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THE ROLE OF GUEST PERSONAL VALUES IN HOSPITALITY-BASED EXPERIENCES

Beldona, Srikanth and Gopalakrishnan, Parvadhavardhini (2015) THE ROLE OF GUEST PERSONAL VALUES IN HOSPITALITY-BASED EXPERIENCES. In: Proceedings of the QUIS14 Accelerate the impact of service research. CEIBS, Shanghai China., pp. 464-467. ISBN 978-0-692-46156-3

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Abstract

The premise of this study is twofold; (1) first is to examine the extent to which guest personal values are important in the evaluation of hospitality-based experiences, and (2) if a contextual measure of the quality of hospitality (HospiQuality) can provide explanatory power with values when compared with a generic measure namely, customer satisfaction. Findings indicate that while preservational (security, respected and self-respect) are significantly associated with both HospiQuality and customer satisfaction, relational values are associated with HospiQuality and recreational values with customer satisfaction. These findings not only emphasize the importance of values in hospitality-based experiences, but also build on the need for a contextual measure of the quality of hospitality (HospiQuality) in conjunction with customer satisfaction.

Item Type: Book Section
Uncontrolled Keywords: Hospitality, Service Quality, Personal Values, HospiQuality and Customer Satisfaction
Subjects: Hotel Management > WGSHA Manipal
Depositing User: WGSHA EPrints Administrator
Date Deposited: 03 Mar 2016 09:07
Last Modified: 03 Mar 2016 09:07
URI: http://eprints.manipal.edu/id/eprint/145469

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