Award Date

1-1-2004

Degree Type

Thesis

Degree Name

Master of Science (MS)

Department

Hotel Administration

First Committee Member

Stowe Shoemaker

Number of Pages

103

Abstract

This paper investigates the area of emotional value by using the critical incident study method. Although many studies have investigated the importance of emotion in the hospitality industry, there has been a paucity of research that investigated what drivers or incidents make customers experience emotions. The main purpose of this study is to identify the critical incidents that lead to different emotional responses in a hotel setting. The specific objectives of this research are (a) to identify emotions that customers experience during their hotel stays, and (b) to identify critical incidents that lead to these emotional experiences. This information can then be given to hospitality executives so strategies and tactics can be developed to (a) prevent incidents that cause negative emotions and (b) "stage" incidents to develop positive emotions. The research will provide a framework not only for understanding meanings of emotion, but also for identifying critical incidents that create emotions.

Keywords

Applicability; Constructs; Different; Emotional; Hospitality; Industry

Controlled Subject

Marketing

File Format

pdf

File Size

2734.08 KB

Degree Grantor

University of Nevada, Las Vegas

Language

English

Permissions

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Identifier

https://doi.org/10.25669/5gbi-tgdq


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