De sin vergüenza a sinvergüenza: caso de estudio entre cliente-hostelero en apartamentos turísticos

Greg Capel-Davies; María Gemma Sánchez González

doi:10.25145/j.pasos.2025.23.007

Authors

Greg Capel-Davies Universidad del País Vasco https://orcid.org/0000-0002-7416-170X
María Gemma Sánchez González Universidad de Extremadura https://orcid.org/0000-0003-1254-9933

DOI:

https://doi.org/10.25145/j.pasos.2025.23.007

Keywords:

shame, shameless, hospitality, benefits, ethical values

Abstract

Relationships between members of a social/cultural group have been a topic of study for decades, with shame being one main feeling generated from non-compliance with previously established norms, which may vary from one society and generation to another. Due to a fall in ethical values, the culture of complaints and the exchange of opinions, shame seems to have been diluted in several industries, especially hospitality, and therefore it has generated benefits for the client and negative feelings for the hotelier. The aim of this study was to analyse the close relationship between having no shame and calling someone shameless. The research instrument used for data collection was a questionnaire based on the Likert-scale with 5 response possibilities in relation to the hypotheses of this study and questions sent to a Whatsapp group. Through the method based on the structural equation model (SEM-PLS), a total of 116 responses from hoteliers were collected. The results revealed that not being ashamed to request extra services benefits guests, however it generates a negative word among hoteliers when referring to guests.

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