A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por eng |
Título da fonte: | Marketing & Tourism Review |
Texto Completo: | https://revistas.face.ufmg.br/index.php/mtr/article/view/6790 |
Resumo: | The purpose of this paper was to carry out a Systematic Literature Review aiming at understanding the content, results and theories covered in the literature, as well as the opportunities for developing future work when it comes to experience marketing in the Food Service sector. From the definition of keywords, a search was carried out in the Scopus database, which returned 1,955 articles. After using inclusion and exclusion criteria, 72 studies were reached, which were read and analyzed in full using the content analysis technique. From this analysis, four themes were identified: consumer behavior, satisfaction and loyalty, memorable and shareable experience, and tourism and destination marketing. The data show that the area of marketing where more studies are developed is in satisfaction and loyalty, corresponding to almost 32% of the total, while the other areas, show a similar behavior, in terms of number of studies. Still, the research theme that has been developing the most in the last two years is tourism and social media. Following, a research agenda was formulated based on the 40 journals identified in this study and the indications of future works cited in the most recent articles. With that, it was possible to infer that the food service sector will be the target of several studies in the coming years due to the sector's relevance to the economy, and the experience theme has been one of the themes highlighted in marketing as it is aligned with the aspirations and needs of contemporary consumers. |
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A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISAFood ServiceExperiência do clienteSatisfação e lealdadeExperiência memorávelMarketing de destinoThe purpose of this paper was to carry out a Systematic Literature Review aiming at understanding the content, results and theories covered in the literature, as well as the opportunities for developing future work when it comes to experience marketing in the Food Service sector. From the definition of keywords, a search was carried out in the Scopus database, which returned 1,955 articles. After using inclusion and exclusion criteria, 72 studies were reached, which were read and analyzed in full using the content analysis technique. From this analysis, four themes were identified: consumer behavior, satisfaction and loyalty, memorable and shareable experience, and tourism and destination marketing. The data show that the area of marketing where more studies are developed is in satisfaction and loyalty, corresponding to almost 32% of the total, while the other areas, show a similar behavior, in terms of number of studies. Still, the research theme that has been developing the most in the last two years is tourism and social media. Following, a research agenda was formulated based on the 40 journals identified in this study and the indications of future works cited in the most recent articles. With that, it was possible to infer that the food service sector will be the target of several studies in the coming years due to the sector's relevance to the economy, and the experience theme has been one of the themes highlighted in marketing as it is aligned with the aspirations and needs of contemporary consumers.O objetivo do estudo foi a realização de uma Revisão Sistemática de Literatura visando a compreensão do conteúdo, os resultados e as teorias abarcadas na literatura, bem como as oportunidades de desenvolvimento de trabalhos futuros sobre marketing de experiência no setor de Food Service. A partir da definição de palavras-chave foi realizada uma pesquisa na base de dados da Scopus que retornou 1.955 artigos. Após a utilização de critérios de inclusão e exclusão, chegou-se a 72 estudos que foram lidos e analisados na íntegra por meio da técnica de análise de conteúdo. Dessa análise, foram identificadas quatro temáticas: comportamento do consumidor, satisfação e lealdade, experiência memorável e compartilhável, e turismo e marketing de destino. Os dados mostram que a área do marketing onde são desenvolvidos mais estudos é em satisfação e lealdade, correspondendo a quase 32% das pesquisas, enquanto as demais áreas, mostram um comportamento similar, em termos de número de estudos. Ainda, o tema de pesquisa que mais tem se desenvolvido nos últimos dois anos é turismo e mídias sociais. Na sequência foi formulada uma agenda de pesquisa a partir dos 40 periódicos identificados nesse estudo e das indicações de trabalhos futuros citados nos artigos mais recentes. Com isso, foi possível inferir que o setor de food service será alvo de diversos estudos nos próximos anos devido a relevância do setor para a economia, e o tema experiência tem sido um dos temas em destaque no marketing por estar alinhado com as aspirações e necessidades dos consumidores contemporâneos.Federal University of Minas Gerais2022-06-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://revistas.face.ufmg.br/index.php/mtr/article/view/6790Marketing & Tourism Review; v. 7 n. 1 (2022): vol.7, n. 1, 2022Marketing & Tourism