136

APPENDIX 1

A SAMPLE OF THE QUESTIONNAIRE USED IN THE

EXPLORATORY SURVEY

SAINTGITS INSTITUTE OF MANAGEMENT

Dear Sir/Madam,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of
developing a booking scale for hotels. I feel that once the scale is developed,
luxury star hotels can use it to better understand, why their hotels are being
booked, for corporate rooms. Such a scientific scale development is attempted
for the first time ever.

Therefore I humbly request you to support this endeavor, with your

unbiased, true and open responses. I request you to kindly answer the likert
scale questions, by marking your responses.

I assure you that this survey will not take more than 5 minutes for you.
The data will be used only for academic purposes and will be kept
confidential.

Thanking you in advance,

Ajith Thomas,
Researcher Hospitality, ANNA University Coimbatore.
 137

QUESTIONNAIRE

1) Have you booked hotels in the luxury category (4 star and above), for
your company's guests? A) YES B) NO

2) If YES go to the next question; If NO, who books luxury hotels for
your company's guests? (Please suggest the name and email id of the
booker so that this survey can be send to.) ___________________

1 5
2 3 4
Items Strongly Strongly
Agree Neutral Disagree
Agree disagree
I feel that the hotel has very 1 2 3 4 5
good facilities supporting
their core services of rooms.
The looks of the hotel is 1 2 3 4 5
great.
I feel that the relationship 1 2 3 4 5
between me and the hotel
staff is very good.
The hotel always delivers 1 2 3 4 5
their promises.
There is always an 1 2 3 4 5
immediate response from the
staff members, at times of a
requirement at the hotel.
The hotel seems to be very 1 2 3 4 5
professionally managed.
The managers of this hotel 1 2 3 4 5
are very helpful.
I like the hotel facilities very 1 2 3 4 5
much.
I get very less or no 1 2 3 4 5
complaints for this hotel, if I
book my guests here.
 138

I feel that there is great 1 2 3 4 5

easiness, to get things done
at this hotel.
I love the ambience of this 1 2 3 4 5
hotel.
I use this hotel because of 1 2 3 4 5
the specific amenities in the
room, like Wi-Fi internet
access and in room safe
deposit locker.
There is space available for 1 2 3 4 5
recreation and exercising in
the hotel.
Various channels (hotel 1 2 3 4 5
websites, sales office,
reservations) can be used to
book the hotel.
The food is rated very good 1 2 3 4 5
in this hotel.
I consider brand of the hotel 1 2 3 4 5
important, to select a luxury
hotel.
The hotel offers positive 1 2 3 4 5
responses, to even last minute
changes and requests.
I consider cleanliness of a 1 2 3 4 5
hotel important, while
selecting a hotel.
The ambience of the 1 2 3 4 5
restaurant and bars is very
important, for me for
selecting a luxury hotel.
Late checkout options on a 1 2 3 4 5
complimentary basis, should
be available for at least a
few of my guests at the
hotel.
 139

Professionalism of staff 1 2 3 4 5
members is a major
consideration for me, while
selecting hotels, for my
guests stay.
I would like to showcase to 1 2 3 4 5
my guests, an associating
hotel, as my best possible
selection, in the town.
The service quality of the 1 2 3 4 5
hotel is considered
important, in selecting a
hotel.
The customer service 1 2 3 4 5
orientation of the hotel is
considered for selecting a
hotel.
I look for good lighting in 1 2 3 4 5
the room before selecting a
hotel for my guests.
The hotel checks, informs 1 2 3 4 5
and gets approval for any
changes that happen during
my guest stay.
The staff at the hotel is very 1 2 3 4 5
attentive for service delivery.
The hotel should provide 1 2 3 4 5
consistent service quality
each and every time.
There should be good 1 2 3 4 5
landscaping and good
ambience for any luxury
hotel.
I feel that the overall 1 2 3 4 5
impression about the service
of a hotel should be very
good.
 140

