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| Tekijä: | Heide, M. Grönhaug, K. |
| Otsikko: | Key factors in guests' perception of hotel atmosphere |
| Lehti: | Cornell hospitality quarterly: hospitality leadership through learning
2009 : FEB, VOL. 50:1 p. 29-43 |
| Asiasana: | Norway hotel management service consumer satisfaction measurement |
| Kieli: | eng |
| Tiivistelmä: | Atmosphere has become salient factor explaining customer satisfaction among hotel guests. This study aims to measure the phenomenon of atmosphere. Article is based on an exploratory survey of 369 hotel guests at 6 Norwegian hotels. The results of the study identified four factors of atmosphere: distinctiveness, hospitality, relaxation and refinement. The most important for overall atmosphere was distinctiveness, while hospitality was the main factor for explaining guest satisfaction. |
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