Identifying and Measuring Customer Delight in the Hospitality Industry

Dalilis Escobar Rivera*, Martí Casadesús Fa, Alexandra Simon Villar

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review


The aim of this study is to identify customer delight by developing a research model and measurement scale in the hospitality industry that includes cognitive and emotional factors. The main analysis to support the research uses a confirmatory factor analysis, while collected data represent 186 tourism experiences in hotels and restaurants. The model describes a way to appraise memorable experiences by customers and the positive significance of emotions based on their needs. The authors argue that managing designed experiences and considering a customer's service ideal from the factors in the proposed model could be the basis for achieving customer delight in the hospitality industry.

Original languageEnglish
Pages (from-to)1-10
Number of pages10
JournalTourism Analysis
Issue number1
Publication statusPublished - 28 Jan 2021


  • Basic emotions
  • Customer delight
  • Hospitality industry


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