| Zhou et al. (2014) | Provide comparative and benchmarking insights about customer satisfaction. |
Hangzhou (China) 4 and 5 stars 1,345
| Tourists from Oceania, China and the United States expressed greater satisfaction, in contrast to the Western European and Southeast Asian markets. |
| Wu et al. (2017) | Evaluate the experiences of international clients. |
Shanghai (China) 5 stars 2,000
| Tourists from Oceania and North America expressed greater satisfaction, while customers from North-East Asia showed less satisfaction. |
| Tsiotsou (2019) | Identify cross-cultural differences in the evaluations of tourists from Central, Eastern, Northern and Southern Europe. |
Greece 4 and 5 stars 1,055
| The ranking of tourists goes down in order of Northern, Eastern, Western, and Southern Europeans. |
| Tsiotsou (2022) | Identify critical value-creation elements of luxury services and examine cross-cultural differences of customers from four European regions (East, North, South and West). |
Northern Greece 5 stars 838
| Northern, Eastern, Western and Southern Europeans valued the staff, the hotel's physical attributes/environment, the basic products (room and food) and the services, respectively. |
| Kitsios et al. (2021) | Examine and compare aspects of guest satisfaction and dissatisfaction. |
Thessaloniki (Greece) 5 stars 2,595
| Customer satisfaction is significantly affected by factors related to location, staff, rooms and services. |
| Moro et al. (2022) | Understand how countries of origin and respective embedded cultures influence tourists’ perceptions. |
New York 1 to 5 stars 115,297
| Regardless of cultural origin, location and price were the attributes that satisfied the most and the least customers, in order, in four- and five-star hotels. |
| Kim et al. (2016) | Identify and compare factors known as satisfiers and dissatisfiers. |
New York 1 to 5 stars 919
| Location was the attribute that satisfied the most customers in four- and five-star hotels. |
| Schuckert et al. (2015) | Explore the distribution and difference in the rating behaviour of English-speaking and non-English-speaking guests. |
Hong Kong (China) 1 to 5 stars 86,000
| Customers who wrote in English were the most satisfied and the most likely to stay in four- and five-star hotels. |
| Pacheco (2016) | Explore the distribution and differences in rating behaviour of English, Portuguese, Spanish, French and Brazilian guests. |
Porto (Portugal) 2 to 5 stars 2,150
| Customers who wrote in Brazilian Portuguese were the ones who gave the highest ratings to four- and five-star hotels. In contrast, guests who wrote in Spanish and French gave the lowest ratings. |
| Pacheco (2017) | Study the impact of specific satisfaction attributes on overall satisfaction. |
| Room and service were the predictor attributes of guest satisfaction in four- and five-star hotels. |
| Liu et al. (2017) | Offer new insights into the determinants of hotel customer satisfaction by differentiating customers by language group. |
| Guests rated positively the five-star hotels. Several four-star hotels were rated very highly by international guests, but received a lower rating from national guests. |
| Antonio et al. (2018) | Understand how guests from different origins and different international destinations evaluate hotels. |
Portugal 2 to 5 stars 23,322
| Reviews written in English obtained higher ratings in four- and five-star hotels when compared to reviews written in Spanish and Portuguese. |
| Francesco & Roberta (2019) | Investigate whether there are differences in the way Italians, Americans and Chinese travellers perceive and emphasise several hotel attributes. |
| Location was the attribute most emphasised by Italian tourists in four- and five-star hotels, while American and Chinese customers highlighted cleanliness and service attitude, respectively, in five-star hotels. |
| Xu et al. (2017) | Examine customer satisfaction and dissatisfaction toward attributes of hotel products and services. |
| Guests at four- and five-star hotels showed less satisfaction with hotel attributes and services compared to customers staying in lower categories. |
| Li et al. (2013) | Illustrate that online hotel reviews can be used to systematically identify customer satisfaction factors. |
Beijing (China) 2 to 5 stars 42,668
| Some factors that guests consider important when booking four- and five-star hotels, such as the bed, the room and reception services, did not meet their expectations. |
| Padma & Ahn (2020) | Understand the attributes of luxury hotels that contribute to guest satisfaction and dissatisfaction. |
| Guests in five-star hotels have much higher expectations compared to those staying in lower-rated hotels. |
| Li et al. (2020) | Unravel how the role of hotel attributes can differ in accordance with different hotel star ratings and distinct customer segments. |
| Cleanliness, location, rooms, service and value are basic factors for customer satisfaction in four- and five-star hotels. |
| Fernandes & Fernandes (2018) | Characterise complainers’ profile and online complaints and determine which factors may impact them. |
Porto (Portugal) 2 to 5 stars 1,191
| Guests in four- and five-star hotels expressed greater dissatisfaction with the service, particularly customer care, location and value. |
| Hu et al. (2019) | Investigate how customer complaints vary across different hotels grades. |
New York 1 to 5 stars 27,864
| Service and value were the factors with the most complaints in the four- and five-star hotels. |
| Sann et al. (2020) | Investigate the online complaint behaviour targeting six different hotel attributes. |
United Kingdom 2 to 5 stars 2,020
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| Ahani et al. (2019) | Identify the important factors for hotel selection. |
Canary Islands (Spain) 4 and 5 stars 9,128
| Guests who travelled with family and as a couple were those who expressed greater satisfaction in four- and five-star hotels. |
| Tsiotsou (2019) | Identify cross-cultural differences in the evaluations of tourists from Central, Eastern, Northern and Southern Europe. |
Greece 4 and 5 stars 1,055
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| Wu et al. (2017) | Evaluate the experiences of international clients. |
Shanghai (China) 5 stars 2,000
| Business travellers presented lower satisfaction compared to other travellers in four- and five-star hotels. |
| Ahn et al. (2017) | Demonstrate how different compositions of group members can influence people's travelling experiences. |
New York 2 to 5 stars 125,076
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