Measuring experience of hospitality: scale development and validation

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

Research output: Contribution to conferencePaperpeer-review


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


ConferenceQUIS 15
Abbreviated titleQUIS


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