Abstract
This chapter studies Guest Delight and its roots in behavior and personality. Guest Delight can be distinguished from Guest Satisfaction as an emotional reaction in hospitality encounters. Achieving Guest Delight is important since it has been demonstrated to drive word of mouth and online reviews or electronic word of mouth and therefore leads to loyal customers. Our research has linked genuinely hospitable behavior, capable of producing Guest Delight, to the personality traits of extraversion and emotional stability. Hospitality companies, and hotel schools, should optimize the environment for staff and students with these hospitable personality traits to display their natural behavior.
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Dekker, D.M. (2018). Genuinely Hospitable Behavior in Education. In: Oskam, J.A., Dekker, D.M., Wiegerink, K. (eds) Innovation in Hospitality Education. Innovation and Change in Professional Education, vol 14. Springer, Cham. https://doi.org/10.1007/978-3-319-61379-6_5
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DOI: https://doi.org/10.1007/978-3-319-61379-6_5
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