What Disgusts Consumers in the Hospitality Industry: The Consumer Reaction to Environmental Contamination Model [Summary]


Because consumers do not have access to microbiological assessments of their environment, they rely on their perceptions of cleanliness and the possibility of environmental contamination. Perceptions about what defines “clean” also vary among individual consumers. A better understanding of consumers’ definitions of “clean” can help businesses wash, sanitize, launder, decontaminate, and otherwise cleanse their hospitality operations to better meet consumers’ expectations as well as their own operational standards. In fact, the difference in these two standards is an important aspect in research. Operations are responsible for ensuring that their environments are, in fact, properly cleaned and safe for consumers, in addition to meeting consumers’ expectations or perceptions for cleaning.

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