Emotional connections of customers with lodging facilities

This survey was created based on an academic research for a senior thesis paper. It will be used to measure the impact emotions play in the consumers purchasing decision with a lodging facility. All of the collected information will be kept confidential and used only for statistical purposes. Thank you very much for your participation.

1. What region of the world are you from?

2. What sex are you?

Male

Female

3. What age group are you in?

4. What is your main purpose for traveling?

Business

Pleasure/Personal

Business and Pleasure equally

5. What type of accommodation did you use for your most recent hotel stay?

6. What was the length of your most recent hotel stay?

One night

Two nights

Three nights

More than three nights

7. How important is brand image when selecting a hotel for your stay?

8. A customer loyalty program makes you more attached to a particular hotel

9. Guests have different emotional reactions to staying in different types of hotels

10. Feeling comfortable is one of the key emotions in choosing a hotel

11. Feeling welcome is among the primary emotions in choosing a hotel

12. Feeling secure is among the main emotions in choosing a hotel

13. How likely are you to return to a particular hotel because you feel that you are emotionally connected to it?

Very Likely

Somewhat Likely

Neither Likely/unlikely

Somewhat Unlikely

Very Unlikely

14. What additional amount are you willing to pay to stay at that hotel

15. How likely are you to recommend your preferred hotel to a friend or relative? Would you say the chances are:

16. According to you, what is the role of employees for provoking strong and favorable guest affiliation with a brand?

17. How important is it to have hotel staff that speaks your native language?

18. If the staff at a hotel recognizes you by name during your stay this would make you feel more important

19. Do you agree or not agree with this statement:

For many customers, the quality of their clean room is magnified when the service personnel they interact with exhibit empathy, friendliness and a sense of caring

20. What role does the physical product play, as compared to personal service, in affecting your emotional experience?

21. How important is it for you the variety of facilities* that a hotel offers?

*Restaurants, bars, business center, swimming pool, fitness center, spa and salon, retail outlets

22. Do the style and the design of a hotel affect you emotionally?

23. If a hotel allows guests to bring their pets this would make them feel more comfortable

24. If a hotel allows guests to bring their pets this would make them willing to come back

25. According to you, how important are advertising and promotion in creating emotional expectations and experiences?

26. May the information provided be used in my research?

Yes

No

Brand Image