Academic literature on the topic 'Guest experience'
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Journal articles on the topic "Guest experience"
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Lloyd, John. "The Land Rover “Guest experience” marketing concept." Strategy & Leadership 49, no. 4 (August 12, 2021): 31–36. http://dx.doi.org/10.1108/sl-06-2021-0056.
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Purpose An experience marketing case: Land Rover Ltd. transformed the test drive into a personal learning and loyalty experience for their customers and potential customer “Guests” at a global network of Land Rover Experience Centres. Design/methodology/approach The Land Rover Experience platform, in the marketing role it has today, started to take shape in the late 1990s when the author and his associates began to craft it into a viable business strategy. As a case study, it offers executives a how-to guide to “marketing experiences.” Findings Land Rover enthusiasts and owners consider themselves Land Rover people but many need off-road training to familiarize themselves with all the car’s features used in rough terrain driving. Practical implications Two decades after pioneering the program, when the author retired in 2019, there were over 65 experience operations in place with more than one million Guests a year actively participating in Jaguar and Land Rover experience programs around the world. Originality/value The question for corporate executives should not be “How do we build Guest experiences into our marketing plan?” In many businesses the question needs to be “How do we build our marketing plan around rich and memorable Guest experiences?” Contribution to Impact
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Lo, Ada, and Michelle Au Yeung. "Brand prestige and affordable luxury: The role of hotel guest experiences." Journal of Vacation Marketing 26, no. 2 (October 15, 2019): 247–67. http://dx.doi.org/10.1177/1356766719880251.
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The concept of affordable luxury has elicited attention among hoteliers in recent years. This study developed and tested an instrument to measure hotel guest experiences of an affordable luxury hotel and investigated the influence of three dimensions of hotel guest experience on brand prestige (BP) namely physical environment (PE), guest-to-staff encounters (GSEs), and guest-to-guest encounters (GGEs). A total of 423 usable self-administered questionnaires were obtained from the guests of an affordable luxury hotel. Exploratory factor analysis and confirmatory factor analysis were used to reduce and confirm the measurement model of the proposed constructs, respectively. Structural equation modeling was adopted to test the proposed relationships. All three dimensions are significant antecedents of BP. PE is the most important, followed by GSEs, and then GGEs. A modified importance–performance analysis (IPA) was conducted by comparing the perceived performance and the derived importance of the guest experience attributes. This demonstrates how individual hotel can use the IPA to identify specific areas of improvement on the hotel guest experience attributes.
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Ugwuanyi, Chidera Christian, Samuel Ehimen, and Joseph Ikechukwu Uduji. "Hotel Guests’ Experience, Satisfaction and Revisit Intentions: An Emerging Market Perspective." April 2021, Volume 10(2) (April 30, 2021): 406–24. http://dx.doi.org/10.46222/ajhtl.19770720.108.
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This study aimed at investigating the guests’ experience dimensions and their effects on destination marketing bottom lines of satisfaction and revisit intention. This is borne of the overarching importance of customer experience (CX) which has been acknowledged by scholars and practitioners and understanding of the concept been sought from various sectoral perspectives. Admittedly, experience-based investigations in the hotel service sector have been scarce, particularly from a non-western context. The study utilised an intercept approach to collect data from 400 hotel guests in a city in Southern Nigeria. The research model and the formulated hypotheses were tested using partial least square structural equation model (PLS-SEM) with the aid of SmartPLS software. The study findings reveal that guest experience dimensions (utilitarian, hedonic and relational) have a positive and significant influence on guests’ revisit intention and satisfaction with the exception of hedonic experience whose relationship with satisfaction was statistically insignificant. Overall, the research model explained 56.5 per cent of the variance in guest satisfaction and 68.7 per cent on guest revisit intention. This study adds an empirically supported strategic direction for proper guest experience management in hotels from a non-western context.
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Thayarnsin, Sarinya La-ong-in. "THE IMPACTS OF INTERNATIONAL GUESTS' EXPERIENCE ON LOYALTY IN HOSTELS." Journal of Tourism, Hospitality and Environment Management 5, no. 21 (December 29, 2020): 224–41. http://dx.doi.org/10.35631/jthem.5210014.
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Customer loyalty plays a crucial role in the success of hostels in the competitive accommodation business market. This study aims to evaluate the roles of the tourist experience, memory, and image by examining their influences on the process of creating customer loyalty towards the hostels. The study adopts a quantitative approach. This study also draws a comprehensive data set (N=445) using a convenience sampling approach. The sample was international guests who have experienced in hostels in Bangkok, Thailand. The study employed confirmatory factor analysis and structural equation modelling to achieve the objectives. Findings from the structural analysis indicate a good fit for the proposed model. The findings also reveal that guest experience has significant associations affecting memory which in turn influences loyalty. Subsequently, the guest experience has a positive effect on the image which in turn influences loyalty. Consequently, the guest experience has a significant influence on loyalty. Several implications for theory and practice are discussed in this study.
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Buehring, Joern, and Barry O’Mahony. "Designing memorable guest experiences." Journal of Hospitality and Tourism Insights 2, no. 4 (November 5, 2019): 358–76. http://dx.doi.org/10.1108/jhti-11-2018-0077.
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Purpose Managing the customer experience is critical for hospitality businesses because business viability can depend on the delivery of valued guest experiences. The industry lacks research that can assist in developing the specific measures and tools to design experiences that meet guests’ expectations. The purpose of this paper is to identify the constructs and generators of memorable experiences (ME) from the perspectives of luxury hotel hosts and guests. Design/methodology/approach Data were collected in two sequential phases. In the first phase, non-probability sampling was used to engage luxury hotel experts in a Delphi study. This was followed by in-depth, face-to-face interviews with frequently staying luxury hotel guests. Findings In total, 40 value generating factors emerged from the host data. These were validated with guests; however, guests also revealed a further 19 value generating factors that develop ME. These factors were clustered into five constructs and formulated into a ME framework that presents the constructs and supporting variables that can facilitate memorable luxury hotel experiences. Research limitations/implications Guests were asked to recall previous luxury hotel experiences and it is acknowledged that recall of past experiences can be inaccurate. The sample size was also relatively small. Practical implications Critical, value generating factors were identified that hotel operators can employ to actively engage luxury hotel guests and ensure their experiences are memorable. Originality/value The study extends our understanding of the constructs and variables that contribute to the development of ME identifying the importance of sensory generators and the role of authenticity and destination specific culture in creating unique, ME. These key drivers can be used to increase guest satisfaction, loyalty and repeat visitation.
