Differentiating emotional hotel experiences

Differentiating emotional hotel experiences

Desmet, P.M.A.
Guiza Caicedo, D.
Van Hout, M.

Industrial Design Engineering

Industrial Design

2009-12-31

Emotions experienced in response to hotel services were examined with an online questionnaire. The study resulted in 348 cases of hotel service emotions. The frequency of reported pleasant emotions was similar to the frequency of reported unpleasant emotions. Often reported pleasant emotions were satisfaction, enjoyment, and admiration. Often reported unpleasant emotions were dissatisfaction, aversion, and boredom. Some conditions were found to elicit both pleasant and unpleasant emotions (e.g., the hotel staff and decoration), whereas some other conditions caused predominantly pleasant emotions (e.g., the view and complementary items) or unpleasant emotions (e.g., the hygiene and hotel maintenance). Results are reported and an initial concept for an instrument to measure emotional responses of hotel guests is introduced.

emotions
hotel experience
measuring experience

http://resolver.tudelft.nl/uuid:11df3cfd-bc3d-40df-9ee4-7149d9666c7c

International Hospitality and Tourism Educators EuroCHRIE Conference, 22-24 October 2009, Helsinki, Finland

Institutional Repository

conference paper

(c) 2009 The Author(s)