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

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 (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.