Executive Summary
Recently, the COVID-19 pandemic has further emphasized the importance of guests’ health, safety, and well-being in the hotel industry. Further, in today’s highly competitive environment, hotels must orchestrate memorable experiences for guests to realize their value and become ambassadors for the brand. The purpose of this research is to explore the antecedents (i.e., sustainable performance, safety, and health) and the outcomes (i.e., brand love, trust, and willingness to pay more) of customer delight. Surveys will be distributed to hotel guests and the results can provide insights and implications for scholars and practitioners to better understand the concept of customer delight.
Recommended Citation
Kim, Mi Ran; Lee, Eunsil; and Lee, Jisun
(2023)
"Guest Delight: The Influence of Sustainable Performance and Guests' Perceived Health and Safety,"
ICHRIE Research Reports: Vol. 8:
Iss.
2, Article 6.
Available at:
https://via.library.depaul.edu/ichrie_rr/vol8/iss2/6
