The question investigating the expectations of business travelers concerning the hotel was
posed in the following way: “So you have a lot of experience with hotels within the .... star
category. What do you expect from ....-star hotels?” The question had to address the issue of
star grading, as it represents a major intervening variable in this question. The questions was
posed in open question format. The respondents were allowed to state as many factors as they
wanted to. After field work was finished, the statements were categorized. Under the heading
“cleaniness” e.g. statements like “hygiene”, “not dirty” were included. This categories are
used for the following frequency distribution.