Prior to the interviews, the companies were contacted by either telephone or e-mail
to explain the purpose of the study. All interviewees appeared to be open, positive and
interested in the topic. Notes were taken and a tape recorder was used (in full agreement with the respondents). After the interviews, responses were transcribed and
analyzed. The interviews, which lasted between 60 and 90 minutes, were conducted using a carefully developed interview guide, which included questions about the company (including history, size and main types of clients/guests) and the respondent (such as educational background and experience record). Subsequent sections of the interviews were aimed at tapping specific knowledge about the structure and significance of atmosphere. In addition, the interviews focused on the antecedents or drivers, i.e. insights – or more correctly, beliefs into how various factors (both design and human elements) can be combined to create the desired product as well as consequences of atmosphere, both in terms of benefits and risks.