Generic dimensionality of hospitality in the hotel industry: A host-guest relationship perspective

Research output: Contribution to journalArticle

17 Citations (Scopus)

Abstract

The main objectives of this study are to identify the generic facets of hospitality for hotel services irrespective of their star rating, as well as to determine the impact of generic dimensionality on guest satisfaction. The responses of 305 local and foreign hotel guests in a questionnaire survey were analysed using a Structural Equation Modelling technique. The generic facets of hotel hospitality were identified as personalisation, comfort, and warm welcoming. Of the three, only personalisation and warm welcoming contributed significantly to predicting guest satisfaction. This study is aimed at adding to the body of related literature by sharing new insights on how the generic dimensionality of hospitality in its entirety differs from that of upscale hotel hospitality.

Original languageEnglish
Pages (from-to)171-179
Number of pages9
JournalInternational Journal of Hospitality Management
Volume35
DOIs
Publication statusPublished - Dec 2013

Fingerprint

questionnaire survey
modeling
services
hotel industry
Hotel industry
Dimensionality
Hospitality
Hotels
Personalization

Keywords

  • Customer satisfaction
  • Generic dimensionality
  • Hospitality
  • Hotel services

ASJC Scopus subject areas

  • Strategy and Management
  • Tourism, Leisure and Hospitality Management

Cite this

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