A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors |
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Authors: | Ahmad Azmi M AriffinAuthor Vitae Atefeh Maghzi Author Vitae |
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Institution: | Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 UKM Bangi, Selangor, Malaysia |
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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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Keywords: | Commercial hospitality Customer expectation Hotel marketing Hosting behaviour |
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