What drives the revisit intention of heritage hotel consumers? A systematic literature review

Abstract

Purpose – This study explores the determinant factors affecting the revisit intention of heritage hotel consumers and understand the key attributes of a heritage hotel. Methodology/Design/Approach – This paper involves systematic literature review (SLR) using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol to answer the proposed research questions. Findings – The findings indicate a growing trend of this theme in the last five years. In addition, six core attributes of heritage hotels were identified, including location, historic charm, experience, authenticity, ambience, and culture. This review paper also identified several variables, e.g., perceived authenticity, perceived experience, perceived value, brand image, and service quality, as the primary factors influencing the revisit intention of heritage hotel customers. Originality of the research – The results of this study can contribute to the literature of hospitality and tourism literature by determining the key attributes of heritage hotels and the determinant factors affecting revisit intention of heritage hotels. This study also provides valuable insights for hotel managers and marketers to enhance consumer satisfaction and increase revisit rates, which in turn will drive business success in this niche market.

Keywords

• revisit intention
• heritage hotels
• heritage attributes
• consumer satisfaction