{"id":"https://openalex.org/W2776152602","doi":"https://doi.org/10.20867/thm.24.1.3","title":"The antecedents and consequences of customer satisfaction in tourism: a systematic literature review","display_name":"The antecedents and consequences of customer satisfaction in tourism: a systematic literature review","publication_year":2017,"publication_date":"2017-12-19","ids":{"openalex":"https://openalex.org/W2776152602","doi":"https://doi.org/10.20867/thm.24.1.3","mag":"2776152602"},"language":"en","primary_location":{"id":"doi:10.20867/thm.24.1.3","doi":"https://doi.org/10.20867/thm.24.1.3","is_oa":true,"landing_page_url":"https://doi.org/10.20867/thm.24.1.3","pdf_url":"https://doi.org/10.20867/thm.24.1.3","source":{"id":"https://openalex.org/S2764770781","display_name":"Tourism and hospitality management","issn_l":"1330-7533","issn":["1330-7533","1847-3377"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","ddh","doaj","erih-plus","norway-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310314810","host_organization_name":"Faculty of tourism and hospitality management","host_organization_lineage":["https://openalex.org/P4310314810"],"host_organization_lineage_names":["Faculty of tourism and hospitality management"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Tourism and hospitality management","raw_type":"journal-article"},"volume":null,"type":"review","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.20867/thm.24.1.3","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091766136","display_name":"Mar\u00eda Vict\u00f2ria S\u00e1nchez Rebull","orcid":"https://orcid.org/0000-0002-9920-4104","observed_orcids":["https://orcid.org/0000-0002-9920-4104"]},"institutions":[{"id":"https://openalex.org/I118501908","display_name":"National Research University Higher School of Economics","ror":"https://ror.org/055f7t516","country_code":"RU","type":"education","lineage":["https://openalex.org/I118501908"]},{"id":"https://openalex.org/I119635470","display_name":"Universidad de Las Palmas de Gran Canaria","ror":"https://ror.org/01teme464","country_code":"ES","type":"education","lineage":["https://openalex.org/I119635470"]},{"id":"https://openalex.org/I55952717","display_name":"Universitat Rovira i Virgili","ror":"https://ror.org/00g5sqv46","country_code":"ES","type":"education","lineage":["https://openalex.org/I55952717"]}],"countries":["ES","RU"],"is_corresponding":false,"raw_author_name":"Mar\u00eda-Victoria S\u00e1nchez-Rebull","raw_affiliation_strings":["Associate Professor Department of Management National Research University Higher School of Economics , Saint-Petersburg , Russia 194100 , Saint-Petersburg , Kantemirovskaya street 3 / A orcid.org","Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street","Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org"],"raw_orcid":"https://orcid.org/0000-0002-9920-4104","affiliations":[{"raw_affiliation_string":"Associate Professor Department of Management National Research University Higher School of Economics , Saint-Petersburg , Russia 194100 , Saint-Petersburg , Kantemirovskaya street 3 / A orcid.org","institution_ids":["https://openalex.org/I118501908"]},{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street","institution_ids":["https://openalex.org/I118501908"]},{"raw_affiliation_string":"Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org","institution_ids":["https://openalex.org/I119635470"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063388130","display_name":"\u0420\u0443\u0434\u0447\u0435\u043d\u043a\u043e \u0412\u0435\u0440\u043e\u043d\u0438\u043a\u0430 \u041d\u0438\u043a\u043e\u043b\u0430\u0435\u0432\u043d\u0430","orcid":"https://orcid.org/0000-0002-9779-4374","observed_orcids":["https://orcid.org/0000-0002-9779-4374"]},"institutions":[{"id":"https://openalex.org/I118501908","display_name":"National Research University Higher School of Economics","ror":"https://ror.org/055f7t516","country_code":"RU","type":"education","lineage":["https://openalex.org/I118501908"]},{"id":"https://openalex.org/I119635470","display_name":"Universidad de Las Palmas de Gran Canaria","ror":"https://ror.org/01teme464","country_code":"ES","type":"education","lineage":["https://openalex.org/I119635470"]},{"id":"https://openalex.org/I55952717","display_name":"Universitat Rovira i Virgili","ror":"https://ror.org/00g5sqv46","country_code":"ES","type":"education","lineage":["https://openalex.org/I55952717"]}],"countries":["ES","RU"],"is_corresponding":false,"raw_author_name":"Veronika Rudchenko","raw_affiliation_strings":["Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street","Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org"],"raw_orcid":"https://orcid.org/0000-0002-9779-4374","affiliations":[{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street","institution_ids":["https://openalex.org/I118501908"]},{"raw_affiliation_string":"Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org","institution_ids":["https://openalex.org/I119635470"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100608167","display_name":"Juan