Measuring the experience of hospitality: Scale development and validation

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

Research output: Contribution to journalArticleAcademicpeer-review

16 Citations (Scopus)

Abstract

This paper identifies what customers experience as hospitality and subsequently presents a novel and compact assessment scale for measuring customers’ experience of hospitality at any kind of service organization. The Experience of Hospitality Scale (EH-Scale) takes a broader perspective compared to existing scales, which predominantly measure hospitable behavior of service employees and are specifically developed for organizations in the hospitality industry. A thorough approach containing two qualitative and two quantitative studies resulted in the thirteen-item EH-Scale. The scale measures three experiential factors of hospitality: the experience of inviting (open, inviting, freedom), the experience of care (servitude, empathy and acknowledgement), and the experience of comfort (feeling at ease, relaxed and comfortable).

Original languageEnglish
Pages (from-to)125-133
Number of pages9
JournalInternational journal of hospitality management
Volume67
DOIs
Publication statusPublished - 1 Oct 2017

Keywords

  • Experience
  • Hospitality
  • Scale development
  • Scale validation
  • Service

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