Measuring experience of hospitality: scale development and validation

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

Research output: Contribution to conferencePaperAcademicpeer-review

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.
Original languageEnglish
Number of pages4
Publication statusPublished - Jun 2017
EventQUIS 15: 15th International Research Symposium on Service Excellence in Management - School of Engineering of University of Porto (FEUP), Porto, Portugal
Duration: 12 Jun 201715 Jun 2017
Conference number: 15

Conference

ConferenceQUIS 15
Abbreviated titleQUIS
CountryPortugal
CityPorto
Period12/06/1715/06/17

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Pijls-Hoekstra, R., Groen, B. H., Galetzka, M., & Pruyn, A. T. H. (2017). Measuring experience of hospitality: scale development and validation. Paper presented at QUIS 15, Porto, Portugal.
Pijls-Hoekstra, Ruth ; Groen, Brenda H. ; Galetzka, Mirjam ; Pruyn, Adriaan T.H. / Measuring experience of hospitality : scale development and validation. Paper presented at QUIS 15, Porto, Portugal.4 p.
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title = "Measuring experience of hospitality: scale development and validation",
abstract = "This paper describes the development of the Experience of HospitalityScale (EH-Scale) for assessing hospitality in service environments from aguest point of view. In contrast to other scales, which focus specificallyon staff behaviour, the present scale focuses on the experience ofhospitality offered by the organisation as a whole, also incorporating thephysical service environment. The development of the scale consisted ofan exploratory phase (two qualitative studies) and a confirmative phase(two quantitative studies). The result is a thirteen-item scale containingthree underlying experiential factors of hospitality: the experience ofwelcome, the experience of care, and the experience of comfort.",
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Pijls-Hoekstra, R, Groen, BH, Galetzka, M & Pruyn, ATH 2017, 'Measuring experience of hospitality: scale development and validation' Paper presented at QUIS 15, Porto, Portugal, 12/06/17 - 15/06/17, .

Measuring experience of hospitality : scale development and validation. / Pijls-Hoekstra, Ruth; Groen, Brenda H.; Galetzka, Mirjam ; Pruyn, Adriaan T.H.

2017. Paper presented at QUIS 15, Porto, Portugal.

Research output: Contribution to conferencePaperAcademicpeer-review

TY - CONF

T1 - Measuring experience of hospitality

T2 - scale development and validation

AU - Pijls-Hoekstra, Ruth

AU - Groen, Brenda H.

AU - Galetzka, Mirjam

AU - Pruyn, Adriaan T.H.

PY - 2017/6

Y1 - 2017/6

N2 - This paper describes the development of the Experience of HospitalityScale (EH-Scale) for assessing hospitality in service environments from aguest point of view. In contrast to other scales, which focus specificallyon staff behaviour, the present scale focuses on the experience ofhospitality offered by the organisation as a whole, also incorporating thephysical service environment. The development of the scale consisted ofan exploratory phase (two qualitative studies) and a confirmative phase(two quantitative studies). The result is a thirteen-item scale containingthree underlying experiential factors of hospitality: the experience ofwelcome, the experience of care, and the experience of comfort.

AB - This paper describes the development of the Experience of HospitalityScale (EH-Scale) for assessing hospitality in service environments from aguest point of view. In contrast to other scales, which focus specificallyon staff behaviour, the present scale focuses on the experience ofhospitality offered by the organisation as a whole, also incorporating thephysical service environment. The development of the scale consisted ofan exploratory phase (two qualitative studies) and a confirmative phase(two quantitative studies). The result is a thirteen-item scale containingthree underlying experiential factors of hospitality: the experience ofwelcome, the experience of care, and the experience of comfort.

M3 - Paper

ER -

Pijls-Hoekstra R, Groen BH, Galetzka M, Pruyn ATH. Measuring experience of hospitality: scale development and validation. 2017. Paper presented at QUIS 15, Porto, Portugal.