Hospitality Personality and Behaviour

Hospitality Personality and Behaviour

About us

How can we help you identify and develop genuine hospitality?

Our research contributes to developing the hospitality industry’s core competence, lower staff turnover and higher guest satisfaction. We help the industry with professional development, selection  and performance of hotel and hospitality management students and professionals.

We aim to improve the interaction between guest and host in relation to the guest experience within the hospitality industry.

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Our Expertise

It is our mission to make the international hospitality industry more hospitable. This is done by helping the industry to enhance the performance and development of hospitality professionals and by selecting the most talented hotel management students at Hotelschool The Hague. Our research contributes to developing the industry’s core competence, lower staff turnover and higher guest satisfaction.

We investigate important questions such as:

  • How can the recruitment process of hospitality firms be improved?
  • How can hospitality professionals be selected using standardized and validated selection tests?
  • How can leaders motivate and train their staff to show hospitality behavior towards guests?
  • How can the person-environment fit of hospitality professionals be improved to enhance motivation, productivity and retention?
  • How can the selection process of hospitality students be improved?
  • What behaviors are regarded as hospitable by guests?
  • How can the guest experience with regard to the interaction between the guest and the host be enhanced within hospitality industry?

In order to answer questions like these we build on the latest knowledge contributions in Hospitality Management, Organisational Psychology and Human Resource Management.

In our research we make use of advanced qualitative methods and quantitative statistical methods such as:

  • Critical Incident Technique
  • Guest Journey Method
  • Confirmative Analyses
  • Structural Equation Modelling



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