Identifying and measuring customer delight in the hospitality industry
Escobar Rivera, Dalilis (Universitat de Girona)
Casadesús Fa, Martí (Universitat de Girona)
Simon, Alexandra (Universitat Autònoma de Barcelona. Departament d'Empresa)

Date:	2021
Description:	10 pàg.
Abstract:	The aim of this study is to identify customer delight by developing a research model and measurement scale in the hospitality industry that includes cognitive and emotional factors. The main analysis to support the research uses a confirmatory factor analysis, while collected data represent 186 tourism experiences in hotels and restaurants. The model describes a way to appraise memorable experiences by customers and the positive significance of emotions based on their needs. The authors argue that managing designed experiences and considering a customer's service ideal from the factors in the proposed model could be the basis for achieving customer delight in the hospitality industry.
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Language:	Anglès
Document:	Article ; recerca ; Versió publicada
Subject:	Basic emotions ; Customer delight ; Hospitality industry
Published in:	Tourism Analysis, Vol. 26 Núm. 1 (2021) , p. 1-10, ISSN 1943-3999

DOI: 10.3727/108354220X15758301241909

10 p, 337.2 KB

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