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Worsfold, Kate, Ron Fisher, Ruth McPhail, Mark Francis, and Andrew Thomas. "Satisfaction, value and intention to return in hotels." International Journal of Contemporary Hospitality Management 28, no. 11 (November 14, 2016): 2570–88. http://dx.doi.org/10.1108/ijchm-04-2015-0195.
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Purpose This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return. Design/methodology/approach Structural equation modeling is used to analyze data from a large global hotel chain. Findings Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return. Research limitations/implications The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings. Practical implications Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business. Originality/value Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.
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Aini Ma’asor @ Mansor, Myzatul, Ahmad Puad Mat Som, Aziz Amin, Yahaya Ibrahim, Norsuhaily Abu Bakar, and Yendo Afgani @ Eusoff. "Guest Satisfaction and Revisit Intention of Muslim Friendly Hotels in Malaysia." International Journal of Engineering & Technology 7, no. 4.34 (December 13, 2018): 173. http://dx.doi.org/10.14419/ijet.v7i4.34.23881.
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The hotel industry has remained one of the most competitive industries in the 21st century, and there is a great deal of study being done on guest satisfaction and the consequent effects it has on guest loyalty and financial performance. Many studies have demonstrated that hoteliers that have more satisfied guests experience higher guest loyalty and perform better financially compared to their competitors, ensuring continuity of their business in the long term. The overwhelming demand for quality products and services among Muslim travelers in recent years has led to the establishment of Muslim Friendly Hotels (MFH) in Malaysia and other Muslim countries. It is widely believed that Muslims perceive Islam as something more than just a religion - it is a way of life. Hence, the religion shapes their consumption behavior even during travel. Currently, very little research has examined the influence of satisfaction on revisit intention among guests staying at MFH, specifically in Malaysia. Preliminary findings from a survey of hotel guests indicate that there is a significant relationship between guest satisfaction and revisit intention, which further explains the importance of desirable hotel attributes in influencing hotel selection and a guest’s experience.
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Galičić, Vlado, and Slobodan Ivanović. "USING THE “LEARN MODEL” TO RESOLVE GUEST COMPLAINTS." Tourism and hospitality management 14, no. 2 (2007): 241–50. http://dx.doi.org/10.20867/thm.14.2.3.
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The demands of guest in the hospitality industry and their satisfaction with the services they have consumed have become a prevailing competitive tool. Today, the guest as an individual is capable of damaging the reputation of a hospitality service provider by telling others of his/her experiences of the shortcoming of services rendered and consumed. Complaints against hospitality establishments are often calls of attention to the need for improving not only the overall process of preparing and rendering service or one of its parts but also the entire way operations are organised in a hospitality facility. What guests really mind and what causes customer-defection is an indolent and negligent attitude of a hospitality establishment towards guest complaints. In principle, complainants do not have a negative view of a specific hospitality facility and most guests do not make formal complaints. Instead, they choose to simply leave a facility when something is not to their liking, never to return, and turn to the competition. The purpose of this paper is to explain how the objections and formally expressed complaints of guests can be transformed into stronger loyalty towards a hospitality facility or specific type of service, because guests who have seen their claims resolved in a satisfactory manner are very likely to tell others of their experience. To this end, the paper focuses on the LEARN Model for resolving guest complaints against hospitality services.
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Hevessy, Gábor, and Katalin Vargáné Csobán. "Guest satisfaction survey at the Aquaticum Debrecen Thermal and Wellness Hotel." Applied Studies in Agribusiness and Commerce 7, no. 1 (March 31, 2013): 53–56. http://dx.doi.org/10.19041/apstract/2013/1/9.
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Aquaticum Debrecen Thermal and Wellness Hotel is one of the most successful hotels in the North Great Plains region as well as in Hungary. The key to success lies in high level customer satisfaction. On the one hand only the satisfied guests will return to the hotel, on the other hand the guests’ positive or negative opinions will be shared with thousands of potential customers immediately by means of the Internet. Consequently, exploring the main factors of guest satisfaction has never been so important as nowadays. An online questionnaire system was introduced to the hotel in 2010, which resulted in an increased number of customer responses, thus it became possible to analyse the various aspects of customer satisfaction in a greater detail. In the present study the critical factors of guest satisfaction are analysed. We investigated the guests’ willingness to return to the hotel, and found that there is no significant difference between the guests’ gender, age, permanent place of residence and the fact if they travel alone or with a company and their willingness to return to the hotel, i.e. guest satisfaction. However, business travellers’ opinion significantly differs from the recreational travellers’ views concerning their return to the hotel. Business travellers are less satisfied and less willing to return. Furthermore, we investigated whether the problems experienced by the guests in the hotel influence the guests’ willingness to return to the hotel. We found that the guests who experienced problems are less willing to return. However, we also concluded that there was no significant difference in their willingness to return among those guests who experienced problems during their stay and these were efficiently handled, and those guests who did not experience any problem.
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Thal, Karen, and Simon Hudson. "Using self-determination theory to assess the service product at a wellness facility: a case study." Journal of Hospitality and Tourism Insights 2, no. 3 (September 23, 2019): 260–77. http://dx.doi.org/10.1108/jhti-03-2018-0020.
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Purpose The purpose of this paper is to propose and test a theoretical framework to identify the specific aspects of the guest experience at a wellness facility that contribute to well-being. Self-determination theory (SDT) is used as the theoretical framework. According to SDT, basic needs must be met in order for psychological well-being to be achieved. Thus, in addition to the services and amenities offered, the quality of interactions with staff and service providers are integral to wellness vacation outcomes or basic need fulfillment. Design/methodology/approach Psychological precursors, or basic needs, were estimated using structural equation modeling, and these precursors were significant with the model explaining considerable variation in the outcome variable, well-being. Findings The results suggest that guest experiences can be enhanced if management facilitates guest autonomy, helps guests develop a sense of mastery with respect to activities and encourages positive interactions between guests. Research limitations/implications Study limitations include the single venue used for data collection, sample size and a focus on exercise activities as a proxy for staff–guest interactions. Practical implications This study sheds light on an under-researched area, providing managerial guidelines for wellness tourism destinations with respect to service delivery. Originality/value This study extends the wellness tourism literature by suggesting a framework to assess the service product and optimize guest experiences within the niche wellness sector of the tourism and hospitality industry.
