Measuring the experience of hospitality: Scale development and validation

Pijls, Ruth; Groen, Brenda H.; Galetzka, Mirjam; Pruyn, Adriaan T.H.

doi:10.1016/j.ijhm.2017.07.008

Cited by 89 publications

(71 citation statements)

References 53 publications

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“…While quantitative approaches have also been used in the experiential field (e.g. Novak et al, 2000;Brakus et al, 2009;Pijls et al, 2017), the notion of consumption experience has fostered a significant expansion of qualitative approaches (Hirschman and Holbrook, 1992) through interpretative and semiotic methods (Mick, 1986).…”

Section: Methodological Renewalsmentioning

confidence: 99%

Consumption experience: past, present and future

Chaney

Lunardo

Mencarelli

2018

QMR

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Purpose The purpose of this paper is to propose both a retrospective and a prospective look at one of the most powerful concepts in marketing research: consumption experience. Design/methodology/approach A historical review of the development of the concept of consumption experience is conducted from its introduction 35 years ago by Holbrook and Hirschman’s (1982) seminal paper to the most recent advances, including the articles selected for this special issue. Findings First, the authors show that the introduction of the concept of consumer experience was a major (r)evolution on the theoretical, methodological and managerial levels. Second, the authors examine the theoretical risks associated with a biased conceptualization of the consumption experience. Third, the authors highlight future avenues for research on the consumption experience from both macro- (“zoom-out”) and micro-analytic (“zoom-in”) perspectives. Originality/value This paper offers a comprehensive view on one of the most disruptive concepts in marketing theory.

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Section: Methodological Renewalsmentioning

confidence: 99%

Consumption experience: past, present and future

Chaney

Lunardo

Mencarelli

2018

QMR

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“…A Delphi method was used, which is considered to be an interactive method that enables experts to discuss a complex problem through a structured iterative communication process (Rowe and Wright, 2001;Pijls et al, 2017;Wünderlich et al, 2013). Experts were consulted in four rounds with the aim of identifying antecedents of perceived cleanliness.…”

Section: Methods Delphi Methodsmentioning

confidence: 99%

Exploring cleanliness in the Dutch facilities management industry: a Delphi approach

Vos

Galetzka

Mobach

et al. 2018

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Purpose-This paper identifies antecedents that influence perceived cleanliness by consulting experts and end users in the field of facilities management (facility service providers, clients of facility service providers, and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not. Design/methodology/approach-A qualitative study, with end users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied. Findings-Actual cleanliness, cleaning staff behaviour, and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers. Practical implications-More (visible) cleaning, maintenance, toilets, scent, architecture, and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness. Originality/value-A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g., NEN 2075, ISSA).

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“…A escala para a satisfação foi adaptada de Anderson, Fornell e Lehmann (1994), Brady et al (2005) e Mattila (2003) e consiste em seis itens medidos por meio de uma escala de Likert ancorada em 1 (discordo totalmente) a 5 (concordo totalmente). A escala para a experiência de hospitalidade foi adaptada de Pijls et al (2017) e Loureiro (2014) e consiste em seis itens medidos por meio de uma escala de Likert ancorada em 1 (discordo totalmente) a 5 (concordo totalmente). A parte final da pesquisa suscitou informações sociodemográficas dos entrevistados (por exemplo, idade, gênero, estado civil, renda familiar, nível de escolaridade).…”

Section: Instrumentounclassified

“…Este estudo proporciona um avanço no entendimento das inter-relações entre hospitalidade (Dawson;Abbott and Shoemaker, 2011;Lashley, 2008), experiências (Pijls et al, 2017;Loureiro, 2014) e emoções (Laros and Steenkamp, 2005) e suas influências na satisfação (Anderson, Fornell and Lehmann, 1994;Brady et al, 2005;Mattila, 2003) e intenção comportamental (Loureiro, 2014;Pullman and Gross, 2004;Pijls, Groen, Galetzka and Pruyn, 2017) de um hóspede.…”

Section: Contribuições Teóricasunclassified

Hospitalidade, experiências e emoções

et al. 2019

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Devido à importância que a hospitalidade possui dentro do turismo, criar uma verdadeira experiência de hospitalidade para os consumidores pode aumentar a satisfação do hóspede e o desempenho dos negócios em turismo, portanto o objetivo principal desta pesquisa é o de investigar e confirmar o papel da hospitalidade enquanto teoria e sua relação com a experiência do hóspede, suas emoções, sua satisfação e sua intenção comportamental. Como a finalidade da pesquisa é o de investigar e confirmar as relações entre hospitalidade, experiências, emoções, satisfação e intenção comportamentais, um estudo quantitativo com uso de técnicas multivariadas de dados foi realizado com uso de modelagem de equações estruturais e um levantamento com 308 hóspedes de hotéis foi conduzido. Os resultados mostraram que o entendimento da hospitalidade nas atividades comerciais não é inóspita por natureza e é mais do que um encontro de serviço porque possui seus próprios rituais sociais é um fator importante para a experiência e as emoções dos hóspedes. Como consequência desse resultado é possível observar que um hóspede tende a possuir uma intenção comportamental mais favorável à organização quando percebe e experimenta hospitalidade por parte do hotel.

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Measuring the experience of hospitality: Scale development and validation

Cited by 89 publications

References 53 publications

Consumption experience: past, present and future

Consumption experience: past, present and future

Exploring cleanliness in the Dutch facilities management industry: a Delphi approach

Hospitalidade, experiências e emoções

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