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 |
|---|---|
| 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/Territory | Portugal |
| City | Porto |
| Period | 12/06/17 → 15/06/17 |