A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors
A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors
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.
191-198
Ariffin, Ahmad Azmi M.
ca956e32-4cd2-4ced-a76c-e0ebfc88f174
Maghzi, Atefeh
d58e1b28-66ac-4a68-9b37-26e107259185
March 2012
Ariffin, Ahmad Azmi M.
ca956e32-4cd2-4ced-a76c-e0ebfc88f174
Maghzi, Atefeh
d58e1b28-66ac-4a68-9b37-26e107259185
Ariffin, Ahmad Azmi M. and Maghzi, Atefeh
(2012)
A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors.
International Journal of Hospitality Management, 31 (1), .
(doi:10.1016/j.ijhm.2011.04.012).
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.
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A preliminary study on customer expectations of hotel hospitality
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e-pub ahead of print date: 24 May 2011
Published date: March 2012
Identifiers
Local EPrints ID: 474440
URI: http://eprints.soton.ac.uk/id/eprint/474440
ISSN: 0278-4319
PURE UUID: b7433d36-9cd9-4ab8-b80a-98511bfb16a5
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Date deposited: 22 Feb 2023 17:49
Last modified: 17 Mar 2024 00:55
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Author:
Ahmad Azmi M. Ariffin
Author:
Atefeh Maghzi
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