A preliminary study on customer expectations of hotel hospitality

Influences of personal and hotel factors

Research output: Contribution to journalArticle

102 Citations (Scopus)

Abstract

This study attempts to explain the influence of personal and hotel factors on the expectation level of hotel hospitality as well as to propose a scale to measure commercial hospitality for hotel services. A total of 101 local and international hotel guests were involved in the study. The results revealed that the expectations of hotel hospitality are influenced by personal factors such as gender, purpose of stay, nationality, and private domain of hospitality. The hotel's star rating is the only hotel factor that might have strong association with hotel hospitality.

Original languageEnglish
Pages (from-to)191-198
Number of pages8
JournalInternational Journal of Hospitality Management
Volume31
Issue number1
DOIs
Publication statusPublished - Mar 2012

Fingerprint

gender
services
private domain
Hospitality
Customer expectations
Factors
Hotels

Keywords

  • Commercial hospitality
  • Customer expectation
  • Hosting behaviour
  • Hotel marketing

ASJC Scopus subject areas

  • Strategy and Management
  • Tourism, Leisure and Hospitality Management

Cite this

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