Leakage, entrepreneurship, and satisfaction in hospitality

Abstract

Tourism is a very important tool for economic development. However, its economic effects are mainly conditioned by the level of leakage. This work defines leakage, provides an original evaluation of the entrepreneurial environment in showing that it is the one with the lowest level of leakage, and creates a new framework. It also measures leakage in an innovative way using a quantitative approach. In addition, the paper explores and shows how leakage can affect critical business factors, such as customer and employee satisfaction. The empirical study uses structural equations and data from hotels in the Valencian Region (Spain) to show how important leakage is in making businesses more competitive. The results confirm the new model and are of interest for company managers and public organizations.

Keywords:

• leakage
• entrepreneurship
• tourism
• customer satisfaction
• knowledge industries