The aesthetics of the hotel 1 2 3 4 5

lobby area and the plushness
of the room is important for
me for booking rooms.
I am fully satisfied by the 1 2 3 4 5
way I do business with the
hotel.
My guests should feel that 1 2 3 4 5
the hotel services are good
value for money.
The guest should be satisfied 1 2 3 4 5
with the overall experiences
of the hotel.
I select a hotel based on the 1 2 3 4 5
guest status and his
entitlement in the company.
The hotel has attentive staff 1 2 3 4 5
members.
The overall restaurant 1 2 3 4 5
experience of the hotel is
good.
The hotel makes me feel that 1 2 3 4 5
I am a valued guest.
The guest rooms are 1 2 3 4 5
comfortable for relaxing.
The hotel has very good 1 2 3 4 5
sales representation.
The housekeeping of any 1 2 3 4 5
hotel should be very good.

1. Name? _________________________________
2. Gender? Male Female
3. Company? _________________________________
4. Designation title? _________________________________
5. Position in the company?
 141

1. Supervisor (eg. Executive secretary, Front office executive etc.)

2. Executive (eg. HR Executive, Sales Executive etc.)

3. Managerial (eg. Asst. Sales Manager, Head - HR, Manager (Purchase))

4. Senior Manager (eg. General Manager, VP etc.)

5. Other: Pls specify:__________________________

6. Email address: _______________________

7. Mobile number:_______________________

8. Age? a) 20-30 b)31-40 c)41-50 d) 51-60 e) above 60

9. How many years have you been booking luxury hotels?

a) last 1-3 year

b) last 4-6 years

c) last 7-9 years

d) last 9 - 12 years

10. When did you last give a booking for your guest, to a hotel, above 4
star category?

a) within a week

b) within 2 weeks

c) within 3 weeks

d) within a month

e) Other (please specify)___________________

11. Which hotel do you use the last time?

a) Le Meridien

b) Vivanta - Taj Malabar

c) Gateway - Taj Residency

 142

d) Trident Hotel

e) CGH Earth

f) Holiday Inn

g) Ramada Hotel

h) Dreams

i) Gokulam Hotel

j) The Renai

k) Avenue regent

l) Other (please specify)___________________

12. Which hotel do you rate as the best luxury hotel in Kochi?

a) Le Meridien

b) Vivanta - Taj Malabar

c) Gateway - Taj Residency

d) Trident Hotel

e) CGH Earth

f) Holiday Inn

g) Ramada Hotel

h) Dreams

i) Gokulam Hotel

j) The Renai, Cochin

k) Avenue regent

l) Other (please specify)___________________

 143

13. How many room nights does your company give in total, to all luxury
hotels (4 star and above) in Kochi in a MONTH? (Approximate
average figure).

(1 room for 3 nights is 3 room nights; 2 rooms for 1 night each is 2

room nights)

a) 1-5 room nights

b) 6-10 room nights
c) 11-15 room nights
d) 16-20 room nights
e) 21 - 25 room nights
f) Other

Thank you for your response. Ajith K. Thomas.

 144

APPENDIX 2

A SAMPLE OF THE QUESTIONNAIRE USED IN THE

CONFIRMATORY SURVEY

SAINTGITS INSTITUTE OF MANAGEMENT CONFIRMATORY

SURVEY - BOOKING SCALE DEVELOPMENT FOR LUXURY
HOTELS

Dear Sir/Madam,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of
developing a booking scale for hotels. I feel that once the scale is developed,
luxury star hotels can use it to better understand, why their hotels are being
booked, for corporate rooms. Such a scientific scale development is attempted
for the first time ever.

Therefore I humbly request you to support this endeavor, with your

unbiased, true and open responses. I request you to kindly answer the likert
scale questions, by marking your responses.

I assure you that this survey will not take more than 5 minutes for you.
The data will be used only for academic purposes and will be kept
confidential.

