Perception of the Ambiance – Component of the Tourist Experience in the Hospitality Industry

Crismariu, O. D. & Tigu, G. (2019). Perception of the Ambiance – Component of the Tourist Experience in the Hospitality Industry. CACTUS - Journal of Tourism Business, Management and Economics, 1 (2).

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Licensed under CC BY-NC 4.0

Abstract

The ambiance in the hospitality industry is represented by the material, social or moral environment, where customers can enjoy the facilities. The correct perception of this has a very important role in creating a truthful experience. In the actual context, the customers are not willing to compromise anymore, accepting some services of bad quality. Because they have a various scale of restaurants and hotels, they are looking for good experiences, which means serving excellent food, sleeping in great places, living unforgettable moments in an agreeable surrounding, this way benefiting by the best services. The present paper is made of four components synthetically presented. The first one, named "Outlooks of client experience in the hospitality industry" contains the main aspects about what experience means in hotels and restaurants, the second one ”Hotel and restaurant ambiance – a tool used to outline the client experience" explains what ambiance is in the hospitality industry. The third part contains “Main components of hotel and restaurant ambiance”. In the last part named "The impact of hotel and restaurant ambiance over Romanian tourists" the results of two quantitative investigations are presented, applied to find out what characteristics related to the restaurant and hotel surroundings are influencing the creation of a positive experience. The aim of this investigation is to discover the importance of the perception of a restaurant and hotel's surroundings has in creating the experience of customers. The success in this meaning can come from a professional landing regarding a succession of surroundings factors, which can determine the improvement of the restaurants’ and hotels’ services.

Keywords

restaurant ambiance, hotel ambiance, client experience, design, client satisfaction, perception, ambiance in hospitality industry

JEL Classification

L83, L84, M1

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