Dissertations / Theses on the topic "Guest experience"
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Coetzee, Zelmari. "Exploring consumer experiences in guest houses in South Africa : an experience economy approach." Diss., University of Pretoria, 2015. http://hdl.handle.net/2263/57298.
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In the last few years, the South African tourism industry grew steadily, and future growth is expected until 2020. Therefore, the sector anticipates an increased number of travellers that will use accommodation services in the next few years. However, very few South African guest houses operate at full occupancy due to the wide range of accommodation choices available, and therefore lose potential revenue. In light of the millions of potential guests, guest houses should offer a distinctive, meaningful guest house service to the modern-day guest who not only wants to feel, experience and be excited, but is also willing to pay for a memorable time. It is suggested that guest house operators take note of this era characterised by the principles of the experience economy, advocating that they apply them to their businesses by staging entertaining, educational, escapist and aesthetical opportunities to lead to satisfaction and quality. This study used a quantitative, explorative and descriptive research design to identify, describe and evaluate guests lodging experiences in guest houses in South Africa; and to determine the current application of the experience economy concepts. Fieldworkers employed purposive and snowball sampling to collect cross-sectional data from 340 guests and 39 guest house managers who completed different Likert scale questionnaires. Descriptive and inferential statistics were used to analyse data. Guest profiles were well spread over the demographic categories; age, gender, income, repeat or first-time guests and reason for travel (business/pleasure). The aesthetics dimension of the guest house proved most prevalent, followed by escapism, entertainment and education. The dimensions, escapism, entertainment and education should become the focus and must be intentionally created to improve guests experiences. The consequences dimensions of the experience all measured high. Satisfaction was most prevalent followed by value, arousal and memory constructs. Overall, guest houses are not creating specialised experiences for guests and much room for improvement exists, except for the aesthetic dimension that should be maintained. Unfortunately, guest house managers and guests were loath to participate in providing information and this affected the potential of the study. Hence it is suggested that alternative ways be found to collect data from guest houses for research purposes that would ensure insight that would assist in enhancing offerings in the guest house industry.Dissertation (MConsumer Science)--University of Pretoria, 2015.
tm2016
Food Science
MConsumer Science
Unrestricted
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Christou, Prokopis. "Achieving guest satisfaction through the agritourism experience : the case of Cyprus." Thesis, Nottingham Trent University, 2010. http://irep.ntu.ac.uk/id/eprint/48/.
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Tourism is being appreciated for its plentiful positive (e.g.) economic impacts upon worldwide destinations. Even so, its uncontrolled development has caused a number of negative (e.g.) sociocultural effects which have led to the concept of tourism sustainability to be in the spotlight. Rural tourism was sought by global destinations as a sustainable form of tourism which could revive rural communities. One such destination which sought tourism diversification while acknowledging the potential benefits of rural tourism is the Mediterranean island of Cyprus. Being concerned with uncontrolled tourism development especially in the coastal areas, the official bodies of the island implemented the agritourism program. Through its promotion the destination sought tourism diversification and economic regeneration of the countryside. However, the success of the program may be argued, on the basis that it has only achieved low occupancy rates. In view of this, researchers note that the success of any tourism sector requires guest satisfaction achievement. Yet it appears evident that there is a lack of an investigation of agritourist satisfaction, while the answer to the question ‘how can agritourist satisfaction be achieved’ still remains elusive. In fact it seems that the agritourist satisfaction process has escaped the attention of global tourism researchers and demands further exploration. Knowledge gaps can be detected in the three stages involved in this process: the ‘pre-travel’, ‘at-the-destination’ and ‘meta/post-travel’ stages. This is reflected in worldwide academics’ incessant demands for additional research in the area of agritourist satisfaction and the need to appreciate agritourists in terms of what motivates them to travel, what they value the most while at the destination and what their post-travel behavioural intentions are. That being established, this study entails an ethnographic investigation of the agritourist satisfaction process by using the island of Cyprus as a case study. The purpose of the study is to investigate the satisfaction process of agritourists with the intention of gaining further insights about these tourists and provide in no uncertain terms an answer to the question of how their satisfaction can be achieved. For this reason the researcher employs ethnographic techniques as a shift from traditional tourism research in order to get as close as possible to those under investigation. The methodological approach involves a combination of informal interviews, dozens of casual conversations, an active participation in the daily lives of the participants (agritourists) as well as an observation of their daily routine. The ethnographic study which lasted more than a year was brought to an end once some degree of redundancy was achieved. Fieldwork findings reveal for the first time several niche groups of agritourists (e.g. ‘authenticity seekers’ and ‘gastronomics’) who have been pin-pointed based on the occasion for visiting the rural areas. Agritourists appear to be well informed in regards to their upcoming experience. The differing occasion for countryside visitation, the information derived from various sources as well as past experiences, all append towards the formation of agritourists’ expectations which are found to differ according to the individual. Different sub-groups of guests focus their attention on dissimilar offerings while at the rural setting, hence, different factors are critical for the success of differing occasions. Agritourists seem to take for granted both ‘tangible’ and ‘intangible’ aspects of their experience. The destination hence is faced with the challenging task of addressing and satisfying basic/low and high needs and expectations of a well informed, sophisticated and demanding market. General satisfaction was only expressed by those who felt that they had covered their physiological and psychological needs and expectations while on top of that experienced the unexpected pleasant element. Of note is the fact that revisit intentions were only expressed by those who remained satisfied with their experience. The findings lend a hand to the provision of important and specific recommendations towards international rural destination managers and practitioners (e.g. hosts). The study provides useful guidelines on how to cover the basic and high needs and expectations of agritourists and how to pleasantly surprise them. These suggestions are of great value to those involved in the rural tourism sector since through these they may satisfy and foster the positive behavioural intentions of their guests. Finally, the research findings contribute to the existing body of tourism knowledge by providing novel information regarding the psycho-synthesis of agritourists and their satisfaction process.
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Matthew, Sean J. "A Study of Large Hotel Occupancy Rates on the Island of St. Lucia." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2496.
