Assessing Customers' Emotional Experiences Influencing Their Satisfaction in the Lodging Industry

Abstract

Abstract The objectives of this study were to revise the Consumption Emotion Set to be applicable in the lodging industry, specifically by excluding emotion descriptors unlikely to be experienced by hotel guests and by uncovering underlying dimensions of consumption emotions and to identify key emotion factors that have significant effects on customer satisfaction. The reliability, item-to-correlations, and factor structures indicated that seven factors and the 38-emotion item scale were statistically robust and showed the applicability of scale to the lodging industry. While there was no significant relationship between "worrisome" factor and satisfaction, six of the seven factors were found to be key determinants of satisfaction.