Hospitality environmental factors: a study of the consumption experience of homosexuals in the Northeast of Brazil

Abstract

Esta investigación tiene el objetivo general de identificar los factores ambientales de la hospitalidad que impulsan los homosexuales entrevistados a vivieren experiencias memorables de consumo en los hoteles y hostales. Se utilizó el enfoque cualitativo de tipo descriptivo. Desde esta perspectiva, gays de dos Estados del Nordeste de Brasil fueron entrevistados. Los relatos se presentaron a fin de mejorar la formación de categorías. En cuanto a los resultados, se consideró que la experiencia de consumo se almacena como un rendimiento positivo o negativo debido a factores relacionados con la prestación de servicios y la infraestructura. Por lo tanto, se constató que el entorno de servicios de hospitalidad influye en el consumo de los homosexuales entrevistados a punto de hacerla memorable.

The overall goal of this research is identifying environmental factors in hospitality that lead the interviewed homosexuals to memorable consumer experiences at hotels and inns. This research was conducted under descriptive qualitative approach. According to this perspective, gays from two states of the northeast of Brazil were interviewed. The narratives were presented in order to enhance the formation of categories. Regarding results, it was observed that the experience of consumption is memorized as positive or negative due to the performance of factors related to service provision and infrastructure. Therefore, it was noticed that the hospitality servicescape influences the consumption experience of the interviewed homosexuals to a point that it becomes memorable.