Remerciez-le!

Remerciez @Admin pour avoir partagé cet document gratuitement, de la manière la plus simple, en partageant sur les réseaux sociaux.

The effect of hospitableness and servicescape on guest satisfaction in the hotek industry

Canadian Journal of Administrative Sciences Revue canadienne des sciences de l ? administration ?? Published online in Wiley Online Library wileyonlinelibrary com DOI CJAS The e ?ect of hospitableness and servicescape on guest satisfaction in the hotel industry Ahmad Azmi M Ari ?n Ehsaneh Nejad Nameghi Noor Izyana Zakaria Universiti Kebangsaan Malaysia Abstract This paper aims to investigate the in uence of hotel hospitality on hotel guest satisfaction along with the moderating e ?ect of the hotel servicescape on the relationship between hospitality and satisfaction In this preliminary study which involved hotel guests in Malaysia we employed a questionnaire survey as the main method of data collection The structural equation modelling CFA used to assess the model revealed a good ?t A hierarchical moderated regression analysis was performed and showed statistical support for the positive in uence of hotel hospitality on guest satisfaction as well as a positive moderating e ?ect of servicescape Copyright ? ASAC Published by John Wiley Sons Ltd JEL Classi ?cations L M Keywords hotel marketing hotel hospitality servicescape customer satisfaction Résumé Le présent article examine l in uence de l hospitalité hôteliére sur la satisfaction des clients et l e ?et modérateur de l environnement du service hôtelier sur la relation entre l hospitalité et la satisfaction Dans cette étude préliminaire menée auprès de hôtels malaisiens un questionnaire est utilisé comme principale méthode de collecte de données La modélisation par équation structurelle utilisée pour l évaluation du modèle met en évidence une parfaite adéquation L analyse de régression modérée hiérarchique fournit les preuves statistiques de l in uence positive de l hospitalité hôtelière sur la satisfaction des clients et de l e ?et modérateur positif de l environnement du service Copyright ? ASAC Published by John Wiley Sons Ltd Mots-clés marketing hôtelier hospitalité hôtelière environnement du service satisfaction du client Hospitality has been identi ?ed as a highly in uential supplementary service that can e ?ectively enhance the value of the core service Kandampully Lovelock Gummesson Wang For hospitality ?rms the hosting behaviour of the front line sta ? determines the competitive advantage The extent to which a hospitality establishment is able to o ?er hospitable service can be considered a unique selling proposition or strategic competitive advantage The challenge here however is to identify a distinctive way to strategically position the service o ?erings based on the hospitality attribute or dimension Please address correspondence to Ahmad Azmi M Arif ?n Universiti Kebangsaan Malaysia Graduate School of Business UKM-GSB Universiti Kebangsaan Malaysia Bangi Selangor Malaysia Email azmi ukm yahoo com In this study hospitality is conceptualized as the hosting behaviour that emphasizes the hospitability of the host-guest interpersonal relationship with the ultimate aim to create a memorable service experience Arif ?n Maghzi Lashley In today ? s economies as goods and services become commoditized the experiences that ?rms create for their customers matters the most As we are now living in the so called ??experience economy ? Oh Fiore Jeoung the quality of hospitality hosting