A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects
This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …
hospitality journals over the period 2000 to 2016. The review was organized around four …
Restaurant and foodservice research: A critical reflection behind and an optimistic look ahead
R DiPietro - International Journal of Contemporary Hospitality …, 2017 - emerald.com
Purpose The purpose of this paper is to present a review of the foodservice and restaurant
literature that has been published over the past 10 years in the top hospitality and tourism …
literature that has been published over the past 10 years in the top hospitality and tourism …
Customer satisfaction, service quality, and customer value: years 2000-2015
H Oh, K Kim - International Journal of Contemporary Hospitality …, 2017 - emerald.com
Purpose This paper aims to review hospitality and tourism research on customer satisfaction
(CS), service quality (SQ) and customer value (CV) published in several established …
(CS), service quality (SQ) and customer value (CV) published in several established …
Consumer-based chain restaurant brand equity, brand reputation, and brand trust
This study develops and tests a consumer-based chain restaurant brand equity (CBCRBE)
model and investigates the mediating effects of brand reputation on the relationship …
model and investigates the mediating effects of brand reputation on the relationship …
The dynamics of green restaurant patronage
This study specifically discusses the relationships between consumers' knowledge of a
restaurant's sustainable practices, environmental concern, and ecological behavior and their …
restaurant's sustainable practices, environmental concern, and ecological behavior and their …
When and why saying “thank you” is better than saying “sorry” in redressing service failures: The role of self-esteem
In their initial recovery efforts after a service failure, service providers need to decide what to
communicate to consumers to restore their satisfaction. Prior work has primarily examined …
communicate to consumers to restore their satisfaction. Prior work has primarily examined …
Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry
Online complaints have become increasingly influential on the purchasing behavior of
customers in recent years. In an effort analyze large quantities of textual complaints and …
customers in recent years. In an effort analyze large quantities of textual complaints and …
Factors influencing customer switching behavior in Islamic banks: evidence from Kuwait
S Ghamry, HM Shamma - Journal of Islamic marketing, 2022 - emerald.com
Purpose With increasing competition, Islamic banks in Kuwait are currently facing difficulties
in retaining their customers as customers now have the option to switch from one bank to …
in retaining their customers as customers now have the option to switch from one bank to …
Critical incidents in tourism: Failure, recovery, customer switching, and word‐of‐mouth behaviors
As an evolving area of academic investigation, service failure and recovery research is
particularly relevant in the tourism field but research is still lacking. This study identifies and …
particularly relevant in the tourism field but research is still lacking. This study identifies and …
Hospitality marketing research from 2000 to 2009: topics, methods, and trends
Purpose–The purpose of this study is to provide an analysis of published marketing
research within the top four hospitality journals and suggest future research directions …
research within the top four hospitality journals and suggest future research directions …