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Over the past several years, some hotels in St. Lucia, Caribbean have experienced declining occupancy rates and revenues. The failure of general managers of large hotels on the island to increase and sustain occupancy levels may threaten the economic stability of the island. The purpose of this multiple case study was to explore strategies that general managers from 3 large hotels on the island in St. Lucia have used to increase and sustain occupancy levels in their hotels. The general managers selected for each case had over 15 years of experience in managing large hotels in St. Lucia. The conceptual framework applied in this study was system theory. Data were collected from hotel general manager interviews, review of government gazettes, select social media sources, and personal hotel property observations. The results of the interviews were analyzed and coded. Review of documents and property observations provided supporting information that corroborated the findings of the interviews. Methodological triangulation and member checking were used to interpret and analyze the data. At the conclusion, the following 4 theme collations were identified: marketing, air transportation, guest experience, and product development. The conclusions yielded that increased occupancy rates were dependent on the alignment of the hotel operational model, the services provided, and meeting customer expectations. Implications for social change include the possible creation and sustaining of new jobs in the hotel sector as well as in other possible sectors, such as construction, financing, and material supplies.
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Bayet-Robert, Philomène. "Approche exploratoire de l’expérience de repas gastronomique - éléments mémorisés et familiarité client : Le cas des Grands Chefs Relais & Châteaux." Thesis, Lyon 3, 2011. http://www.theses.fr/2011LYO30083.
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Cette recherche exploratoire s’articule autour du concept d’expérience client et de sa mémorisation dans le contexte de la restauration gastronomique, spécifiquement dans les restaurants des Grands Chefs Relais & Châteaux. Cette thèse a pour objectif de comprendre ce qui constitue une expérience de repas gastronomique via l’étude des éléments mémorisés par les clients. Un dispositif méthodologique en trois temps est mis en place : deux phases d’entretiens qualitatifs (n=65) et une phase quantitative (questionnaire administré en ligne, n=1855). Les échantillons sont structurés autour du critère de langue (francophone, anglophone et germanophone) et de la fréquence de consommation. L’analyse des données collectées permet de dégager d’une part les rubriques qui composent l’expérience mémorisée par les clients, d’autre part de mesurer l’influence de la familiarité individuelle sur l’interprétation des composantes de l’expérience de repas. Ce travail aboutit à l’élaboration d’un outil opérationnel à destination des Grands Chefs et des managers de restaurantsThis research is integrated into the guest experience concept and its memorization in the area of Grands Chefs Relais & Châteaux’ restaurants. This thesis aims to understand the constitution of a gourmet meal experience according to guests’ memories. A three-step methodological approach is set up: a double qualitative phase (interviews, n=65) and a quantitative phase (on-line questionnaire, n=1855). Samples are structured regarding languages (French, English and German) and consumption frequency. Data analysis permits to identify categories describing a meal experience as memorized by guests, and to measure the influence of individual familiarity on the interpretation of experiential components. This work leads to the elaboration of an operational tool dedicated to Grands Chefs and restaurant managers
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Peelo, Sheila J. "'On being held captive by the unwelcome guest' : NCS practitioners' experiences of working with the victim-self." Thesis, Middlesex University, 2016. http://eprints.mdx.ac.uk/21258/.
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This research was set up in order to examine therapeutic practice with victimisation relating to clients abuse as children. The central concern of the study focused on how the victim aspect of the self, or the ‘victim-self’, impacts therapeutic practice and what the corresponding practitioner response is. This interaction provides clues to the way practitioners construct victimisation and whether this contributes to the client’s victim-self and victimisation. The second important concern of the project was to evaluate the learning achieved through collaborative researching. Taking a participatory action research approach to researching, I set up a co-operative inquiry group with five counsellor/therapist colleagues in the National Counselling Service in Ireland. The inquiry group’s stated aim was to change practice relating to the victim-self presentation. The inquiry and evaluation transcripts were analysed using a constructivist grounded theory method and preliminary findings were presented to the group for consultation and revision, in keeping with the multi-voiced philosophy of co-operative inquiry. Preliminary and intermediate findings were presented to my peers at conference to further develop their credibility and trustworthiness. The findings indicate that practitioners constructed the victim-self as a positional phenomenon, which acts both internally and in the world to protect, defend and control. The victim-self positions frequently exert a bind on practitioner agency resulting in urgent actions. The study revealed that practitioners moved through a stage process in addressing the bind. As a consequence, practitioners found a change in agentic functioning and empathic connection to victimisation. The findings suggest that the victim-self is poorly understood psychologically. Furthermore, there is a gap in awareness about the potential for practitioners to contribute to victimisation and further reduce client agency. It further suggests that therapeutic practitioners require specific forms of supervision in order to manage and transform the impact upon them of victimisation.
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Benmore, Anne V. "The host-guest relationship and 'emotion management' : perspectives and experiences of owners of small hotels in a major UK resort." Thesis, University of Bath, 2010. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.539432.
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This thesis explores how the owners of 21 small hotels in a major UK resort perceived and experienced emotionalities surrounding the host-guest relationship, with a particular focus on employment of emotion management. The experiences of the owners of 5 large family hotels and the manager of a large corporate hotel were also captured in this study to provide an additional complementary ‘layer’ of data. I employed narrative inquiry using semi-structured interviews to gain insights into how participants constructed and negotiated the host-guest relationship through emotion management. I was also interested in uncovering the wider emotionalities of contextual influences that might impact on that relationship, such as hoteliers’ motivations and values. Adopting an inductive approach, my research was primarily informed by my interpretation of the concepts of ‘emotion management’ and the ‘host-guest relationship’. Further, and consistent with this cross-disciplinary approach, the lenses of ‘power’ and ‘identity’ enhanced my understanding of research participants’ experiences, particularly since these phenomena themselves play a role in the manifestation of both ‘emotion’ and ‘hospitality’. Whilst emotion management in its pecuniary form, as emotional labour, has been well documented in the corporate hotel sector, its manifestation in the smaller setting has been less clear. What I discovered in this study was that owners of small hotels employ an intriguing mix of emotion management strategies within a range of host roles adopted to establish and manage the boundaries of the host-guest relationship. An over-arching theme that emerged from the study was owners’ concerns about guest suitability, particularly with regard to the ‘dirty work’ and/or ‘risky work’ they could present. A key influencing factor here was that the hotel also constituted the owner’s ‘home.’ For the ‘suitable ‘guest, hoteliers could demonstrate considerable scope for hospitableness through philanthropic and personalized emotion management. Hence what seemed to emerge was an image of the small hotel owner as an autonomous flexible emotion manager, relatively free to engage in human connectedness with the guest and capable of eschewing the strictures of customer sovereignty that can envelop corporate counterparts. Host-guest relationships that emerged generally appeared to satisfy both parties and were often long lasting, even taking on the status of ‘friendships,’ where host and guest engaged in reciprocal appreciation that seemed ‘natural’ and spontaneous.
