Hospitality environmental factors: a study of the consumption experience of homosexuals in the Northeast of Brazil

Abstract

The overall goal of this research is identifying environmental factors in hospitality that lead the interviewed homosexuals to memorable consumer experiences at hotels and inns. This research was conducted under descriptive qualitative approach. According to this perspective, gays from two states of the northeast of Brazil were interviewed. The narratives were presented in order to enhance the formation of categories. Regarding results, it was observed that the experience of consumption is memorized as positive or negative due to the performance of factors related to service provision and infrastructure. Therefore, it was noticed that the hospitality servicescape influences the consumption experience of the interviewed homosexuals to a point that it becomes memorable.

Keywords

• Consumption experience
• Hospitality
• Homosexuals
• Experiential marketing
• Consumer subculture