Enhancers and tools to improve luxury customer experience: hotel managers’ perspective
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://ciencia.iscte-iul.pt/public/pub/id/18777 http://hdl.handle.net/10071/8378 |
Resumo: | This study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client contact and adaptation of services are enhancers of customer experience in luxury hotels. These enhancers together with gastronomy, decoration, spa & wellness, staff and social networks are the most mentioned elements, confirming efforts of hotels to integrate experiences as an important role for hospitality industry. As far as one knows, this is the first attempt to explore the perspectives of luxury hotel managers’ in creating customer experience using in-depth interview approach and content analysis. |
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Enhancers and tools to improve luxury customer experience: hotel managers’ perspectiveExperienceCustomersManagersLuxuryHotelsThis study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client contact and adaptation of services are enhancers of customer experience in luxury hotels. These enhancers together with gastronomy, decoration, spa & wellness, staff and social networks are the most mentioned elements, confirming efforts of hotels to integrate experiences as an important role for hospitality industry. As far as one knows, this is the first attempt to explore the perspectives of luxury hotel managers’ in creating customer experience using in-depth interview approach and content analysis.Universidade de Aveiro2015-01-26T16:15:41Z2014-01-01T00:00:00Z20142015-01-26T16:14:29Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://ciencia.iscte-iul.pt/public/pub/id/18777http://hdl.handle.net/10071/8378eng1645-9261Veríssimo, M.Loureiro, S. M. C.info: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:RCAAP2023-11-09T17:49:57Zoai:repositorio.iscte-iul.pt:10071/8378Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:24:35.714286Repositório 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 |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
title |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
spellingShingle |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective Veríssimo, M. Experience Customers Managers Luxury Hotels |
title_short |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
title_full |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
title_fullStr |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
title_full_unstemmed |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
title_sort |
Enhancers and tools to improve luxury customer experience: hotel managers’ perspective |
author |
Veríssimo, M. |
author_facet |
Veríssimo, M. Loureiro, S. M. C. |
author_role |
author |
author2 |
Loureiro, S. M. C. |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Veríssimo, M. Loureiro, S. M. C. |
dc.subject.por.fl_str_mv |
Experience Customers Managers Luxury Hotels |
topic |
Experience Customers Managers Luxury Hotels |
description |
This study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client contact and adaptation of services are enhancers of customer experience in luxury hotels. These enhancers together with gastronomy, decoration, spa & wellness, staff and social networks are the most mentioned elements, confirming efforts of hotels to integrate experiences as an important role for hospitality industry. As far as one knows, this is the first attempt to explore the perspectives of luxury hotel managers’ in creating customer experience using in-depth interview approach and content analysis. |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014-01-01T00:00:00Z 2014 2015-01-26T16:15:41Z 2015-01-26T16:14:29Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://ciencia.iscte-iul.pt/public/pub/id/18777 http://hdl.handle.net/10071/8378 |
url |
https://ciencia.iscte-iul.pt/public/pub/id/18777 http://hdl.handle.net/10071/8378 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1645-9261 |
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.publisher.none.fl_str_mv |
Universidade de Aveiro |
publisher.none.fl_str_mv |
Universidade de Aveiro |
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 |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
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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1799134808623808512 |