Hospitality, experiences and emotions

Abstract:

Due to the importance of hospitality in tourism, creating an authentic hospitality experience for consumers can increase host satisfaction and business performance. Therefore, the main objective of this research is to investigate and confirm the role of hospitality as theory, and its relation to the host's experience, emotions, satisfaction, and behavioral intention. As the purpose of the research is to investigate and confirm the relationships between hospitality, experiences, emotions, satisfaction and behavioral intention, a quantitative study using multivariate data techniques was carried out using structural equation modeling, and a survey with 308 guests of hotels was conducted. The results showed that commercial hospitality is not inhospitable by nature, and is more than a service encounter because it has its social rituals and is a critical factor for the guest experience and emotions. Based on this result, it is seen that a guest tends to have a more favorable behavioral intention towards the organization when he/she perceives and experiences hospitality on the part of the hotel.

Keywords:
Hospitality; Experience; Emotions; Satisfaction; Behavioral Intent