Thanking you in advance,

Ajith Thomas,
Researcher Hospitality, ANNA University Coimbatore.
 145

QUESTIONNAIRE

1) Have you booked hotels in the luxury category (4 star and above), for
your company's guests? A) YES B)NO

2) If YES go to the next question; If NO, who books luxury hotels for
your company's guests? (Please suggest the name and email id of the
booker so that this survey can be send to.)______________

1 5
2 3 4
Items Strongly Strongly
Agree Neutral Disagree
Agree disagree
I feel that the hotel has very good 1 2 3 4 5
facilities supporting their core
services of rooms.
The looks of the hotel is great. 1 2 3 4 5
I feel that the relationship between 1 2 3 4 5
me and the hotel staff is very good.
The hotel always delivers their 1 2 3 4 5
promises.
There is always an immediate 1 2 3 4 5
response from the staff members, at
times of a requirement at the hotel.
The hotel seems to be very 1 2 3 4 5
professionally managed.
The managers of this hotel are very 1 2 3 4 5
helpful.
I like the hotel facilities very much. 1 2 3 4 5
I get very less or no complaints for 1 2 3 4 5
this hotel, if I book my guests here.
I feel that there is great easiness, to 1 2 3 4 5
get things done at this hotel.
I use this hotel because of the specific 1 2 3 4 5
amenities in the room, like Wi-Fi
internet access and in room safe
deposit locker.
Various channels (hotel websites, 1 2 3 4 5
sales office, reservations) can be used
to book the hotel.
 146

The food is rated very good in this 1 2 3 4 5

hotel.
I consider brand of the hotel 1 2 3 4 5
important, to select a luxury hotel.
The hotel offers positive responses, 1 2 3 4 5
to even last minute changes and
requests.
The ambience of the restaurant and 1 2 3 4 5
bars is very important, for me for
selecting a luxury hotel.
Late checkout options on a 1 2 3 4 5
complimentary basis, should be
available for at least a few of my
guests at the hotel.
Professionalism of staff members is a 1 2 3 4 5
major consideration for me, while
selecting hotels, for my guests stay.
I would like to showcase to my 1 2 3 4 5
guests, an associating hotel, as my
best possible selection in the town.
The service quality of the hotel is 1 2 3 4 5
considered important, in selecting a
hotel.
The customer service orientation of 1 2 3 4 5
the hotel is considered for selecting a
hotel.
I look for good lighting in the room 1 2 3 4 5
before selecting a hotel for my
guests.
The hotel checks, informs and get 1 2 3 4 5
approval for any changes that happen

The hotel should provide consistent 1 2 3 4 5

service quality each and every time.
There should be good landscaping 1 2 3 4 5
and good ambience for any luxury
hotel.
The aesthetics of the hotel lobby area 1 2 3 4 5
and the plushness of the room are
important for me for booking rooms.
I am fully satisfied by the way I do 1 2 3 4 5
business with the hotel.
 147

My guests should feel that the hotel 1 2 3 4 5

services are good value for money.
The guest should be satisfied with the 1 2 3 4 5
overall experiences of the hotel.
I select a hotel based on the guest 1 2 3 4 5
status and his entitlement in the
company.
The hotel has attentive staff 1 2 3 4 5
members.
The overall restaurant experience of 1 2 3 4 5
the hotel is good.
The guest rooms are comfortable for 1 2 3 4 5
relaxing.
The housekeeping of any hotel 1 2 3 4 5
should be very good.

1. Name? Gender? 1. Male 2. Female

2. Company? _________________________________

3. Department _________________________________

4. Position in the company?

1. Supervisor (eg. Executive secretary, Front office executive etc.)

2. Executive (eg. HR Executive, Sales Executive etc.)

3. Managerial (eg. Asst. Sales Manager, Head - HR, Manager (Purchase)

etc.)

4. Senior Manager (eg. General Manager, VP etc.)

5. Others: Please specify:__________________________________

5. Email address: ________________Mobile

number:________________

6. Age? 1) <=30 2)31-40 3)41-50 4) >50

 148

7. How many years have you been booking luxury hotels?

1. Less than 1 year

2. last 1-3 year

3. last 4-6 years

4. last 7-9 years

5. > 9 years

8. When did you last give a booking for your guest, to a hotel, above 4
star category?

1. Within 1 to 7 days

2. Within 8 to 14 days

3. Within 15 to 21 days

4. Within 22 to 30 days

5. More than 30 days

9. Which luxury hotel do you use the last time in Cochin?

______________

10. How many room nights does your company give in total, to all luxury
hotels (4 star and above) in Kochi in a MONTH? (Approximate
average figure).

(1 room for 3 nights is 3 room nights; 2 rooms for 1 night each is 2

room nights) 1. <=72 2. 73-140 3. >=141

11. Which Industry does your company belong? _____________________

Thank you for your response. Ajith K. Thomas

 149

APPENDIX 3

DELPHI 1:DELPHI OF 7 SALES PROFESSIONALS

Sl. No. of years in No. of years in executive

No. Name Designation designation position
RESPONDE Complex General
1 NT 1 Manager 26 26
RESPONDE
2 NT 2 Sales Director 10 25
RESPONDE
3 NT 3 Sales Manager 10 15
RESPONDE
4 NT 4 Sales Manager 5 10
RESPONDE
5 NT 5 General Manager 5 20
RESPONDE Rooms division
6 NT 6 Manager 6 15
RESPONDE Head of HR & Sales
7 NT 7 Training 10 25
Average years of
experience = 19.43 years
 150

APPENDIX 4

SAMPLE LETTER TO MEMBERS OF DELPHI 1

Dear Mr. Respondent,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of
developing a booking scale. I feel that once the scale is developed, luxury star
hotels can use it to better understand why their hotels are being booked by the
bookers, for corporate rooms. Such a scientific scale development is
attempted for the first time ever. Therefore I humbly request you to support
this endeavor, with your unbiased, true and open responses.

I request you to kindly develop 15 questions and its theme and write it
on the attached response sheet. Examples of 2 questions and their themes are
shown below, as question numbers A and B. I request you to think like a
corporate room booker, who books your hotel, when you attempt to create the
questions. You may bring to your mind, some reasons that you think as to,
why the bookers book your hotel, when developing these questions.

You have been chosen for this exercise as you have been in this senior
executive position of luxury hotels, for a long period of time. I also believe
that your responses will be very valuable for my research.

All questions developed should be in a likert scale question style on

agreement and disagreement, as shown below. You are free to create several
questions in a single theme also. Should you wish to add more than 15
questions you may please do so.

Thanking you in advance,

Ajith Thomas,
Researcher Hospitality, ANNA University Coimbatore,
 151

Sample questions

QNo. Question Theme

A. The hotel is near to my office. Location

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
B. The hotel has very courteous staff members. Courteous staff

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

RESPONSE SHEET:
QNo. Question Theme
.
1. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
2. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
3. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
4. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
5. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
6. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
7. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
 152

8. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
9. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
10. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
11. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
12. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
13. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
14. ____________ _____________________________________________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
15. _____________ _____________________________________________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

Name of the respondent:

Designation:
Number of years in this designation:
Number of years in executive position in a Luxury hotel:
Company name:
Contact phone:
Email:
Please attach your visiting card here:
Please post this response sheet (page 2 and 3) to:
AJITH THOMAS, SAINTGITS INSTITUTE OF MANAGEMENT,
KOTTUKULAM HILLS, PATHAMUTTOM P.O., KOTTAYAM 686532
 153

APPENDIX 5

DELPHI 2: DELPHI OF 5 IHTAs

No. of years No. of Booking of

Sl. Name of the Company
Designation in hotel years in a luxury
No. booker name
booking the job hotel
1 Respondent 1 Branch Alkem 16 25
Manager last week
2 Respondent 2 Manager Augusta 20 30 last week -
Westland recent
3 Respondent 3 Manager - TCS 14 20
Admin recent
4 Respondent 4 Executive Nippon 18 24
Secretary recent
5 Respondent 5 Manager TCS-World 14 14
bank recent
AVERAG 16.4 22.6
E YEARS=
 154

