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Hospitality Administration and Management
Gender differences, customer satisfaction, hotels, customer delight, consumer behavior, lodging
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Are There Gender Differences In What Drives Customer Delight?, Edwin Torres, Xiaoxiao Fu, Xinran Lehto
Are There Gender Differences In What Drives Customer Delight?, Edwin Torres, Xiaoxiao Fu, Xinran Lehto
Rosen Faculty Scholarship and Creative Works
Purpose– This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application.
Design/methodology/approach– During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres and Kline), a codebook was developed to determine the salient themes that emerged during the interview process. Interviews were coded independently by …