The set of satisfactions and dissatisfactions which a costumer receiver from hospitality experience .the satisfactions may be physiological (thirst, bed , warmth) , economic(value for many, credit ), social (company , service) and psychological ( self esteem,status,security)
Berger 1984, in Lockwood and Jones, is brief and to the point , arguing that hospitality is essentially the business of providing security and meeting the physical and psychological needs of guests