Surprise, hospitality, and customer delight in the context of hotel services

Ahmad Azmi Mohd. Ariffin, Noor Balkhis Omar

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Citation (Scopus)

Abstract

The main purpose of this chapter is to investigate whether hotel hospitality mediates and/or moderates the relationships between surprise experience and customer delight in the context of hotel services. This study, involving 300 Malaysian and non-Malaysian hotel guests, employs questionnaire surveys as the main data collection method. The results indicate that there is a strong and positive relationship between surprise and customer delight, and hotel hospitality mediates and also moderates the abovementioned direct relationship.

Original languageEnglish
Title of host publicationAdvances in Culture, Tourism and Hospitality Research
PublisherEmerald Group Publishing Ltd.
Pages127-142
Number of pages16
Volume12
DOIs
Publication statusPublished - 2016

Publication series

NameAdvances in Culture, Tourism and Hospitality Research
Volume12
ISSN (Print)18713173

Fingerprint

questionnaire survey
customer
data collection method
questionnaire
experience
services
method
Hospitality
Hotels
Customer delight
Surprise
Hotel services

Keywords

  • Customer delight
  • Hospitality
  • Hotel marketing
  • Surprise

ASJC Scopus subject areas

  • Social Sciences (miscellaneous)
  • Tourism, Leisure and Hospitality Management

Cite this

Mohd. Ariffin, A. A., & Omar, N. B. (2016). Surprise, hospitality, and customer delight in the context of hotel services. In Advances in Culture, Tourism and Hospitality Research (Vol. 12, pp. 127-142). (Advances in Culture, Tourism and Hospitality Research; Vol. 12). Emerald Group Publishing Ltd.. https://doi.org/10.1108/S1871-317320160000012010

Surprise, hospitality, and customer delight in the context of hotel services. / Mohd. Ariffin, Ahmad Azmi; Omar, Noor Balkhis.

Advances in Culture, Tourism and Hospitality Research. Vol. 12 Emerald Group Publishing Ltd., 2016. p. 127-142 (Advances in Culture, Tourism and Hospitality Research; Vol. 12).

Research output: Chapter in Book/Report/Conference proceedingChapter

Mohd. Ariffin, AA & Omar, NB 2016, Surprise, hospitality, and customer delight in the context of hotel services. in Advances in Culture, Tourism and Hospitality Research. vol. 12, Advances in Culture, Tourism and Hospitality Research, vol. 12, Emerald Group Publishing Ltd., pp. 127-142. https://doi.org/10.1108/S1871-317320160000012010
Mohd. Ariffin AA, Omar NB. Surprise, hospitality, and customer delight in the context of hotel services. In Advances in Culture, Tourism and Hospitality Research. Vol. 12. Emerald Group Publishing Ltd. 2016. p. 127-142. (Advances in Culture, Tourism and Hospitality Research). https://doi.org/10.1108/S1871-317320160000012010
Mohd. Ariffin, Ahmad Azmi ; Omar, Noor Balkhis. / Surprise, hospitality, and customer delight in the context of hotel services. Advances in Culture, Tourism and Hospitality Research. Vol. 12 Emerald Group Publishing Ltd., 2016. pp. 127-142 (Advances in Culture, Tourism and Hospitality Research).
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