A quarter century of studies on customer experience in restaurants: a systematic literature review and research agenda

Purpose This study aims to organize existing knowledge on customer experience (CX) in the restaurant industry into a comprehensive framework that explains its creation and impact, identifying antecedents and consequences. In addition, it addresses research gaps and proposes a future research agenda. Design/methodology/approach A systematic literature review of 135 peer-reviewed articles was conducted, analyzing studies from the Scopus and Web of Science databases published between 1999 and 2024. Using inductive and deductive approaches, bibliometric performance and thematic analyses were performed. Findings This research identifies three antecedents (food experience, experiencescape, and consumer-related profile) and seven consequences (customer perceived value, satisfaction, delight, loyalty, brand love, place attachment, and well-being) of CX, which are integrated into a comprehensive framework that serves as a foundation for future research. Research implications This study contributes to the scientific debate on CX in restaurants by emphasizing the importance of integrating multiple dimensions and the related determinants and attributes so that we can better understand CX in restaurants. It also highlights the need for further research to effectively operationalize this multidimensional concept. Practical implications Consistent investment in CX design and management is needed, considering the factors that influence it. Context-specific strategies should also be developed to foster more positive and memorable dining experiences. Originality Previous literature reviews on CX in the restaurant industry have focused on specific dining experience factors. This study is the first to offer a comprehensive conceptual framework that maps the antecedents and consequences of restaurant CX, providing a foundation for future theoretical developments and empirical research.