ABSTRACT
In every weakness, there is opportunity: low guest expectations can actually serve as opportunities for hoteliers. e most common conceptualization of how consumers’ satisfaction judgments are formulated is termed the expectancy disconrmation paradigm (EDP). According to EDP, if an individual’s actual experience falls short of expectations then s/he is le dissatised, but if an individual’s actual experience exceeds expectations then s/he is le satised [12]. In line with EDP logic, if guests possess low expectations, but circumstances mandate a consumption experience, such a scenario presents an opportunity to impress.
