Does hotel cleanliness correlate with surfaces guests contact?

Abstract

Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces. Design/methodology/approach This study used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent hotel guests using Amazon Mechanical Turk. Guests were asked to identify hotel surfaces that they touch most frequently. Actual hotel cleanliness was measured using empirical data collected with ATP meters. The two data sets were used to compare guests’ perceptions about the amount of contact they have with actual cleanliness measurements of those hotel surfaces. Findings This study found that amount of guest contact was related to cleanliness of surfaces in guestrooms. Significant differences were found in guest perception between high- and low-touch areas and between guestrooms and hotel public areas. More high-touch areas and higher ATP readings were found in guestrooms than in hotel public areas. Originality/value To the best of the authors’ knowledge this study is the first to compare guest contact with hotel surfaces to a scientific measure of hotel cleanliness. In addition, this study is unique because it assesses guest contact and cleanliness of public areas to provide a holistic view of hotel-cleaning needs. The study offers industry empirically based results from guest perception and scientifically based data that can be used to improve hotel housekeeping programs.

Effects of COVID-19 on hotel marketing and management: a perspective article

“…Many studies have considered overall hygiene and cleanliness as a principal determinant of travelers' hotel choices (Lockyer, 2005), guest satisfaction (Gu and Ryan, 2008), guest delight (Magnini et al, 2011), and guest loyalty (Barber and Scarcelli, 2010). However, scholars have rarely considered the hygiene and cleanliness of specific areas in a hotel (Park et al, 2019). The present paper thus recommends that researchers move beyond typical perspectives on the antecedents and outcomes of hotel hygiene and cleanliness to delve into guests' perceptions of the cleanliness of hotel surfaces (e.g., key cards, bed linens, light switches, and TV remotes) and other areas (e.g., air conditioning systems).…”

“…The present paper thus recommends that researchers move beyond typical perspectives on the antecedents and outcomes of hotel hygiene and cleanliness to delve into guests' perceptions of the cleanliness of hotel surfaces (e.g., key cards, bed linens, light switches, and TV remotes) and other areas (e.g., air conditioning systems). As noted, hotel surfaces receiving frequent human contact are more likely to be contaminated through touch (Park et al, 2019) and become sources of transmission of infectious diseases such as COVID-A more granular understanding of hotel cleanliness will assist hoteliers in streamlining their housekeeping procedures to ensure effective cleaning and sanitization of hotel properties.…”

Updates in service standards in hotels: how COVID-19 changed operations

“…Amid the explored physical servicescape factors, in recent research, cleanliness has been shown to have a noteworthy positive influence on customer satisfaction and loyalty (Lockyer, 2003;Park et al, 2019;Zemke et al, 2015). In the wake of COVID-19 and rising hygienic concerns, cleanliness is believed to be prominent physical evidence that can be considered an element of the service environment that requires management and updating to maintain sales and avoid customer dissatisfaction (Jiang and Wen, 2020).…”

Implementing ‘cleanliness is half of faith’ in re-designing tourists, experiences and salvaging the hotel industry in Malaysia during COVID-19 pandemic

“…For example, cleanliness is one of the factors influencing the selection of accommodation services where the risk of contamination by various viruses and bacteria still stays even if the hotel premises are cleaned properly (Zemke et al, 2015). For many years, researchers have been found investigating the significance of effective housekeeping systems and how this contributes to customer satisfaction but, with an increase in global travel, the importance of effective cleaning has been amplified manifolds (Park et al, 2019). Following regular and detailed cleaning/sanitation practices have become even more vital amidst this COVID-19 pandemic.…”