Keywords

customer delight, customer satisfaction, culture, hotels

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.

Publication Date

10-29-2013

Original Citation

Torres, E., Fu, X., & Lehto, X. (2014). Examining the key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management, 36, 255-262.

DOI

10.1016/j.ijhm.2013.09.007

Number of Pages

255-262

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

36

Publication Version

Post-print

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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