| Autor: |
Rivera, Dalilis Escobar, Fa, Martí Casadesús, Villar, Alexandra Simon |
| Předmět: |
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| Zdroj: |
Tourism Analysis; 2021, Vol. 26 Issue 1, p1-10, 10p |
| Abstrakt: |
The aim of this study is to identify customer delight by developing a research model and measurement scale in the hospitality industry that includes cognitive and emotional factors. The main analysis to support the research uses a confirmatory factor analysis, while collected data represent 186 tourism experiences in hotels and restaurants. The model describes a way to appraise memorable experiences by customers and the positive significance of emotions based on their needs. The authors argue that managing designed experiences and considering a customer's service ideal from the factors in the proposed model could be the basis for achieving customer delight in the hospitality industry. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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