Carlos Mart\u0131\u0301n","orcid":"https://orcid.org/0000-0002-2950-2405","observed_orcids":["https://orcid.org/0000-0002-2950-2405"]},"institutions":[{"id":"https://openalex.org/I118501908","display_name":"National Research University Higher School of Economics","ror":"https://ror.org/055f7t516","country_code":"RU","type":"education","lineage":["https://openalex.org/I118501908"]},{"id":"https://openalex.org/I119635470","display_name":"Universidad de Las Palmas de Gran Canaria","ror":"https://ror.org/01teme464","country_code":"ES","type":"education","lineage":["https://openalex.org/I119635470"]},{"id":"https://openalex.org/I55952717","display_name":"Universitat Rovira i Virgili","ror":"https://ror.org/00g5sqv46","country_code":"ES","type":"education","lineage":["https://openalex.org/I55952717"]}],"countries":["ES","RU"],"is_corresponding":false,"raw_author_name":"Juan-Carlos Mart\u00edn","raw_affiliation_strings":["Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org","Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street"],"raw_orcid":"https://orcid.org/0000-0002-2950-2405","affiliations":[{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat , n. 1 , 43204 , Reus ( Tarragona ) Spain","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Faculty of Economics, Business and Tourism University of Las Palmas de Gran Canaria Las Palmas de Gran Canaria, 35017, Spain orcid.org","institution_ids":["https://openalex.org/I119635470"]},{"raw_affiliation_string":"Department of Business Management University Rovira i Virgili Av. Universitat, n. 1, 43204, Reus (Tarragona) Spain orcid.org","institution_ids":["https://openalex.org/I55952717"]},{"raw_affiliation_string":"Department of Management National Research University Higher School of Economics, Saint-Petersburg, Russia 194100, Saint-Petersburg, Kantemirovskaya street","institution_ids":["https://openalex.org/I118501908"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7237,"has_fulltext":true,"cited_by_count":55,"citation_normalized_percentile":{"value":0.72727273,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"24","issue":"1","first_page":"151","last_page":"183"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9496999979019165,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9496999979019165,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.048900000751018524,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/tourism","display_name":"tourism","score":0.7620000243186951},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9919999837875366},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9800000190734863},{"id":"https://openalex.org/keywords/revisit-intention","display_name":"revisit intention","score":0.8500000238418579},{"id":"https://openalex.org/keywords/word-of-mouth-recommendation","display_name":"word-of-mouth recommendation","score":0.7509999871253967},{"id":"https://openalex.org/keywords/hospitality-management","display_name":"hospitality management","score":0.5299999713897705}],"concepts":[{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.7906638383865356},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.7432995438575745},{"id":"https://openalex.org/C83867959","wikidata":"https://www.wikidata.org/wiki/Q371467","display_name":"Scopus","level":3,"score":0.6529644131660461},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6353700160980225},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.5978161096572876},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5606400370597839},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5476344227790833},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.525210440158844},{"id":"https://openalex.org/C189708586","wikidata":"https://www.wikidata.org/wiki/Q1504425","display_name":"Systematic review","level":3,"score":0.5016493797302246},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4863620400428772},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.48540839552879333},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4638490676879883},{"id":"https://openalex.org/C189705334","wikidata":"https://www.wikidata.org/wiki/Q15816013","display_name":"Hospitality management