Knowledge management's impact on customer experience and consumer satisfaction in the hospitality sector: a literature meta-analysis to identify common qualitative themes

David S. Fowler, David Zinn and Jon Musgrave

International Journal of Knowledge Management in Tourism and Hospitality, 2024, vol. 3, issue 4, 334-346

Abstract: This meta-analysis delves into knowledge management (KM) benefits in the hospitality industry, focusing on its impact on customer experiences and satisfaction. Through a systematic review of academic literature, the study identifies key qualitative themes related to KM in hospitality. Despite extensive literature on KM's industry benefits, limited research addresses its specific impact on consumer satisfaction through the customer experience. The study identifies over 20 qualitative themes, selecting the top five - continuous improvement/innovation, personalisation, problem resolution, information consistency, and proactive support - for in-depth discussion. Concluding that KM fosters a culture of knowledge sharing and equips employees for exceptional customer service, the findings set a foundation for future research on KM techniques' influence on customer experience, happiness, and brand loyalty in the hospitality sector, shedding light on their current impact.

Keywords: knowledge management; customer experience and satisfaction; consumer expectations; hospitality industry. (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijkmth:v:3:y:2024:i:4:p:334-346

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