Systematic Literature Review Dataset – Customer Experience in the Hotel Industry

1. Description

This dataset contains the full extraction matrix used in the systematic literature review (SLR) published in:

Veloso, M., & Gómez-Suárez, M. (2023). Customer experience in the hotel industry: a systematic literature review and research agenda. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-04-2022-0517

The dataset includes all articles identified and selected through a PRISMA-based procedure from Scopus and Web of Science databases.

The final sample includes 46 peer-reviewed journal articles (2006–2021) focused exclusively on customer experience (CX) in the hotel industry.

2. Search strategy

Databases:

• Scopus
• Web of Science

Keywords used:

• “Customer experience” AND hotel
• “Consumer experience” AND hotel
• “Brand experience” AND hotel
• “Hotel experience”
• “Guest experience”

Selection procedure:

• Identification
• Screening
• Eligibility
• Inclusion (PRISMA adapted protocol)

Initial records: 1,236
After screening: 281
After eligibility assessment: 142
Final included articles: 46

3. Variables included in dataset

The dataset contains the following variables (adaptar a lo que efectivamente esté en tu Excel):

• Author(s)
• Year
• Journal
• Country/context
• Methodology (quantitative, qualitative, mixed)
• Data collection method
• Theoretical framework used
• Definition of CX
• CX dimensions
• Antecedents
• Consequences
• Mediators
• Moderators
• Research gaps identified

4. Inclusion criteria

• Peer-reviewed journal articles
• English language
• Focus exclusively on customer experience in hotels
• Title or abstract includes selected keywords

Exclusion criteria:

• Studies focused on Airbnb or peer-to-peer accommodations
• Studies addressing hospitality in general without specific hotel focus

5. File format

• XLSX format
• No personal or confidential data included
• All data extracted from published academic sources