Hospitality Meanings and Consequences Among Hotels Employees and Guests

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth interviews was used for data collection. The study findings reveal that hospitality definitions range from state of mind to service management oriented. Also, hospitality conception seems to have a pentagonal structure revolving around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. Besides, Mediterranean culture, satisfying and understanding guests’ needs appear to influence hospitality perceptions. Cultural sensitivity is a critical skill that may help hospitality providers in coping with guests’ cultural differences. Finally, hospitality perceptions may foster behavioral and affective loyalty.