Surprise, Hospitality, and Customer Delight in the Context of Hotel Services

Abstract

The main purpose of this chapter is to investigate whether hotel hospitality mediates and/or moderates the relationships between surprise experience and customer delight in the context of hotel services. This study, involving 300 Malaysian and non-Malaysian hotel guests, employs questionnaire surveys as the main data collection method. The results indicate that there is a strong and positive relationship between surprise and customer delight, and hotel hospitality mediates and also moderates the abovementioned direct relationship.

Citation

Ariffin, A.A.M. and Omar, N.B. (2016), "Surprise, Hospitality, and Customer Delight in the Context of Hotel Services", Tourism and Hospitality Management (Advances in Culture, Tourism and Hospitality Research, Vol. 12), Emerald Group Publishing Limited, Leeds, pp. 127-142. https://doi.org/10.1108/S1871-317320160000012010