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Kim, Sunghyeon. "Dick's last resort restaurants: a unconventional theme "bad service" becomes unique experience for guests." Honors in the Major Thesis, University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/858.
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The hospitality industry has focused on increasing customer satisfaction by offering services that are generally described as flawless, courteous, and friendly. Dick's Last Resort restaurants, however, are distinguished by intentionally staged erroneous, obnoxious, and rude services that nevertheless provide a unique experience for customers. This unconventional service theme might work for some customers but not for others. This study focuses on exploring the factors that lead to customer satisfaction and dissatisfaction at Dick's Last Resort restaurants. In addition, customer satisfaction levels are examined according to gender and location. Using the modified critical incident technique, 518 online reviews were analyzed through a categorization process. The results of this study suggested that "overall theme experience" and "employee performance" are the most important factors in determining customer satisfaction and dissatisfaction. However, the findings suggest that there is no satisfaction rate difference by customers' gender and restaurant's location. The study's limitations and managerial implications for future research are discussed.B.S.
Bachelors
Rosen College of Hospitality Management
Hospitality Management
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Wu, Naomi. "A LONG-DISTANCE RELATIONSHIP : RECONNECTING HOTELS WITH THEIR GUESTS VIA INTUITIVE DESIGN." Thesis, Umeå universitet, Institutionen för psykologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-150792.
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Currently for travel planning, guests will research via hotel websites while still preferring to book through third-party sites, which leads to a disconnect between hotels and their guests. A chat widget artifact that is added onto the hotel’s website and linked through messaging applications was created by a start-up company, Bookboost, to bridge this gap. The current intuitiveness of the artifact and future improvements that may increase intuitiveness was investigated through a case study of user and expert analysis. 10 participants – 5 hotel staff users and 5 guest users – were sampled at hotel lobbies via systematic sampling and non-random sampling. Participants ranged in age from 18 to 65 years old, with 30% being millennials. Task analysis, an interview, and a questionnaire were used for user analysis. The researcher acted as an evaluator and examined the artifact for flaws and possible improvements using activity theory’s human-artifact model (HAM). Analyses suggest that current intuitiveness is fairly high, but there is room for improvement. There seems to be a difference between millennials and non-millennials, especially regarding the amount of time taken and preference for the artifact (versus more familiar methods for communicating with others). Interest and comfort in technology usage was a factor in intuitiveness. Generally, those more comfortable with technology had higher zone of proximal development (ZPD) scores. Improvements have been suggested that may increase artifact intuitiveness, although this was not tested due to the scope of the study. Future research can continue to examine if the suggested improvements have indeed increased intuitiveness in the artifact for users of all ages.Vid reseplanering brukar gäster ofta undersöka hotellwebbplatser men sedan ändå föredra att boka via tredjepartssidor, vilket leder till en klyfta mellan hotellen och deras gäster. För att överbrygga detta gap har startupföretaget Bookboost skapat en chattwidget (artefakt) som läggs till på hotellets webbplats och länkas till användarnas chattappar. Denna artefakts nuvarande intuitivitet och möjlighet till framtida intuitivitetsförbättringar undersöks genom en fallstudie av upplevelsen hos både experter och vanliga användare. 10 deltagare – 5 hotellmedarbetare och 5 gäster – rekryterades via förfrågan i hotellfoajéer utifrån ett systematiskt urval och icke-slumpmässigt urval. Deltagarna varierade i ålder från 18 till 65 år, med 30% inom milleniegenerationen. Uppgiftsanalys, intervju, och frågeformulär tillämpades i användaranalysen. Forskaren fungerade som utvärderare och undersökte artefaktens brister och möjliga förbättringar med hjälp av aktivitetsteorins human-artifact model (HAM). Analyserna tyder på att dagens intuitivitet är ganska hög, men att det finns utrymme för förbättringar. Det verkar finnas en generationsskillnad mellan äldre och yngre användare, särskilt när det gäller tidsåtgången och preferensen för artefakten (jämfört med mer välbekanta kommunikationsmetoder). Intresset för och komforten med teknologianvändning var en faktor i intuiviteten. I allmänhet uppnådde de som var mer bekväma med teknik en högre poäng i zonen för proximal utveckling (ZPD). Förbättringar som kan öka intuitiviteten för artefakten föreslås, även om prövandet av dessa inte ryms inom ramen för denna studie. Framtida forskning kan undersöka om de föreslagna förbättringarna verkligen ökar artefaktens intuitivitet för användare i alla åldrar.
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Bunzel, Dirk. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20031121.101443/index.html.
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Thesis (PhD) -- University of Western Sydney, 2000.Includes index. "November 2000" "Submitted in fulfillment of the requirements for the degree, Doctor of Philosophy, University of Western Sydney" Bibliography: leaves 321- 345.
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Emin, Yad. "Jämförelse av Game User Experience Satisfaction i VR och på skärm." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-166649.
