The Impact of Cultural Diversity on Customer Satisfaction in the Hospitality Industry: A Systematic Literature Review

Sroosh Sataryan; Himanshu Mohan

The Impact of Cultural Diversity on Customer Satisfaction in the Hospitality Industry: A Systematic Literature Review

Author(s)	Mr. Sroosh Sataryan, Prof. Himanshu Mohan
Country	India
Abstract	Accelerating international tourism flows, diaspora migration and the globalisation of corporate travel have made cultural diversity a distinguishing structural element of global hospitality industries. Although the strategic importance of this issue is increasingly recognized, the empirical evidence base on the role of cultural diversity on customer satisfaction in hospitality settings is fragmented and methodologically varied and lacks an integrative theoretical synthesis. This research addresses this gap by offering a PRISMA-compliant systematic literature assessment of 96 peer-reviewed papers published between 2000 and 2024. The review synthesises evidence across six thematic clusters: (1) cultural communication styles and service encounter quality; (2) religious and dietary accommodation; (3) staff cultural competence and training; (4) service environment and physical design; (5) perceived fairness, dignity and equity; and (6) workforce diversity and team dynamics. Using a robust three-stage screening protocol across five leading academic databases – Web of Science, Scopus, EBSCO Business Source Complete, Google Scholar and JSTOR – The findings demonstrate the importance of cultural competency, at both individual and organizational levels, as the primary mediating mechanism in the relationship between cultural diversity and guest pleasure. Perceived fairness and dignity are global satisfaction drivers, and religious and dietary provision is the highest-stakes realm of culturally sensitive service design, beyond specific cultural adaptation measures. The paper provides an innovative integrative framework, the Cultural Diversity Satisfaction Model (CDSM), and an articulated future research plan targeting six significant gaps including the absence of longitudinal studies, measurement heterogeneity and under-theorised mechanisms. The review represents a major contribution to the academic literature on hospitality management, and offers practical guidance for training, service design, HRM strategy and diversity leadership.
Keywords	cultural diversity; customer satisfaction; hospitality industry; systematic literature review; PRISMA; cultural competency; service quality; intercultural communication; future research agenda
Field	Business Administration
Published In	Volume 7, Issue 3, May-June 2026
Published On	2026-06-15

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The Impact of Cultural Diversity on Customer Satisfaction in the Hospitality Industry: A Systematic Literature Review

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