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1 2011

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Atrybutowość produktu hotelowego w trzyczynnikowej teorii satysfakcji

Smoleński M.

Ekonomia i Zarządzanie

2011

Vol. 3, no. 1

70-77

The paper presents findings of pilot research on the influence of individual product components, which create the atmosphere of the stay in the hotel, on reaching satisfaction from its consumption. The three-factor theory of customer satisfaction was used to define the influence of floral arrangements on the customers perception of overall hotel-product. Findings indicate the positive influence of floral arrangements, which affect the vast majority of hotel guests. Depending on consumer behaviour (mainly connected with purchase decisions) and on the degree of empathy in relation to the nature (mainly perceived importance of the nature in the life style), hotel guests define in a different manner the influence of floral arrangements on the creation of the atmosphere of consumption of overall hotel-product - depending on guest behavior, floral arrangements realise functions of the basic or bivalent or excitement factors. Additionally, findings indicate that the creation of atmosphere of overall product consumption should take place already on the expected level of hotel-product utilization. Presented results do not have a universal value, because of unrepresentative exploratory test. However, the findings can serve the elaboration of further research methodology on the influence of individual components, which create the atmosphere of stay in the hotel, on reaching the satisfaction from the consumption of overall hotel-product, with particular references to tourism market segmentation.