Knutson, B. J., Beck, J. a., Kim, S., & Cha, J. (2008). Identifying the Dimensions of the Guest’s Hotel Experience. Cornell Hospitality Quarterly, 50(1), 44–55.
Four factors. Define each.
- This article identifies the underlying dimensions of aguest’s hotel experience, using data from a web-based survey of guests at a midwestern hotel and conference center.
- Eeighteen-item index consisting of four factors: environment, accessibility, driving benefit, and incentive.
- This four-factor structure of Hotel Experience Index also shows evidence of both convergent and discriminant validity.
- Critical dimensions of hotel experience:
Benefit: The advantage of the guest staying at the hotel, safety, reliability, consistency, location, fitness center, room service, business center, other utility
Convenience: Time based, Logical configuration of guest room and hotel facility, readily available amenities, ease in room booking
- Incentive: Price, Worth, including accumulating guest
- Environment: Stimulating, entertaining, motivating,
- interactive environment, consistent theme, from (Parasuraman et al., 1985) tangible dimension