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


M. Ariffin, Ahmad Azmi and Maghzi, Atefeh and Lam, Mun Soon and ., Syed Shah Alam (2018) Exploring the influence of hospitality on guest satisfaction in luxury hotel services. e-Review of Tourism Research, 15 (1). pp. 1-20. ISSN 1941-5842

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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.

Item Type: Article
Uncontrolled Keywords: Consumer satisfaction, Commercial Hospitality, Hotel Marketing, Guest Satisfaction, Personalization
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions: Faculty of Business (FOB)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 18 Nov 2020 12:46
Last Modified: 18 Nov 2020 12:46
URII: http://shdl.mmu.edu.my/id/eprint/7397


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