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| Author: | Brunner-Sperdin, A. Peters, M. |
| Title: | What influences guests' emotions? The case of high-quality hotels |
| Journal: | International Journal of Tourism Research
2009 : MAR-APR, VOL. 11:2 p. 171-183 |
| Index terms: | experience measurement emotions |
| Freeterms: | hotel guests flow |
| Language: | eng |
| Abstract: | The goal of this paper is to present an attempt to assess influences on customersÂ’ emotional states in the hotel industry. The survey was made by developing a research model for measuring flow experience during the consumption of activities in the hotel sector. To measure experience quality in holistic way the Experience Sampling Method (ESM) is adapted for the tourism industry. The findings of the study reveal that the hotel setting has strong influence on the emotional state of the guests and the staging of the service environment as well as the service process constitutes a crucial part of the hotel strategy. When consuming tourism products, tourists do not only expect professional services but also desire satisfying experiences. |
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