Hospitality Management Department

Guests Expectation and Memory Making

Hospitality Management Department

Faculty of Management

Vancouver Island University

 Introduction

         Hospitality is the friendly aspect to strangers and known guests with the intention of making them feel comfortable at your place (Ariffin & Maghzi, 2012). The hospitality industry is rated as the industry with the highest level of taste compared to other industries. It is the place where people choose their desires and pay for those cravings. Expectations and Satisfaction drive the hospitality industry. People often go to hotels and other hospitable places with the expectation that they will acquire services that meet their needs and will last in their minds as a result. If their expectations are met, a memory will be made and will haunt the individual to keep on visiting the place over and again (Gupta & Sharma, 2008). The paper will focus on a discussion as to why guests keep coming back at the same place while also recommending the site to others.

         Tourists are the customers to the hospitality industry. They are the people who establish hotels, restaurants, lodges, beaches and airline firms  (Usakli & Baloglu, 2011). These firms try to create good impressions to the tourists in order to initiate expectations in the minds of the guests. Tourists visit a place for various reasons, but among all reasons, they expect to have maximum enjoyment within the timeframe provided. In most scenarios, guests make tours in order to spend their leisure or find a place to transact business within the area (Gupta & Sharma, 2008). Visitors develop a taste to a particular place due to their consistency in visiting the place and can hence detect when things deviate. This is one of the instances where memories are made and later revisited in order to experience similar perception.

Literature Review

         The literature review is an interpretation of what has been published by accredited researchers and scholars on a certain topic that is being researched by the writer. It comprises current knowledge that includes utilitarian findings along with methodological and theoretical contributions to a particular subject matter. Our literature review will focus on past researchers that have been done on guest expectation and memory making.

         Ottenbacher et al. (2009) argued that hospitality is a moderately new research region that lacks definitional compromise. Ottenbacher et al.  (2009) proposed that hospitality intellectuals should emphasize on explicit sections within the industry, for instance, hotel industry along with diversity within the sections such as five-star rated hotels. In a five star hotel, there are more interactions the staff and the guests, and hence the servicescape, in this case, might be of more significance than for budget guesthouses.  This was driven by an effort to augment the validity of studies in hospitality.