studies","level":3,"score":0.4472973644733429},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.41452455520629883},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38312503695487976},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.38000214099884033},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3578817546367645},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.18390685319900513},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17594864964485168},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.16459092497825623},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0814688503742218},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C2779473830","wikidata":"https://www.wikidata.org/wiki/Q1540899","display_name":"MEDLINE","level":2,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.20867/thm.24.1.3","doi":"https://doi.org/10.20867/thm.24.1.3","is_oa":true,"landing_page_url":"https://doi.org/10.20867/thm.24.1.3","pdf_url":"https://doi.org/10.20867/thm.24.1.3","source":{"id":"https://openalex.org/S2764770781","display_name":"Tourism and hospitality management","issn_l":"1330-7533","issn":["1330-7533","1847-3377"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","ddh","doaj","erih-plus","norway-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310314810","host_organization_name":"Faculty of tourism and hospitality management","host_organization_lineage":["https://openalex.org/P4310314810"],"host_organization_lineage_names":["Faculty of tourism and hospitality management"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Tourism and hospitality management","raw_type":"journal-article"},{"id":"pmh:oai:urv.cat:imarina:9285563","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/20.500.11797/imarina9285563","pdf_url":"https://repositori.urv.cat/repositori/getDocument/imarina%3A9285563?ds=DocumentPrincipal&mime=application/pdf","source":{"id":"https://openalex.org/S7407055111","display_name":"Rovira & Virgili repository","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Tourism and Hospitality Management. 24 (1): 151-183","raw_type":"Journal Publications"},{"id":"pmh:oai:RePEc:tho:journl:v:24:y:2018:n:1:p:151-183","doi":null,"is_oa":false,"landing_page_url":"https://hrcak.srce.hr/191072","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:accedacris.ulpgc.es:10553/41934","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10553/41934","pdf_url":null,"source":{"id":"https://openalex.org/S4306400136","display_name":"Acceda (Universidad de Las Palmas de Gran Canaria)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I119635470","host_organization_name":"Universidad de Las Palmas de Gran Canaria","host_organization_lineage":["https://openalex.org/I119635470"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Tourism and Hospitality Management[ISSN 1330-7533],v. 24, p. 151-183","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:9447fe77f8ac489baa2ddc4ae3099b6a","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/9447fe77f8ac489baa2ddc4ae3099b6a","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Tourism and Hospitality Management, Vol 24, Iss 1, Pp 151-183 (2018)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.20867/thm.24.1.3","doi":"https://doi.org/10.20867/thm.24.1.3","is_oa":true,"landing_page_url":"https://doi.org/10.20867/thm.24.1.3","pdf_url":"https://doi.org/10.20867/thm.24.1.3","source":{"id":"https://openalex.org/S2764770781","display_name":"Tourism and hospitality management","issn_l":"1330-7533","issn":["1330-7533","1847-3377"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","ddh","doaj","erih-plus","norway-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310314810","host_organization_name":"Faculty of tourism and hospitality management","host_organization_lineage":["https://openalex.org/P4310314810"],"host_organization_lineage_names":["Faculty of tourism and hospitality management"],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Tourism and hospitality management","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.6299999952316284,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Systematic Review","id":"https://openalex.org/study-designs/systematic-review"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2776152602.pdf","grobid_xml":"https://content.openalex.org/works/W2776152602.grobid-xml"},"referenced_works_count":71,"referenced_works":["https://openalex.org/W142516162","https://openalex.org/W348485163","https://openalex.org/W639607985","https://openalex.org/W1527461866","https://openalex.org/W1538726210","https://openalex.org/W1551992145","https://openalex.org/W1572526228","https://openalex.org/W1574378514","https://openalex.org/W1584013685","https://openalex.org/W1608456834","https://openalex.org/W1610430631","https://openalex.org/W1689771227","https://openalex.org/W1770778340","https://openalex.org/W1782459808","https://openalex.org/W1842139522","https://openalex.org/W1904877213","https://openalex.org/W1964738675","https://openalex.org/W1968530069","https://openalex.org/W1979522819","https://openalex.org/W1982480835","https://openalex.org/W1984094803","https://openalex.org/W1984333535","https://openalex.org/W1989278415","https://openalex.org/W2001567655","https://openalex.org/W2001639043","https://openalex.org/W2011628093","https://openalex.org/W2015333993","https://openalex.org/W2017550534","https://openalex.org/W2018351528","https://openalex.org/W2022314239","https://openalex.org/W2023040746","https://openalex.org/W2028885346","https://openalex.org/W2033838870","https://openalex.org/W2037127287","https://openalex.org/W2042942329","https://openalex.org/W2043788560","https://openalex.org/W2046894820","https://openalex.org/W2047565417","https://openalex.org/W2049608089","https://openalex.org/W2050943279","https://openalex.org/W2051310466","https://openalex.org/W2051321618","https://openalex.org/W2053703336","https://openalex.org/W2062902343","https://openalex.org/W2066759472","https://openalex.org/W2068414511","https://openalex.org/W2072339697","https://openalex.org/W2074559965","https://openalex.org/W2087223943","https://openalex.org/W2088911366","https://openalex.org/W2091203094","https://openalex.org/W2102467277","https://openalex.org/W2110449477","https://openalex.org/W2111530506","https://openalex.org/W2124520771","https://openalex.org/W2131364500","https://openalex.org/W2132367726","https://openalex.org/W2134362448","https://openalex.org/W2139518243","https://openalex.org/W2141636284","https://openalex.org/W2142411780","https://openalex.org/W2155633138","https://openalex.org/W2163944013","https://openalex.org/W2166419569","https://openalex.org/W2168935771","https://openalex.org/W2168955708","https://openalex.org/W2213598835","https://openalex.org/W2466309961","https://openalex.org/W2902512377","https://openalex.org/W3121569849","https://openalex.org/W6757148112"],"related_works":["https://openalex.org/W2996715154","https://openalex.org/W2327409894","https://openalex.org/W3122695044","https://openalex.org/W2573616360","https://openalex.org/W6998742831","https://openalex.org/W4200038103","https://openalex.org/W7131098403","https://openalex.org/W2168935771","https://openalex.org/W2202934675","https://openalex.org/W2115874488"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,37,83,128,175,229],"The":[2,84,129,176],"aim":[3],"of":[4,17,42,77,223,247,276],"this":[5,157,224],"paper":[6],"is":[7,67,232],"to":[8,56,93,166,205,210,236,259],"provide":[9,237],"empirical":[10,89,184],"guidance":[11],"on":[12,31,74,96,135,242],"those":[13],"antecedents":[14,118,211,244,273],"and":[15,29,54,65,87,106,111,114,149,159,185,191,212,245,266,274],"consequences":[16,107,246,275],"customer":[18],"satisfaction":[19],"(CS)":[20],"that":[21,45,139,269],"may":[22,197],"be":[23,163,198,257],"included":[24],"in":[25,49,141,226,249,253,278],"the":[26,75,78,88,97,102,146,150,160,180,194,233,243,254,271],"tourism":[27],"sector":[28,98],"based":[30,73,133],"a":[32,40,144,201,220,238,264],"systematic":[33,239],"literature":[34,240],"review.":[35],"Design/methodology/approach":[36],"Undertaken":[38],"through":[39],"review":[41,241],"495":[43],"papers":[44,196],"have":[46,119,182],"been":[47,72,120,132],"published":[48],"41":[50],"journals":[51],"since":[52],"1988":[53],"up":[55],"2016":[57],"(a":[58],"29-year":[59],"period).":[60],"A":[61],"more":[62,122],"detailed":[63],"understanding":[64,222],"discussion":[66],"also":[68,217],"provided,":[69],"which":[70],"has":[71,131],"analysis":[76,130],"100":[79],"most-cited":[80],"articles.":[81],"Findings":[82],"theoretical":[85],"models":[86],"applications":[90],"provided":[91],"depend":[92],"some":[94],"extent":[95],"under":[99],"analysis.":[100],"Nevertheless,":[101],"most":[103],"popular":[104],"determinants":[105],"are":[108,153],"service":[109],"quality":[110],"loyalty":[112],"(recommendation":[113],"revisiting),":[115],"respectively.":[116],"CS":[117,124,207,248,277],"studied":[121],"than":[123],"consequences.":[125,213],"Research":[126],"limitations/implications":[127],"solely":[134],"English":[136],"language":[137],"articles":[138],"appear":[140],"Scopus.":[142],"As":[143],"result,":[145],"geographical":[147,168],"areas":[148,169],"tourist":[151,171],"sectors":[152],"definitely":[154],"biased":[155],"by":[156],"selection,":[158],"results":[161,177],"cannot":[162],"easily":[164],"transferred":[165],"other":[167],"or":[170],"sectors.":[172],"Practical":[173],"implications":[174,187],"obtained":[178],"from":[179,219],"study":[181,231],"relevant":[183],"practical":[186],"for":[188],"hospitality":[189],"researchers":[190,252],"practitioners.":[192],"Firstly,":[193],"selected":[195],"used":[199],"as":[200],"valid":[202],"starting":[203],"point":[204],"research":[206],"with":[208,263],"respect":[209],"Hospitality":[214],"managers":[215],"can":[216],"benefit":[218],"better":[221],"triplet":[225],"tourism.":[227,250,279],"Originality/value":[228],"This":[230],"first":[234],"attempt":[235],"Thus,":[251],"field":[255],"will":[256],"able":[258],"begin":[260],"their":[261],"work":[262],"complete":[265],"comprehensive":[267],"model":[268],"considers":[270],"main":[272]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":9},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2018-01-05T00:00:00"}