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Corporations in the hospitality industry have to succeed in creating experiences. This requires having a direct relationship with consumers and knowing their behaviour trends (i.e. through satisfaction questionnaires). This paper provides the results of a study of six Spanish hotel firms. Based on a face-to-face sample of interviews to 66 Spanish hotel managers and front-line reception employees, the findings suggest that employees’ corporation mission identification is highly correlated with customer identification outlined here through the percentage of satisfaction questionnaires filled.

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La experiencia en la relación entre los empleados de primera línea y los clientes: caso exploratorio sobre la identificación con la misión en la industria de la hotelería española