Purpose – This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application. Design/methodology/approach – During a period of three months, tourists were...

Purpose – The purpose of this paper is to provide a typology of customer delight in the hotel industry. By doing so, it identifies patterns by which hotels delight their guests. The paper explores the Torres and Kline model in light of the data and proposes an addition to the model....