Exploring the influence of hospitality on guest satisfaction in luxury hotel services

Ahmad Azmi Mohd. Ariffin, Atefeh Maghzi, Jason Lam Mun Soon, Syed Shah Alam Syed Shah Alam

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

The aim of this study is to expound the influences of the five dimensions of hotel hospitality or HotHos as proposed by Ariffin & Maghzi (2012) on guest satisfaction in the context of luxury hotel experiences. This preliminary study involved the participation of 101 hotel guests from Malaysia and overseas and covered the five dimensions of hospitality, which are personalization, warm welcoming, special relationship, straight from the heart and comfort. The findings indicate that out of the five dimensions, only three dimensions, namely personalization, comfort and straight from the heart; predict guest satisfaction in a luxury hotel setting. The findings help luxury hotel managers to better understand how to increase their guest satisfaction within the context of hospitality.

Original languageEnglish
Pages (from-to)1-20
Number of pages20
Journale-Review of Tourism Research
Volume15
Issue number1
Publication statusPublished - 1 Jan 2018

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luxury
personalization
overseas
Malaysia
manager
participation
Hospitality
Luxury
Hotels
Hotel services
services
experience
Personalization

Keywords

  • Commercial hospitality
  • Guest satisfaction
  • Hotel marketing
  • Personalization

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management
  • Nature and Landscape Conservation

Cite this

Exploring the influence of hospitality on guest satisfaction in luxury hotel services. / Mohd. Ariffin, Ahmad Azmi; Maghzi, Atefeh; Soon, Jason Lam Mun; Syed Shah Alam, Syed Shah Alam.

In: e-Review of Tourism Research, Vol. 15, No. 1, 01.01.2018, p. 1-20.

Research output: Contribution to journalArticle

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