Review; Vol. 7 No. 1 (2022): vol.7, n. 1, 20222525-81762525-817610.29149/mtr.v7i1reponame:Marketing & Tourism Reviewinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGporenghttps://revistas.face.ufmg.br/index.php/mtr/article/view/6790/3709https://revistas.face.ufmg.br/index.php/mtr/article/view/6790/3710Copyright (c) 2022 Bianca Virgínia Rodrigues de Freitas, Helena Belintani Shigakihttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessVirgínia Rodrigues de Freitas, Bianca Shigaki, Helena Belintani2022-06-01T22:12:24Zoai:ojs.pkp.sfu.ca:article/6790Revistahttps://revistas.face.ufmg.br/index.php/mtrPUBhttps://revistas.face.ufmg.br/index.php/mtr/oaimkt.tourism.review@gmail.com||mg.ufmg@gmail.com2525-81762525-8176opendoar:2022-06-01T22:12:24Marketing & Tourism Review - Universidade Federal de Minas Gerais (UFMG)false |
dc.title.none.fl_str_mv |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
title |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
spellingShingle |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA Virgínia Rodrigues de Freitas, Bianca Food Service Experiência do cliente Satisfação e lealdade Experiência memorável Marketing de destino |
title_short |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
title_full |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
title_fullStr |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
title_full_unstemmed |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
title_sort |
A EXPERIÊNCIA DO CLIENTE NO SETOR DE FOOD SERVICE: ANÁLISE DA LITERATURA E PROPOSIÇÃO DE UMA AGENDA DE PESQUISA |
author |
Virgínia Rodrigues de Freitas, Bianca |
author_facet |
Virgínia Rodrigues de Freitas, Bianca Shigaki, Helena Belintani |
author_role |
author |
author2 |
Shigaki, Helena Belintani |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Virgínia Rodrigues de Freitas, Bianca Shigaki, Helena Belintani |
dc.subject.por.fl_str_mv |
Food Service Experiência do cliente Satisfação e lealdade Experiência memorável Marketing de destino |
topic |
Food Service Experiência do cliente Satisfação e lealdade Experiência memorável Marketing de destino |
description |
The purpose of this paper was to carry out a Systematic Literature Review aiming at understanding the content, results and theories covered in the literature, as well as the opportunities for developing future work when it comes to experience marketing in the Food Service sector. From the definition of keywords, a search was carried out in the Scopus database, which returned 1,955 articles. After using inclusion and exclusion criteria, 72 studies were reached, which were read and analyzed in full using the content analysis technique. From this analysis, four themes were identified: consumer behavior, satisfaction and loyalty, memorable and shareable experience, and tourism and destination marketing. The data show that the area of marketing where more studies are developed is in satisfaction and loyalty, corresponding to almost 32% of the total, while the other areas, show a similar behavior, in terms of number of studies. Still, the research theme that has been developing the most in the last two years is tourism and social media. Following, a research agenda was formulated based on the 40 journals identified in this study and the indications of future works cited in the most recent articles. With that, it was possible to infer that the food service sector will be the target of several studies in the coming years due to the sector's relevance to the economy, and the experience theme has been one of the themes highlighted in marketing as it is aligned with the aspirations and needs of contemporary consumers. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-06-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://revistas.face.ufmg.br/index.php/mtr/article/view/6790 |
url |
https://revistas.face.ufmg.br/index.php/mtr/article/view/6790 |
dc.language.iso.fl_str_mv |
por eng |
language |
por eng |
dc.relation.none.fl_str_mv |
https://revistas.face.ufmg.br/index.php/mtr/article/view/6790/3709 https://revistas.face.ufmg.br/index.php/mtr/article/view/6790/3710 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2022 Bianca Virgínia Rodrigues de Freitas, Helena Belintani Shigaki https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2022 Bianca Virgínia Rodrigues de Freitas, Helena Belintani Shigaki https://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
Federal University of Minas Gerais |
publisher.none.fl_str_mv |
Federal University of Minas Gerais |
dc.source.none.fl_str_mv |
Marketing & Tourism Review; v. 7 n. 1 (2022): vol.7, n. 1, 2022 Marketing & Tourism Review; Vol. 7 No. 1 (2022): vol.7, n. 1, 2022 2525-8176 2525-8176 10.29149/mtr.v7i1 reponame:Marketing & Tourism Review instname:Universidade Federal de Minas Gerais (UFMG) instacron:UFMG |
instname_str |
Universidade Federal de Minas Gerais (UFMG) |
instacron_str |
UFMG |
institution |
UFMG |
reponame_str |
Marketing & Tourism Review |
collection |
Marketing & Tourism Review |
repository.name.fl_str_mv |
Marketing & Tourism Review - Universidade Federal de Minas Gerais (UFMG) |
repository.mail.fl_str_mv |
mkt.tourism.review@gmail.com||mg.ufmg@gmail.com |
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