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EN
Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.
EN
The Western Region, located in the Central Region of Portugal, has a vast and rich natural and cultural heritage allowing a wide range of tourist experiences. Consequently, the aim of this study is to analyse the tourist interests and motivations that lead tourists to visit the Western Region of mainland Portugal. In 2021, 355 individuals were surveyed through a questionnaire survey, mostly living in mainland Portugal. The results reveal that the preferences of respondents for the types of tourism they most like or would like to undergo in the Western Region are Sun and Sea Tourism, Leisure Tourism, Cultural Tourism, Adventure and Nature Tourism, and Gastronomic Tourism. This study may contribute to a better understanding of the tourists’ motivations to visit the Western Region, and may be an important contribution to the tourism management entities, in order for them to enhance and/or improve their offers in this region of Portugal.
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