Title: Hotel safety and security services: understanding multi-criteria characteristics and guest satisfaction

Authors: Savita; Vinay Rana; Shalini Singh

Addresses: School of Hospitality Management, IMS Unison University, Makkawala Greens Mussoorie, Diversion Road, Dehradun, Uttarakhand, 248009, India ' School of Hospitality Management, IMS Unison University, Makkawala Greens Mussoorie, Diversion Road, Dehradun, Uttarakhand, 248009, India ' School of Business, University of Petroleum and Energy Studies, Kandoli Campus, Pondha, Dehradun, Uttarakhand, 248007, India

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.

Keywords: hotel; safety; security; satisfaction; Kano model.

DOI: 10.1504/IJTP.2024.142703

International Journal of Tourism Policy, 2024 Vol.14 No.6, pp.609 - 624

Received: 23 Jan 2024
Accepted: 04 Apr 2024
Published online: 18 Nov 2024 *

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