Abstract
ABSTRACT Insight into psychological mechanisms offers service organisations the opportunity to increase their hospitality performance. The present research shows that physical warmth positively contributes to people’s experience of hospitality. In a field experiment among 127 visitors to a theatre, the effects of cold versus hot drinks and furniture on the experience of hospitality were examined using the Experience of Hospitality Scale (EH scale), measuring the three experiential factors of hospitality: inviting, care and comfort. In line with embodiment theory, hot drinks positively influenced the experience of the care factor of hospitality in the theatre foyer by triggering the abstract metaphor of mental warmth. However, warm furniture showed no effect, which supports the assumption that the effects of short- and long-term exposure to physical warmth are different. This study is the first to show a relationship between physically warm objects and the experience of hospitality in a service-oriented environment.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
