IDENTIFYING AND MEASURING CUSTOMER DELIGHT IN THE HOSPITALITY INDUSTRY

被引：2
|
作者：
Escobar Rivera, Dalilis [1 ]
Casadesus Fa, Marti [1 ]
Simon Villar, Alexandra [2 ]
机构：
[1] Univ Girona, Dept Org Business Management & Prod Design, Girona, Spain
[2] Autonomous Univ Barcelona, Dept Business Org, Barcelona, Spain
来源：
TOURISM ANALYSIS | 2021年 / 26卷 / 01期
关键词：
Customer delight; Basic emotions; Hospitality Industry; CONSUMER-BEHAVIOR; CO-CREATION; SERVICE; EXPERIENCES; SATISFACTION; CONSEQUENCES; EMOTIONS; LOYALTY; IMAGE; EXPECTATIONS;
D O I：
10.3727/108354220X15758301241909
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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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页码：1 / 10
页数：10
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