Hedonic Value in Customer Satisfaction: A Bibliometric Analysis
DOI:
https://doi.org/10.38035/dijemss.v6i6.5462Keywords:
Hedonic Value, Customer Satisfaction, Consumption Behavior, Perceived Pleasure, Bibliometric AnalysisAbstract
This study systematically maps research on hedonic value and customer satisfaction using a bibliometric approach, in order to identify dominant themes, research gaps, and key contributions in the field. Bibliometric analysis was conducted using the Scopus database, focusing on articles discussing "hedonic value" and "customer satisfaction" between 2002 and 2025. The PRISMA protocol was applied in the screening and selection process, resulting in 55 relevant articles. The analysis shows an increase in research interest since 2018, with keywords such as "customer satisfaction," "perceived enjoyment," and "emotional value" as the focus. Two main clusters identified include a focus on sales and consumer behavior. These findings also reflect the high level of international collaboration and the dominance of recent literature, confirming the topic's relevance in current academic discourse. This study contributes to the consumer behavior literature by providing a structured overview of the relationship between hedonic value and customer satisfaction, as well as identifying directions and opportunities for further research in marketing and consumer psychology.
References
Ailawadi, K. L., Neslin, S. A., & Gedenk, K. (2001). Pursuing the value-conscious consumer: Store brands versus national brand promotions. Journal of Marketing, 65(1), 71–89.
Aktepe, A., Ersöz, S., & Toklu, B. (2015). Customer satisfaction and loyalty analysis with classification algorithms and Structural Equation Modeling. Computers & Industrial Engineering, 86, 95–106.
Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129.
Araujo, C. F. (2018). How (un) conscious processing of hedonic and utilitarian attributes affect choice and rejection strategy.
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2), 452–474.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644–656.
Bhale, U. A., & Bedi, H. S. (2024). Customer satisfaction construct: Review and bibliometric study. International Journal of Bibliometrics in Business and Management, 3(2), 147–161.
Campo, S., & Jesús Yagüe, M. (2009). Exploring non?linear effects of determinants on tourists’ satisfaction. International Journal of Culture, Tourism and Hospitality Research, 3(2), 127–138.
Chang, W.-L., & Chang, C.-J. (2017a). Hedonic experience of customer re-patronizing intention: A system dynamics viewpoint. Kybernetes, 46(10), 1674–1691.
Chang, W.-L., & Chang, C.-J. (2017b). Hedonic experience of customer re-patronizing intention: A system dynamics viewpoint. Kybernetes, 46(10), 1674–1691.
Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608–620.
Dhar, R., & Wertenbroch, K. (2000). Consumer choice between hedonic and utilitarian goods. Journal of Marketing Research, 37(1), 60–71.
Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285–296.
Eisend, M., & Stokburger-Sauer, N. E. (2013). Brand personality: A meta-analytic review of antecedents and consequences. Marketing Letters, 24, 205–216.
Ekawati, N., Yasa, N., Kusumadewi, N., & Setini, M. (2021). The effect of hedonic value, brand personality appeal, and attitude towards behavioral intention. Management Science Letters, 11(1), 253–260.
Ellegaard, O., & Wallin, J. A. (2015). The bibliometric analysis of scholarly production: How great is the impact? Scientometrics, 105, 1809–1831.
Gao, B. W., & Lai, I. K. W. (2015). The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty. International Journal of Hospitality Management, 44, 38–47.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140.
Huang, X., Liu, X., Shang, Y., Qiao, F., & Chen, G. (2020). Current trends in research on bone regeneration: A bibliometric analysis. BioMed Research International, 2020(1), 8787394.
Khudhair, H. Y., Jusoh, A., Mardani, A., Nor, K. M., & Štreimikien?, D. (2019). Review of scoping studies on service quality, customer satisfaction and customer loyalty in the airline industry. Contemporary Economics., 13(4), 375–387.
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing Management 3rd edn PDF eBook. Pearson Higher Ed.
Lee, S., & Kim, D.-Y. (2018). The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. International Journal of Contemporary Hospitality Management, 30(3), 1332–1351.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184–195.
Pallas, F., Mittal, V., & Groening, C. (2014). Allocation of resources to customer satisfaction and delight based on utilitarian and hedonic benefits. Journal of Research in Marketing, 2(1), 106–112.
Pan, F. C. (2015). Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. Tourism Management, 46, 84–91.
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: A revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35.
Porter, M. E. (2011). Competitive advantage of nations: Creating and sustaining superior performance, Simon and schuster.
Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast?casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416–432.
Shin, K. J., & Managi, S. (2017). Liberalization of a retail electricity market: Consumer satisfaction and household switching behavior in Japan. Energy Policy, 110, 675–685.
Solomon, M. (2004). consumer Behavior. Buying, having, and Being.
Vieira, V., Santini, F. O., & Araujo, C. F. (2018). A meta-analytic review of hedonic and utilitarian shopping values. Journal of Consumer Marketing, 35(4), 426–437.
Voss, G. B., Godfrey, A., & Seiders, K. (2010). How complementarity and substitution alter the customer satisfaction–repurchase link. Journal of Marketing, 74(6), 111–127.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Radina Noorsahadita, Lissa Rosdiana Noer
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
