales. Segunda Época | pt_PT |
| person.familyName | Sampaio | |
| person.familyName | Régio | |
| person.givenName | Carlos | |
| person.givenName | Mónica | |
| person.identifier.ciencia-id | E61E-4CFD-7E81 | |
| person.identifier.orcid | 0000-0002-5249-7798 | |
| person.identifier.orcid | 0000-0001-7918-9691 | |
| person.identifier.rid | D-7432-2015 | |
| person.identifier.scopus-author-id | 57202496820 | |
| person.identifier.scopus-author-id | 57190378866 | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | article | pt_PT |
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| relation.isAuthorOfPublication.latestForDiscovery | 38f5e4dd-f6d7-4844-bdc0-f98a5cd9cf4a |