A META-ANALYSIS OF THE ANTECEDENTS AND CONSEQUENCES OF DELIGHT IN TOURISM AND HOSPITALITY RESEARCH

被引：0

作者：

Terrah, Abraham ^{[1
]}

Liu, Sijun ^{[2
]}

Nanu, Luana ^{[2
]}

机构：

[1] Univ S Florida, Coll Business, Tampa, FL 33620 USA

[2] Auburn Univ, Coll Human Sci, Auburn, AL USA

来源：

ADVANCES IN HOSPITALITY AND TOURISM RESEARCH-AHTR | 2022年 / 10卷 / 04期

关键词：

experiential antecedents; positive emotions; surprise; satisfaction; loyalty; gender; UNDERSTANDING CUSTOMER DELIGHT; EMOTIONAL INTELLIGENCE; PHYSICAL-ENVIRONMENT; GENDER-DIFFERENCES; BUILD THEORY; KEY DRIVERS; SATISFACTION; LOYALTY; SERVICE; FOUNDATIONS;

D O I：

10.30519/ahtr.986781

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Customer delight is a concept that has recently gained momentum in consumer behavior, marketing, and hospitality literature. This study investigated the antecedents and subsequent of delight in a hospitality context. A meta-analysis was conducted, including 22 articles and producing 141 independent effect sizes. Results revealed a strong relationship between experiential context (service quality, physical environment, and authenticity), positive emotions, and surprise as antecedents of delight, with behavioral intentions, satisfaction, and loyalty as consequences of delight. Furthermore, gender was tested as a moderator, yielding a strong relationship between surprise and loyalty. Practical and theoretical implications are discussed as well as future research perspectives.

引用

页码：646 / 670

页数：25

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