We conducted the empirical
research in high-quality
(i.e., first class, first class superior,luxury, and superior luxury) hotels located in Rome, Italy.
In 20 hotels we obtained the permission from hotel managers to interview 20 guests in each hotel.
A total of 400 potential respondents were approached, while 335 valid responses were obtained, thus achieving a response rate of 83.75%.
The respondents stayed in nine first class, three first class superior, three luxury, and five superior luxury hotels.
We collected the data through a structured questionnaire, which consisted of closed questions measured by 5-point Likert type scales.
The questionnaire was written in English, Italian