The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth interviews was used for data collection. The study findings reveal that hospitality definitions range from state of mind to service management oriented. Also, hospitality conception seems to have a pentagonal structure revolving around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. Besides, Mediterranean culture, satisfying and understanding guests’ needs appear to influence hospitality perceptions. Cultural sensitivity is a critical skill that may help hospitality providers in coping with guests’ cultural differences. Finally, hospitality perceptions may foster behavioral and affective loyalty.
Skandrani, H. and Kamoun, M. (2014), "Hospitality Meanings and Consequences Among Hotels Employees and Guests", Tourists’ Perceptions and Assessments (Advances in Culture, Tourism and Hospitality Research, Vol. 8), Emerald Group Publishing Limited, pp. 147-156. https://doi.org/10.1108/S1871-317320140000008009Download as .RIS
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