APPENDIX 6

SAMPLE LETTER TO MEMBERS OF DELPHI 2

Dear Sir,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of
developing a booking scale for hotels. I feel that once the scale is developed,
luxury star hotels can use it to better understand why their hotels are being
booked, for corporate rooms. Such a scientific scale development is attempted
for the first time ever. Therefore I humbly request you to support this
endeavor, with your unbiased, true and open responses.

I request you to kindly develop 15 questions and its theme and write it
on the attached response sheet. Examples of 2 questions and their themes are
shown below, as question numbers A and B. I request you to think yourself as
if you are going to do a booking in a luxury hotel, when you attempt to create
the questions. You may bring to your mind, some reasons that you think as to,
why you book a particular hotel, when developing these questions.

You have been chosen for this exercise as you have been in this senior
executive position booking luxury hotels, for a long period of time. I also
believe that your responses will be very valuable for my research.

All questions developed should be in a likert scale question style on

agreement and disagreement, as shown below. You are free to create several
questions in a single theme also. Should you wish to add more than 15
questions you may please do so.

Thanking you in advance,

Ajith Thomas,
Researcher Hospitality, ANNA University Coimbatore,
 155

Sample questions

QNo. Question Theme

A. The hotel is near to my office. Location

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

B. The hotel has very courteous staff members. Courteous staff

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

RESPONSE SHEET:
Question No. Question Theme
1. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

2. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

3. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

4. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
 156

5. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

6. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

7. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

8. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

9. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

10. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

11. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

12. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

13. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

14. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
 157

15. ________________________________________ _____________

1 2 3 4 5
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

Name of the respondent:

Designation:
Number of years in this designation:
Number of years that you have been booking a luxury hotel:
Company name:
Contact phone:
Email:
Recent booking was done _____ days back in the following hotel:

Please attach your visiting card here:

Please post/scan this response sheet to:

AJITH THOMAS, SAINTGITS INSTITUTE OF MANAGEMENT,
KOTTUKULAM HILLS, PATHAMUTTOM P.O., KOTTAYAM 686532;
[email protected]
 158

APPENDIX 7

SAMPLE LETTER TO MEMBERS OF DELPHI 3

Dear Sir,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of
developing a booking scale for hotels. I feel that once the scale is developed,
luxury star hotels can use it to better understand why their hotels are being
booked, for corporate rooms. Such a scientific scale development is attempted
for the first time ever. Therefore I humbly request you to support this
endeavor, with your unbiased, true and open responses.

You have been chosen for this exercise as you have been in this senior
academic position and have widely travelled or have been booking luxury
hotels or have been associated with hotel/travel/tourism sector for a very long
period of time. I also believe that your responses will be very valuable for my
research. Below are some items, which have been developed as a result of a
Delphi technique. I would like to use these, in the development of a booking
scale. The plan is to use this items/construct in a likert scale on agreement and
disagreement.

I would like you to help me, ranking each item in terms of its relevance
to the particular component of the item/construct on a scale of one to five,
where ' 1 ' indicated the lowest and '5' indicated very high relevance. You may
click reply on this email and add your ranks in the column on the right side of
the construct/item. I have not sent it to many academicians and hence your
response is very important to me. Please help.