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Syftet med denna masteruppsats var att undersöka skillnaden i Game User Experience Satisfaction (GUESS) vid användning av SimProv, både i VR (Oculus Rift) och på skärm. SimProv är en spelliknande klassrumssimulation. Studien avsåg även finna potentiella problem som användaren kunde stöta på under testsessionen. För att kunna undersöka och utvärdera detta behövde SimProv vidareutvecklas. Vidareutvecklingen utfördes genom att använda spelmotorn Unity med PlayMaker, som är ett visual scripting språk, tillsammans med att följa rekommendationer som finns för UI- och User experience-design för VR-spel. Inomgruppsdesign med 30 deltagare användes som testmetod. Hälften av deltagarna fick antingen börja med att spela på skärm eller i VR med Oculus Rift. Efter varje spelsession fick deltagarna fylla i den nya psykometrisk validerade skalan Game User Experience Satisfaction Scale (GUESS), som består av nio subskalor. Avslutningsvis kunde deltagarna fylla i två fritextfrågor genom ett digitalt formulär, om de potentiella problem de stött på vid respektive spelsession. Då GUESS är en ny skala har få studier av denna typ utförts. De få studier som har utförts pekar åt olika håll i frågan om spel bör utvecklas i VR eller inte. Resultaten från denna studie, som utfördes med tvåsidig hypotesprövning med t-test, visade inga signifikanta skillnader mellan VR och skärm. Endast en subskala, Play Engrossment, visade signifikant skillnad för VR. De textbaserade resultaten som analyserades med tematisk analys visade att majoriteten av deltagarna föredrog VR, men att alternativen i spelet upplevdes som begränsande.The aim of this Master’s Thesis was to find out the difference in Game User Experience Satisfaction (GUESS) when using SimProv, both in VR (Oculus Rift) and on monitor. SimProv is a game-like classroom simulation. The purpose of this thesis was also to find potential problems that users may encounter during the test sessions. To assess and evaluate this, SimProv had to be furthered developed. This development was done using the game engine Unity and the visual scripting language PlayMaker in combination with following UI and UX design recommendations for VR games. A within subjects design with 30 participants was conducted. The users played either the monitor version or the VR version first, with no particular order. After each play session participants were asked to fill in the GUESS-scale, which is a newly developed and psychometrically validated scale that consists of 9 subscales. At the end of the play sessions participants could choose to answer two questions, through a digital form, about potential problems they may have encountered in both modalities. Since GUESS is a new scale few studies of evaluating VR versus monitor, using GUESS, have been conducted. The few studies that have been conducted showed no consensus in whether games should or should not be developed for VR. The inferential analysis with two-tailed paired samples t-tests in this study showed no significant difference between VR and monitor. The subscale Play Engrossment showed significant differences for VR. The text-based questions, that were analyzed with a thematic analysis, showed that the majority of the participants preferred VR. However, many participants felt that the answer options in the game where restricted.
Books on the topic "Guest experience"
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P, Heaton Cherrill, ed. Managing the guest experience in hospitality. Albany, NY: Delmar/Thomson Learning, 2000.
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Sturman, Michael C. (Michael Craig) and Heaton Cherrill P, eds. Managing quality service in hospitality: How organizations achieve excellence in the guest experience. Clifton Park, N.Y: Delmar, Cengage Learning, 2012.
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Monod de Froideville, Gilbert, and Mark Verheul. An Experts' Guide to International Protocol. NL Amsterdam: Amsterdam University Press, 2021. http://dx.doi.org/10.5117/9789463727167.
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Although modern life grows increasingly casual, in many sectors, protocol still reigns supreme. An Expert's Guide to International Protocol offers an overview of its associated practices, including those found within the context of diplomatic relations and the business world. Focusing on a wide range of countries and cultures, the book covers topics like precedence, seating arrangements, flags, ceremonies, invitations, dress codes, gifts and honours, and the roles of the protocol officer, guest and host. Throughout, influential diplomatic, business, and cultural figures share their own experiences with protocols around the world, also throughout the COVID-19 pandemic.
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Stiel, Holly. The art & science of the hotel concierge: Connecting guests to experiences around the world. Orlando, Fla: American Hotel & Lodging Educational Institute, 2011.
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Ford, Robert, and Cherrill Heaton. Managing the Guest Experience in Hospitality. Cengage Delmar Learning, 1999.
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Stasen, P. Vincent. From Service to Experience: The Guest Perspective Paradigm. BookBaby, 2020.
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Managing Hospitality Organizations: Achieving Excellence in the Guest Experience. SAGE Publications, Incorporated, 2019.
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Managing Quality Service In Hospitality How Organizations Achieve Excellence In The Guest Experience. Delmar, 2011.
Find full textBook chapters on the topic "Guest experience"
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Chun, Haeeun Helen. "Guiding the Guest Experience." In The Cornell School of Hotel Administration on Hospitality, 97–110. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119200901.ch8.
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Aggarwal, Sanchita, Ajay Jaiswal, and Anu Gupta Aggarwal. "Understanding Guest Experience Using Online Reviews." In Asset Analytics, 381–89. Singapore: Springer Singapore, 2020. http://dx.doi.org/10.1007/978-981-15-3643-4_30.
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Chan, Irene Cheng Chu, Jing Ma, Huiyue Ye, and Rob Law. "A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews." In Information and Communication Technologies in Tourism 2021, 549–56. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_52.
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AbstractThis paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these online reviews. The results show that the core dimensions of guest experiences at luxury hotels include services, room quality and settings, hotel facilities, dining, location, and environment. These core dimensions do not change regardless of the period before or during the pandemic. However, guests have higher expectations on hotel services such as late check-out and delivery service of takeaway during the pandemic. Online reviews amid-pandemic also contain words related to pandemic prevention and control measures, such as guest traffic and body temperature. Suggestions on operations and management are provided for hotel practitioners to improve their services during the critical period.
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Choudhury, Rashmi Ranjan, and Saurabh Kumar Dixit. "Guest and host relationship in tourism experience building." In The Routledge Handbook of Tourism Experience Management and Marketing, 496–508. Abingdon, Oxon ; New York, NY : Routledge, 2020. |Includes bibliographical references and index.: Routledge, 2020. http://dx.doi.org/10.4324/9780429203916-43.
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Demicco, Frederick J., and Ali Poorani. "Improving The Health Care: The Patient/Guest Experience Academy." In Medical Tourism and Wellness, 103–13. Toronto ; New Jersey : Apple Academic Press, [2017]: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315365671-6.
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Manfreda, Anita, and Justin King. "A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience." In Case Based Research in Tourism, Travel, Hospitality and Events, 37–56. Singapore: Springer Singapore, 2022. http://dx.doi.org/10.1007/978-981-16-4671-3_3.
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Brylska, Patrycja, Cihan Cobanoglu, and Seden Dogan. "Users Versus Non-users: The Impact of Experience on Hotel Guests’ Attitudes Towards Service Robots in Hotels." In Information and Communication Technologies in Tourism 2022, 55–66. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94751-4_5.
