A Meta-Analysis of the Antecedents and Consequences of Delight in Tourism and Hospitality Research

Authors : Abraham TERRAH, Sijun LİU, Luana NANU

Pages : 646-670

Doi:10.30519/ahtr.986781

View : 7 | Download : 12

Publication Date : 2022-12-06

Article Type : Research Paper

Abstract :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 insert ignore into journalissuearticles values(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.
Keywords : experiential antecedents, positive emotions, surprise, satisfaction, loyalty, gender