Thanking you in advance,

Ajith Thomas
Researcher Hospitality, ANNA University Coimbatore.
 159

APPENDIX 8

EXERTS FROM THE CODE BOOK DESCRIBING ITEMS

IN EXPLORATORY STUDY

CODE DURING
ITEM
ITEM DISCRIPTION EXPLORATORY
NUMBER
FACTOR ANALYSIS
Item 1 I feel that the hotel has very good I1
facilities supporting their core services of
rooms.
Item 2 The looks of the hotel is great. I2
Item 3 I feel that the relationship between me I3
and the hotel staff is very good.
Item 4 The hotel always delivers their promises. I4
Item 5 There is always an immediate response I5
from the staff members, at times of a
requirement at the hotel.
Item 6 The hotel seems to be very I6
professionally managed.
Item 7 The managers of this hotel are very I7
helpful.
Item 8 I like the hotel facilities very much. I8
Item 9 I get very less or no complaints for this I9
hotel, if I book my guests here.
Item 10 I feel that there is great easiness, to get I 10
things done at this hotel.
Item 11 I love the ambience of this hotel. I 11
Item 12 I use this hotel because of the specific I 12
amenities in the room, like Wi-Fi
internet access and in room safe deposit
locker.
Item 13 There is space available for recreation I 13
and exercising in the hotel.
 160

Item 14 Various channels (hotel websites, sales I 14

office, reservations) can be used to book
the hotel.
Item 15 The food is rated very good in this hotel. I 15
Item 16 I consider brand of the hotel important, I 16
to select a luxury hotel.
Item 17 The hotel offers positive responses, to I 17
even last minute changes and requests.
Item 18 I consider cleanliness of a hotel I 18
important, while selecting a hotel.
Item 19 The ambience of the restaurant and bars I 19
is very important, for me for selecting a
luxury hotel.
Item 20 Late checkout options on a I 20
complimentary basis, should be available
for at least a few of my guests at the
hotel.
Item 21 Professionalism of staff members is a I 21
major consideration for me, while
selecting hotels, for my guests stay.
Item 22 I would like to showcase to my guests, I 22
an associating hotel, as my best possible
selection, in the town.
Item 23 The service quality of the hotel is I 23
considered important, in selecting a
hotel.
Item 24 The customer service orientation of the I 24
hotel is considered for selecting a hotel.
Item 25 I look for good lighting in the room I 25
before selecting a hotel for my guests.
Item 26 The hotel checks, informs and gets I 26
approval for any changes that happen
during my guest stay.
Item 27 The staff at the hotel is very attentive for I 27
service delivery.
 161

Item 28 The hotel should provide consistent I 28

service quality each and every time.
Item 29 There should be good landscaping and I 29
good ambience for any luxury hotel.
Item 30 I feel that the overall impression about I 30
the service of a hotel should be very
good.
Item 31 The aesthetics of the hotel lobby area I 31
and the plushness of the room is
important for me for booking rooms.
Item 32 I am fully satisfied by the way I do I 32
business with the hotel.
Item 33 My guests should feel that the hotel I 33
services are good value for money.
Item 34 The guest should be satisfied with the I 34
overall experiences of the hotel.
Item 35 I select a hotel based on the guest status I 35
and his entitlement in the company.
Item 36 The hotel has attentive staff members. I 36
Item 37 The overall restaurant experience of the I 37
hotel is good.
Item 38 The hotel makes me feel that I am a I 38
valued guest.
Item 39 The guest rooms are comfortable for I 39
relaxing.
Item 40 The hotel has very good sales I 40
representation.
Item 41 The housekeeping of any hotel should be I 41
very good.
 162

APPENDIX 9

EXERTS FROM THE CODE BOOK DESCRIBING

REFINED PARSIMONIOUS SCALE ITEMS
(WITH REMOVED ITEMS DISPLAYED)

Item code in Scale items or Indicators of the Refined

confirmatory constructs parsimonious
survey scale
P1 I feel that the hotel has very good facilities PL1
supporting their core services of rooms
P3 I feel that the relationship between me and PL2
the hotel staff is very good.
P4 The hotel always deliver their promises. PL3
P5 There is always an immediate response PL4
from the staff members, at times of a
requirement at the hotel.
P6 The hotel seems to be very professionally PL5
managed.
P7 The managers of this hotel, are very PL6
helpful.
P8 I like the hotel facilities very much. PL7
P9 I get very less or no complaints for this PL8
hotel, if I book my guests here.
P10 I feel that there is great easiness, to get PL9
things done at this hotel.
P11 The food is rated very good in this hotel. PL10
P12 The hotel offers positive responses, to PL11
even last minute changes and requests.
P13 I am fully satisfied by the way I do PL12
business with the hotel.
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P14 The hotel has attentive staff members. PL13