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AbstractThe use of robotics and artificial intelligence have created a shift in the ways the service-based hospitality and tourism industry can fulfill the needs and wants of consumers that were earlier fulfilled only by humans. Robots have added the automation and self-service experience that play a vital role in the improvements of efficiency, speed, and the overall experience for the guests using technology. While there are many benefits of using robots in the industry, there are also risks associated with the excessive usage of robots on guest experience. As a result of the pros and cons on the topic, it is very important to gather data and analyze the results to further investigate and understand what the outcomes will be for the industry, its employees, and its customers. The purpose of this study is to examine the perceptions of the use of robots in the hotels as perceived by hotel guests who used a service robot and who did not. A self-administered survey was developed, and 939 usable responses were collected from hotel guests. Factor analysis showed that five factors emerged in the study: Advantages, Attitudes, Disadvantages, Pandemic Related, and Fear. Guests recognize the opportunities that service robots are bringing to their experience while voicing their concerns and fears about the use of them. Findings also showed that there are significant differences between users and non-users.
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Agrawal, Geetika, and Cláudia Pato de Carvalho. "Interview with Geetika Agrawal about vacation with an artist." In Creative tourism: activating cultural resources and engaging creative travellers, 68–72. Wallingford: CABI, 2021. http://dx.doi.org/10.1079/9781789243536.0010.
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Abstract This paper talks about the background of Vacation With An Artist (VWAA) project. The project touches on a few trends that we are seeing in the world. First of all, we as a society, we are tired of mass consumption. We want things to be handmade and we want to know the story about how it was made, what were the materials, and what is the source. People are just tired of seeing things on Amazon and having no history, no heritage, nothing to it. VAWAA also provides a very safe and welcome environment in a studio of an artist to immerse yourself in it and experience it yourself. Every single VAWAA guest has left the studio after a few days completely transformed. Because they suddenly realize that the creativity is not in the perfect drawing. Creativity is feeling comfortable to get out of our comfort zone and play.
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Binder, Petra, Klaus-Peter Fritz, and Julia Pöchacker. "Kenne deinen Gast: Segmentierung von Wiener Kaffeehausgästen anhand der „culinary experience“ am Beispiel eines traditionellen Familienbetriebs/Know Your Guest: Segmentation of Viennese Coffee House Guests Based on the “Culinary Experience” Using the Example of a traditional family business." In Forschung und Praxis an der FHWien der WKW, 35–48. Wiesbaden: Springer Fachmedien Wiesbaden, 2021. http://dx.doi.org/10.1007/978-3-658-33226-6_4.
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Bagchi, Shubhojit, Jiachen He, Christopher Yan Fun Chen, Min Zhang, and Abhishek Bhati. "Creating Excellent Guest Experiences: Servicescape and Processes." In Service Excellence in Tourism and Hospitality, 27–39. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-57694-3_3.
Full textConference papers on the topic "Guest experience"
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Marković, Suzana, and Matina Gjurašić. "CREATING PERSONALIZED GUEST EXPERIENCE JOURNEY IN LEISURE HOTEL." In Fourth International Scientific Conference ITEMA Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2020. http://dx.doi.org/10.31410/itema.s.p.2020.31.
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With advancements in technology, the use of Virtual Reality (VR) and Artificial Intelligence (AI) in the hospitality industry has become common. New technologies have changed the guests expectations and their journey. Therefore, the purpose of this paper is to provide a comprehensive conceptualization of the personalized guest experience journey in leisure hotel i.e. the way front-line employees creates personalized and pro-active guest experience that the intelligent use of data and technology support. The paper provides systematic literature review of VR and AI as support tool for front-line employees while creating personalized guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, post-stay. This paper is theoretical, so empirical studies are necessary to validate or reject the proposed concept.
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Karadakova, Irina. "ACHIEVING CUSTOMER LOYALTY THROUGH A HOTEL BRAND DIFFERENTIATION." In TOURISM AND CONNECTIVITY 2020. University publishing house "Science and Economics", University of Economics - Varna, 2020. http://dx.doi.org/10.36997/tc2020.423.
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Understanding the hotel guests' needs and providing a hospitality service that delivers on their expectations is crucial for achieving guest satisfaction and - eventually - for creating customer loyalty. This is why the hotel operators, along with their constant efforts to deliver consistent services by unifying the operating standards and procedures, also try to know their guests better, so that they can align their services with the guest's preferences and deliver more personalized experience. This is why the major hotel operators develop portfolios of various hotel brands, positioning them to different market segments and thus targeting travelers with specific needs. However, in the modern world the guest expectations are not just of a nice experience. Nowadays the hotel guests are more and more interested in the way the hotel operators do their business. They follow their words and actions and expect that the brand shares (or at least aligns with) the client's personal values. But these expectations also present an opportunity for the hoteliers to establish a long-lasting, authentic relationships with the client. Also, by aligning their behavior and brand purposes with the guest expectations, the hoteliers are now able to build a collective sense of brand belonging with their clients.
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Marković, Suzana, Jelena Dorčić, Dora Rašan, Bruna Bucić, and Marko Blažić. "AESTHETIC GUEST EXPERIENCE IN RESTAURANT: A STATE-OF-THE-ART REVIEW." In 5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eman.s.p.2021.135.
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The concept of customer experience has received considerable attention in various disciplines, particularly in tourism and hospitality research. However, the aesthetic guest experience has hardly been investigated in previous studies. Aesthetics involves what makes an object beautiful and what people feel when they encounter a beautiful object. Dining experience encompasses almost all senses together, which makes it difficult to measure this concept properly. Considering the important role of aesthetics in the dining experience, this study provides a review and synthesis of the literature to establish a foundation for the conceptual framework for measuring the aesthetic guest experience in restaurants. The main objectives of this study are to categorise and summarise the research on aesthetic guest experience, present a new conceptualization and conceptual model of the aesthetic guest experience in restaurants, and highlight the emerging trends and gaps in the literature. The findings of this study contribute to aesthetic theory and offer practical implications for restaurant managers regarding all aesthetic components that should be considered when designing a memorable aesthetic restaurant experience.
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Marković, Suzana, Jelena Dorčić, Dora Rašan, Bruna Bucić, and Marko Blažić. "The Importance of Aesthetic Experience in Fine Dining Restaurants." In 7th International Scientific Conference ERAZ - Knowledge Based Sustainable Development. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eraz.s.p.2021.147.
