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

Authors: David S. Fowler; David Zinn; Jon Musgrave

Addresses: Louisiana State University Shreveport, 1 University Place, Shreveport, LA. 71115, USA ' Lander University, 320 Stanley Ave., Greenwood, SC 29649, USA ' Morehead State University, 150 University Blvd., Morehead, KY 40351, USA

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.

DOI: 10.1504/IJKMTH.2024.140613

International Journal of Knowledge Management in Tourism and Hospitality, 2024 Vol.3 No.4, pp.334 - 346

Received: 04 Jan 2024
Accepted: 13 Jan 2024
Published online: 28 Aug 2024 *

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