Hotel safety and security services: understanding multi-criteria characteristics and guest satisfaction
by Savita; Vinay Rana; Shalini Singh
International Journal of Tourism Policy (IJTP), Vol. 14, No. 6, 2024

Abstract: The hotel industry across the world faced several inevitable occurrences of operational accidents, natural calamities, terrorist attacks, etc., which created severe concern among guests about the safety and security services that hotels provide. Understanding the multiple-criteria characteristics of hotel safety and security (HSS) services has become necessary for hotel practitioners. The Kano model approach has been applied to 33 identified HSS services, and post-analysis, 16 services have been categorised as must-be services, 6 services as one-dimensional services, and 11 services as attractive services. The results of this study provide crystal clear knowledge about the inclusion of enlisted HSS services that may increase guests' satisfaction.

Online publication date: Mon, 18-Nov-2024

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