Abstract
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 |
|---|---|
| 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 |
|---|---|
| Abbreviated title | QUIS |
| Country | Portugal |
| City | Porto |
| Period | 12/06/17 → 15/06/17 |
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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 conference › Paper › Academic › peer-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 -