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Modelling Customer Delight in Hotel Industry

Author

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  • Sinmoy Goswami
  • Mrinmoy K. Sarma

Abstract

It is not an exaggeration that the present-day competitive environment calls for continuous and consistent delivery of customer delight in any sector of the business. The studies conducted by separate researchers across different settings suggest the existence of a common model sequencing the events that lead to customer delight. This study attempts to empirically establish the model after conceptualizing it. Discriminant analysis is used as a basic tool to establish the relationship between different events using the data generated from a sample of repeat hotels guests. The results show that surpassing of expectations of the hotel guests affect their perception on pleasant surprises, which in turn affect their consequent happiness. Such happiness along with their perceived excitement and perceived positive feelings create a delighting experience for them. It is hoped that the findings shall encourage other researchers to test this model in different business environments.

Suggested Citation

  • Sinmoy Goswami & Mrinmoy K. Sarma, 2019. "Modelling Customer Delight in Hotel Industry," Global Business Review, International Management Institute, vol. 20(2), pages 405-419, April.
    • Handle: RePEc:sae:globus:v:20:y:2019:i:2:p:405-419
    DOI: 10.1177/0972150918825396
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    References listed on IDEAS

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    1. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    2. Lo, Andrew W., 1986. "Logit versus discriminant analysis : A specification test and application to corporate bankruptcies," Journal of Econometrics, Elsevier, vol. 31(2), pages 151-178, March.
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    Cited by:

    1. Kelly Carvalho Vieira & Guilherme Alcântara Pinto & Joel Yutaka Sugano & Eduardo Gomes Carvalho & Andre Grutzmann, 2025. "Does Network Effect Have an Influence on the Acceptance of Airbnb?," Global Business Review, International Management Institute, vol. 26(1), pages 194-208, February.
    2. Domagoj Nikoliæ & Andrea Mitroviæ, 2021. "How Guest Delight Affected Hotel Pricing before and during Covid-19 Pandemic," International Journal of Management, Knowledge and Learning, ToKnowPress, vol. 10, pages 85-96.

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