Authors
Milou Los, X Lub, D Dekker
Publication date
2014
Pages
98
Description
This study illustrates the importance of the hospitable behaviour element within the hospitality industry and provides an overview of which behaviours describe hospitable behaviour from a guest perspective based on a content analysis from travel blog data. The analysis of 3597 reviews from high-rated hotels and 2687 reviews from low-rated hotels brought forward two keywords describing hospitable behaviour; friendliness and helpfulness. Results showed that helpful and attentive behaviour occurred more often in high-rated hotels than in low-rated hotels, whilst friendly behaviour occurred more often in low-rated hotels than in high-rated hotels. Furthermore, results suggest that hotel staff behaviours extra-role behaviors, or behaviours beyond what is formally required of staff occurred more in reviews of high-rated hotels. From an managerial perspective, based on these findings, employee selection and …