The purpose of this research is to examine various incidents relating to both delightful and terrible hospitality experiences in the hotel industry, using a qualitative research design. Critical incident analysis is conducted on data collected from 167 respondents in major tourist destinations of India. An open-ended questionnaire is developed for conducting in-depth interviews. Results reveal 16 interpersonal and 8 non-interpersonal factors responsible for customer delight and terrible experiences, affecting a consumer’s revisit intention and favourable recommendations. Some of the interpersonal factors include attractive voice, quick response and well dressed. The non-interpersonal factors are related to cleanliness, interiors, food and other physical evidence. A few critical limitations and future research directions are suggested. Some decisive implications for industry practitioners are also discussed. This study promotes interpersonal interactions between employees and customers by facilitating the effective use of technology. Society will also benefit from the effective implementation of such technology in the service industry. To the best of the author’s knowledge, no research has explored delightful and terrible customer experiences within the Indian hospitality industry.

中文翻译：

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客户满意度和糟糕的款待体验的定性调查

本研究的目的是使用定性研究设计来检查与酒店行业中令人愉快和糟糕的酒店体验相关的各种事件。对从印度主要旅游目的地的 167 名受访者收集的数据进行了重大事件分析。为进行深入访谈，开发了一份开放式问卷。结果揭示了 16 个人际因素和 8 个非人际因素导致顾客愉悦和糟糕的体验，影响消费者的重访意愿和好评。一些人际因素包括有吸引力的声音、快速的反应和穿着得体。非人际因素与清洁、室内、食物和其他物证有关。提出了一些关键的限制和未来的研究方向。还讨论了对行业从业者的一些决定性影响。这项研究通过促进技术的有效使用来促进员工和客户之间的人际互动。社会也将受益于这种技术在服务业的有效实施。据作者所知，没有研究探讨过印度酒店业中令人愉快和糟糕的客户体验。