P15 The overall restaurant experience of the PL14
hotel is good.
P16 The guest rooms are comfortable for PL15
relaxing.
C1 I use this hotel because of the specific CU1
amenities in the room, like Wi-Fi, internet
access, minibar, in room safe deposit
locker etc.
C2 Various channels (hotel websites, sales CU2
office, reservations) can be used to book
the hotel.
C3 I consider brand of the hotel important, to CU3
select a luxury hotel.
C6 I look for good lighting in the room before CU4
selecting a hotel for my guests.
C7 The hotel checks, informs and gets CU5
approval for any changes that happen
during my guest stay.
S3 The service quality of the hotel is SU1
considered important, in selecting a hotel.
S4 The customer service orientation of the SU2
hotel, is considered for selecting a hotel.
S5 The hotel should provide consistent SU3
service quality each and every time.
S6 There should be good landscaping and SU4
good ambience for any luxury hotel.
S7 The aesthetics of the hotel lobby area and SU5
the plushness of the room, is important for
me for booking rooms.
S8 My guests should feel that the hotel SU6
services is good value for money.
S9 The guest should be satisfied with the SU7
overall experiences of the hotel.
S11 The housekeeping of any hotel should be SU8
very good.
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P2 The looks of the hotel is great. removed

C4 The ambience of the restaurant and bars is removed
very important, for me for selecting a
luxury hotel.
C5 I would like to showcase to my guests, an removed
associating hotel, as my best possible
selection, in the town.
S1 Late checkout options on a complimentary removed
basis, should be available for atleast a few
of my guests at the hotel.
S2 Professionalism of staff members is a removed
major consideration for me, while
selecting hotels, for my guests stay.
S10 I select a hotel based on the guest status removed
and his entitlement in the company.
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APPENDIX 10

EXERTS FROM THE CODE BOOK DESCRIBING TRAITS

AND ITEMS IN THE RESULTS OF THE CFA

TRAIT STATEMENT
I feel that the hotel has very good facilities supporting
their core services of rooms
I feel that the relationship between me and the hotel staff
is very good.
The hotel always deliver their promises.
There is always an immediate response from the staff
members, at times of a requirement at the hotel.
The hotel seems to be very professionally managed.
PERSONAL TRAIT

The managers of this hotel, are very helpful.

I like the hotel facilities very much.
I get very less or no complaints for this hotel, if I book my
guests here.
I feel that there is great easiness, to get things done at this
hotel.
The food is rated very good in this hotel.
The hotel offers positive responses, to even last minute
changes and requests.
I am fully satisfied by the way I do business with the
hotel.
The hotel has attentive staff members.
The overall restaurant experience of the hotel is good.
The guest rooms are comfortable for relaxing.
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I use this hotel because of the specific amenities in the

room, like Wi-Fi, internet access, minibar, in room safe
deposit locker etc.
CUE UTILIZATION

Various channels (hotel websites, sales office, reservations)

can be used to book the hotel.
I consider brand of the hotel important, to select a luxury
hotel.
I look for good lighting in the room before selecting a hotel
for my guests.
The hotel checks, informs and gets approval for any
changes that happen during my guest stay.
The service quality of the hotel is considered important, in
selecting a hotel.
The customer service orientation of the hotel, is considered
for selecting a hotel.
The hotel should provide consistent service quality each
SURROGATE TRAIT

and every time.

There should be good landscaping and good ambience for
any luxury hotel.
The aesthetics of the hotel lobby area and the plushness of
the room, is important for me for booking rooms.
My guests should feel that the hotel services is good value
for money.
The guest should be satisfied with the overall experiences
of the hotel.
The housekeeping of any hotel should be very good.