Exploring the implementation of technology amenities to enhance customer experience and satisfaction
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10362/163662 |
Resumo: | Technology in city hotels is becoming increasingly important to meet guests’ demands and gain a competitive advantage. Nevertheless, limited literature exists in this respect. Thus, this paper investigates the impact of technology in enhancing guest experience and satisfaction along the customer journey, including experience in co-working spaces, given their differentiating adoption by city hotels. Accordingly, four studies are conducted concerning the role of technology in marketing, hotel facilities, guest loyalty, and co-working spaces, targeting city hotels rated three- or four-starts. Both the viewpoints of customers, through online surveys, and general managers, through focus-group interviews, are utilized. Subsequently, studies’ results are conjointly resorted to attain the ultimate purpose of this paper to provide hoteliers with sound recommendations to enhance their business strategy. Findings showed that, although technologies are crucial for customer experience and satisfaction, city hotel general managers should excel at presenting a personalized service, while optimally balancing technology selfservices and human interactions, and offering differentiating products |
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Exploring the implementation of technology amenities to enhance customer experience and satisfactionCity hotelsHotel facilitiesTechnoogy amenitiesCustomer experienceCustomer satisfactionDomínio/Área Científica::Ciências Sociais::Economia e GestãoTechnology in city hotels is becoming increasingly important to meet guests’ demands and gain a competitive advantage. Nevertheless, limited literature exists in this respect. Thus, this paper investigates the impact of technology in enhancing guest experience and satisfaction along the customer journey, including experience in co-working spaces, given their differentiating adoption by city hotels. Accordingly, four studies are conducted concerning the role of technology in marketing, hotel facilities, guest loyalty, and co-working spaces, targeting city hotels rated three- or four-starts. Both the viewpoints of customers, through online surveys, and general managers, through focus-group interviews, are utilized. Subsequently, studies’ results are conjointly resorted to attain the ultimate purpose of this paper to provide hoteliers with sound recommendations to enhance their business strategy. Findings showed that, although technologies are crucial for customer experience and satisfaction, city hotel general managers should excel at presenting a personalized service, while optimally balancing technology selfservices and human interactions, and offering differentiating productsGuerreiro, SérgioMajor, EuclidesRUNFaria, Maria Calçado Carvalho Mendonça2024-02-16T14:34:58Z2023-01-202022-12-162023-01-20T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/163662TID:203314972enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:48:11Zoai:run.unl.pt:10362/163662Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:59:48.499137Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
title |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
spellingShingle |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction Faria, Maria Calçado Carvalho Mendonça City hotels Hotel facilities Technoogy amenities Customer experience Customer satisfaction Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
title_short |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
title_full |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
title_fullStr |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
title_full_unstemmed |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
title_sort |
Exploring the implementation of technology amenities to enhance customer experience and satisfaction |
author |
Faria, Maria Calçado Carvalho Mendonça |
author_facet |
Faria, Maria Calçado Carvalho Mendonça |
author_role |
author |
dc.contributor.none.fl_str_mv |
Guerreiro, Sérgio Major, Euclides RUN |
dc.contributor.author.fl_str_mv |
Faria, Maria Calçado Carvalho Mendonça |
dc.subject.por.fl_str_mv |
City hotels Hotel facilities Technoogy amenities Customer experience Customer satisfaction Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
topic |
City hotels Hotel facilities Technoogy amenities Customer experience Customer satisfaction Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
description |
Technology in city hotels is becoming increasingly important to meet guests’ demands and gain a competitive advantage. Nevertheless, limited literature exists in this respect. Thus, this paper investigates the impact of technology in enhancing guest experience and satisfaction along the customer journey, including experience in co-working spaces, given their differentiating adoption by city hotels. Accordingly, four studies are conducted concerning the role of technology in marketing, hotel facilities, guest loyalty, and co-working spaces, targeting city hotels rated three- or four-starts. Both the viewpoints of customers, through online surveys, and general managers, through focus-group interviews, are utilized. Subsequently, studies’ results are conjointly resorted to attain the ultimate purpose of this paper to provide hoteliers with sound recommendations to enhance their business strategy. Findings showed that, although technologies are crucial for customer experience and satisfaction, city hotel general managers should excel at presenting a personalized service, while optimally balancing technology selfservices and human interactions, and offering differentiating products |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-12-16 2023-01-20 2023-01-20T00:00:00Z 2024-02-16T14:34:58Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10362/163662 TID:203314972 |
url |
http://hdl.handle.net/10362/163662 |
identifier_str_mv |
TID:203314972 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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