A good night’s sleep matters for tourists : an empirical study for hospitality professionals

Abstract

The most important service hotels provide to their overnight guests is a good environment for sleeping. Business and holiday travelers have different perceptions of what makes a good sleep environment, and these perceptions are associated with satisfaction levels and return intentions. We develop and test a research model for guest satisfaction by drawing on trait activation theory. The model examines, simultaneously, the interactions between three sleep management practices and two types of travelers. Using both qualitative and quantitative methods, we find that traveler type moderates the relationship between the three sleep management practices—bed amenities, room design, and room environment—and guest satisfaction, which ultimately influences guest return intentions. The results indicate that offering the appropriate sleep environment for different types of travelers enhances their satisfaction levels and intentions to return. Theoretical and practical implications are discussed.