Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 323

The DOI matches its Crossref record; 16 of the 16 references it cites were found in a registry or an index.

Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis

Kim, Hyunsu, So, Kevin Kam Fung·2022·International Journal of Hospitality Management
DOI 10.1016/j.ijhm.2021.103082
Open this paper in CoChat — free account

Abstract

This article presents a state-of-the-art systematic review of the evolution and structure of empirical research on customer experience in hospitality and/or tourism settings based on 1248 articles published in 13 leading hospitality and tourism journals between January 1998 and May 2021. Using Web of Science database and the PRISMA technique, research articles on customer experience were extracted and analyzed to uncover this topic’s intellectual development and key themes through a mixed-methods approach of quantitative bibliometric and qualitative content analyses. The bibliometric analysis enabled scientific investigation and visualization of the scholarly customer experience research. Based on grounded theory, content analysis was subsequently conducted to establish theoretical building blocks of customer experience, providing a conceptual model of this concept. Overall, this study extensively investigates customer experience literature in the hospitality and tourism. Findings provide a holistic understanding of customer experience, illustrate the topic’s scholarly evolution, and reveal key directions for future research.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1016/j.ijhm.2021.103082

Cites

16 of 16 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 16 references

Cited by

See all 323

Metadata

Authors
Kim, H., & So, K. K. F.
Venue
International Journal of Hospitality Management
Publisher
Elsevier BV
Published
2022-01
Volume
100
Pages
103082
ISSN
0278-4319 (ISSN-L)
DOI
10.1016/j.ijhm.2021.103082
OpenAlex
W3209752261
Cited by
323
References
16
FWCI
44.82
Type
journal article
Language
en
Open access
closed

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis. https://app.cochat.ai/papers/10.1016/j.ijhm.2021.103082
The paper
Kim, H., & So, K. K. F. (2022). Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2021.103082

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.