With the move towards a consumer-orientated approach in the hospitality market, this article investigates the impact of the servicescape on female's hotel experiences and examines the helpfulness of the hotel grading to their female customers. The findings suggest that the hotel's products arguably did not adequately meet female travellers’ expectations, especially for businesswomen, and that the hotel grading offers scant information about the quality of hotel service and facilities catering for female customers. The industry needs to address its currently male-oriented service products to meet the needs of women travellers, particularly as they are anticipated to be the fastest growing segment of the travel market for the next century.
Jessica Hwang, L. (2007), "The Hotel Servicescape for Chinese Female Travellers", Chen, J. (Ed.) Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 3), Emerald Group Publishing Limited, Bingley, pp. 231-241. https://doi.org/10.1016/S1745-3542(06)03014-1Download as .RIS
Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited