Abstract
This paper (the first in a series of four) presents the findings of a study of the views of UK hotel managers. They were asked to give their assessment of their customers' perceptions of the importance of particular attributes when selecting a hotel and judging the quality of the service provided. A detailed review of the methodology employed and the sample selection is presented. Characteristics of the sample are explored, followed by the results of the attributional analysis. A discussion of the findings reveals the relative unimportance of some leisure and security attributes while the importance of service provider related attributes predominates. © 1997 John Wiley & Sons, Ltd.
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