{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,13]],"date-time":"2026-04-13T21:32:54Z","timestamp":1776115974046,"version":"3.50.1"},"reference-count":85,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2023,1,18]],"date-time":"2023-01-18T00:00:00Z","timestamp":1674000000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJCHM"],"published-print":{"date-parts":[[2023,7,17]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>Academic research on customer experience (CX) in the hospitality industry has recently experienced vast growth as managers have increasingly focused on delivering distinctive experiences to their guests. Despite the relevance of this topic, studies conducted in this area within the hotel context are scarce and dispersed. This paper aims to classify the main academic studies and to present a definition of hotel CX, a conceptual model, emerging trends and future research gaps.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>A systematic literature review (SLR) was selected as the research methodology. Adapted from preferred reporting items of SLR and meta-analysis statements, this study entailed an in-depth review of 46 articles published in English between 2006 and 2021. The articles were compiled using keyword searches in Scopus and Web of Science.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>This study facilitates an understanding of the hotel CX. The conceptual framework derived from the SLR includes the entire set of antecedents, consequences, mediators and moderators of this concept. The results also illustrate the topic\u2019s academic evolution and expose major guidelines that can help determine areas for future research.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This study adds value to the hospitality research literature via SLR. The framework of CX in the hotel industry synthesizes the existing knowledge on this topic and identifies research gaps. The proposed framework allows for the improvement of future hotel CX studies.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/ijchm-04-2022-0517","type":"journal-article","created":{"date-parts":[[2023,1,16]],"date-time":"2023-01-16T23:30:39Z","timestamp":1673911839000},"page":"3006-3028","source":"Crossref","is-referenced-by-count":67,"title":["Customer experience in the hotel industry: a systematic literature review and research agenda"],"prefix":"10.1108","volume":"35","author":[{"given":"M\u00f3nica","family":"Veloso","sequence":"first","affiliation":[]},{"given":"Monica","family":"Gomez-Suarez","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2023,1,18]]},"reference":[{"key":"key2023081409095452500_ref001","doi-asserted-by":"publisher","first-page":"144","DOI":"10.1016\/j.ijhm.2018.05.020","article-title":"Antecedents and consequences of customer brand engagement in integrated resorts","volume":"75","year":"2018","journal-title":"International Journal of Hospitality Management"},{"key":"key2023081409095452500_ref002","doi-asserted-by":"publisher","first-page":"25","DOI":"10.54055\/ejtr.v12i.211","article-title":"Diagnosing customers experience, emotions and satisfaction in Malaysian resort hotels","volume":"12","year":"2015","journal-title":"European Journal of Tourism Research"},{"issue":"2","key":"key2023081409095452500_ref003","doi-asserted-by":"publisher","first-page":"125","DOI":"10.1108\/IJRDM-03-2017-0058","article-title":"The differential effect of cognitive and emotional elements of experience quality on the customer-service provider\u2019s relationship","volume":"46","year":"2018","journal-title":"International Journal of Retail and Distribution Management"},{"issue":"7","key":"key2023081409095452500_ref004","doi-asserted-by":"publisher","first-page":"833","DOI":"10.1080\/19368623.2019.1568339","article-title":"Examining the key dimensions of customer experience quality in the hotel industry","volume":"28","year":"2019","journal-title":"Journal of Hospitality Marketing and Management"},{"issue":"21","key":"key2023081409095452500_ref005","doi-asserted-by":"publisher","first-page":"7644","DOI":"10.3390\/app10217644","article-title":"Customer experience in retail: a systematic literature review","volume":"10","year":"2020","journal-title":"Applied Sciences"},{"key":"key2023081409095452500_ref006","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1016\/j.tourman.2019.02.009","article-title":"Virtual reality presence as a preamble of tourism experience: the role of mental imagery","volume":"74","year":"2019","journal-title":"Tourism Management"},{"key":"key2023081409095452500_ref007","doi-asserted-by":"publisher","first-page":"102438","DOI":"10.1016\/j.ijhm.2019.102438","article-title":"Entrepreneurship in island contexts: a systematic review of the tourism and hospitality literature","volume":"85","year":"2020","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"key2023081409095452500_ref008","doi-asserted-by":"publisher","first-page":"52","DOI":"10.1509\/jmkg.73.3.052","article-title":"Brand experience: what is it? 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