Abstract
This paper describes the development of the Experience of Hospitality
Scale (EH-Scale) for assessing hospitality in service environments from a
guest point of view. In contrast to other scales, which focus specifically
on staff behaviour, the present scale focuses on the experience of
hospitality offered by the organisation as a whole, also incorporating the
physical service environment. The development of the scale consisted of
an exploratory phase (two qualitative studies) and a confirmative phase
(two quantitative studies). The result is a thirteen-item scale containing
three underlying experiential factors of hospitality: the experience of
welcome, the experience of care, and the experience of comfort.
Scale (EH-Scale) for assessing hospitality in service environments from a
guest point of view. In contrast to other scales, which focus specifically
on staff behaviour, the present scale focuses on the experience of
hospitality offered by the organisation as a whole, also incorporating the
physical service environment. The development of the scale consisted of
an exploratory phase (two qualitative studies) and a confirmative phase
(two quantitative studies). The result is a thirteen-item scale containing
three underlying experiential factors of hospitality: the experience of
welcome, the experience of care, and the experience of comfort.
Original language | English |
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Number of pages | 4 |
Publication status | Published - Jun 2017 |
Event | QUIS 15: 15th International Research Symposium on Service Excellence in Management - School of Engineering of University of Porto (FEUP), Porto, Portugal Duration: 12 Jun 2017 → 15 Jun 2017 Conference number: 15 |
Conference
Conference | QUIS 15 |
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Abbreviated title | QUIS |
Country/Territory | Portugal |
City | Porto |
Period | 12/06/17 → 15/06/17 |