Original scientific paper
https://doi.org/10.20867/thm.31.2.1
From redundancy to delight: Towards optimized organizational outcomes
Hamada Hassan
orcid.org/0000-0003-3091-8544
; PhD, Assistant Professor, Pharos University in Alexandria; Canal El Mahmoudia Street, Beside Green Plaza Complex, 21648, Alexandria, Egypt Hotel Management Department
*
Ahmed Magdy
; PhD, Assistant Professor Pharos University in Alexandria; Canal El Mahmoudia Street, Beside Green Plaza Complex, 21648, Alexandria, Egypt Hotel Management Department
* Corresponding author.
Abstract
Purpose – This study expresses new insights into various stimuli that shape customers perceptions
towards services provided. Further, it expands our understanding of customer delight mediating
role between service redundancy and organizational outcomes within the hospitality context.
Methodology/Design/Approach – The data were obtained from 632 residents in five-star
branded hotels in Egypt. Further, applying stratified sampling method for hotels selection
while using and simple random sampling methods for respondents’ selection.
Findings – The results indicated that, service redundancy was negatively related to
organizational outcomes, while emotional customers delight mediating the relationship
between service redundancy and organizational outcomes.
Originality of the research – This study seeks a pioneering contribution of a model that is
based on expectation–disconfirmation theory in relation to the hospitality literature. Further,
by focusing on such theory the researchers pursue new insights into various stimuli that shape
customers perceptions towards services provided.
Keywords
Hrčak ID:
327396
URI
Publication date:
31.1.2025.
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