Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective |
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| Institution: | 1. University of Central Florida, Rosen College of Hospitality Management, United States;2. Purdue University, School of Hospitality and Tourism Management, 900 West State Street, West Lafayette, IN 47907, United States;1. Jinan University, China;2. University of Central Florida, USA;3. The George Washington University, USA;1. Chung Shan Medical University, Taiwan;2. National University of Tainan, Taiwan;1. School of Tourism and Hospitality Management, Temple University, 1810 N 13th Street, Speakman Hall 303, Philadelphia, PA 19122, United States;2. School of Hospitality Management, The Pennsylvania State University, 224 Mateer Building, University Park, PA 16802-1307, United States;3. Dedman School of Hospitality, The College of Business, Florida State University, 288 Champions Way, UCB 4114, Tallahassee, FL 32306-2541, United States;1. Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg, VA 24061, USA;2. Department of Hotel, Restaurant & Institutional Management, University of Delaware, Newark, DE 19716, USA;3. Department of Integrated Information Technology, College of Hospitality, Retail, & Sport Management, University of South Carolina, Columbia, SC, USA |
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| Abstract: | Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semi-structured interviews (n = 228) with guests from different nationalities visiting the Central Florida area. The guests interviewed came predominantly from the United States, Brazil, Germany, and Canada. Using a process of content analysis, the researchers analyzed the drivers of customer delight and concluded that while some universal service elements exists, guests from different cultures can also be delighted by different services and amenities. |
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| Keywords: | Customer delight Customer satisfaction Culture Hotels |
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