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The importance of aesthetic in fine dining restaurants has been recognized as an important factor in creating a perfect service and a memorable experience. The purpose of this study is to investigate guests’ importance of certain aspects of aesthetic experience in fine dining restaurants in Croatia. Data were collected using an online self-administered questionnaire. Descriptive statistics were used to analyse the data and determine the importance of different aesthetic components in fine dining restaurants. An independent sample t-test was performed to assess the perceived differences between those who have been in fine dining restaurants and those who have not been yet but have the intention to visit them in the future. The results of the study could serve as a guide for restaurant managers to improve the components of the aesthetic experience and enhance the overall guest experience and business performance in fine dining restaurants.
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Starc Peceny, Urška, and Tomi Ilijaš. "Customising Tourism Experiences with Use of Advanced Technologies, Example of Collaboration Impact Token and Digital Online Tourist Identity." In Turizem 4.0 in znanost. University of Maribor Press, 2021. http://dx.doi.org/10.18690/978-961-286-515-3.1.
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Nowadays, data on tourist profiles are created by large platforms that exchange and trade the collected data with each other without sharing it with service providers (hotels, restaurants, etc.). Providers are thus increasingly becoming mere "executors" and cannot devote themselves to the guest as they once did. Using the example of Collaboration Impact Token and Digital Online Tourist Identity, the article suggests the development of a sys-tem with use of key enabling technologies from Industry 4.0 that will offer guests a personalised service, re-ward them for positive behavior if they are contributing to the positive effects of tourism and redirect them on less burdened areas with the aim to offer a significantly better tourist experience and the development of more balanced sustainable development.
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Zhang, Liwei, Sebastian Rockel, and Jianwei Zhang. "Exception handling for experience-based mobile cognitive systems in restaurant environments exemplified by guest detection." In 2013 IEEE International Conference on Information and Automation (ICIA). IEEE, 2013. http://dx.doi.org/10.1109/icinfa.2013.6720435.
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Guarese, Renan, Franklin Bastidas, João Becker, Mariane Giambastiani, Yhonatan Iquiapaza, Lennon Macedo, Luciana Nedel, Anderson Maciel, Fabio Zambetta, and Ron Van Schyndel. "Cooking in the dark: a mixed reality empathy experience for the embodiment of blindness." In Proceedings of the XR in Games Workshop. Brazilian Computing Society, 2021. http://dx.doi.org/10.5753/xr_in_games.2021.15680.
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In the context of promoting a sense of empathy for the difference in people without disabilities, we propose a gaming experience that allows users to embody having a visual impairment. By occluding the user’s vision and providing spatialized audio and passive haptic feedback, allied with a speech recognition digital assistant, our goal is to offer a multi-sensory experience to enhance the user’s sense of embodiment inside a mixed reality blindness simulation. Inside the game environment, while expecting a guest to arrive, the player is required to cook a meal completely in the dark. Being aided solely by their remaining senses and a digital assistant, players must go through several tasks as to prepare dinner in time, risking to lose a love interest.
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Marković, Suzana, Jelena Dorčić, Dora Rašan, Bruna Bucić, and Marko Blažić. "CONTENT ANALYSIS OF MICHELIN RESTAURANTS ONLINE REVIEWS IN CROATIA." In 5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eman.2021.381.
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The Michelin Guide is considered by many to be the hallmark of global fine dining and quality cuisine. For five years now, renowned and selected Croatian restaurants have been included in the worldwide Michelin Guide. In the latest edition of Michelin Guide, seventy Croatian restaurants were included. Nowadays, to find the ideal restaurant, diners are increasingly using TripAdvisor and reviews on social media. Online reviews are a great source for capturing unique customer experiences. The purpose of this study is to gain insight into the components of restaurant guest experiences. The most recent online reviews on TripAdvisor of 17 Croatian Michelin guide listed restaurants (7 one-star restaurants and 10 Bib Gourmand) were analysed. This study follows a content analysis approach. Simple frequency counts were performed on the number of positive, negative and neutral comments. The empirical results showed that the overall customer satisfaction in the analysed restaurants was positive. The content analysis revealed that customers mainly focused on the food, menu offerings, ambiance, and service in the online reviews. This study contributes to the customer experience literature by applying data mining techniques and content analysis of online reviews to understand customers’ views of the restaurant experience. The findings of this study also provide practical implications for restaurateurs by identifying the key determinants in customer reviews of restaurants.
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Mian, Ahsan, Margaret Pinnell, Leanne Petry, Raghavan Srinivasan, Suzanne Franco, and Melissa Taylor. "Summer Research and Collaborative Professional Development Experience for NSF RET Teachers in Advanced Manufacturing and Materials." In ASME 2016 International Mechanical Engineering Congress and Exposition. American Society of Mechanical Engineers, 2016. http://dx.doi.org/10.1115/imece2016-66141.
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The current collaborative National Science Foundation Research Experience for Teachers (NSF-RET) site placed seventeen in-service and pre-service teachers with research mentors at one of the three regional universities WSU, CSU, and UD to work on engineering research projects. These research projects were chosen in such a way so that they were relevant to regional strengths in advanced manufacturing and materials. In addition to research, the RET teachers participated in various professional development (PD) activities such as “boot camp” facilitated by ASM Materials Education Foundation prior to the start of their research experience, field trips, seminars given by guest speakers and group work that produced K-12 curriculum related to the teams’ research experience. The teacher groups also presented the developed STEM curriculum and the final laboratory project results, and provided regular guided reflections regarding their efforts during the six-week program. This paper presents a brief overview of the collaborative RET project and details the achievement during the first project year. Emphasis is given to the collaborative PD activities of all seventeen teachers and the research projects performed by the two WSU RET groups comprised of four in-service and two pre-service teachers.
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Burns, Brian, and Biswanath Samanta. "Mechanical Design and Control Calibration for an Interactive Animatronic System." In ASME 2015 International Mechanical Engineering Congress and Exposition. American Society of Mechanical Engineers, 2015. http://dx.doi.org/10.1115/imece2015-52477.
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Animatronic figures provide key show effects in the entertainment and theme park industry by simulating life-like animations and sounds. There is a need for interactive, autonomous animatronic systems to create engaging and compelling experiences for the guests. The animatronic figures must identify the guests and recognize their status in dynamic interactions for enhanced acceptance and effectiveness as socially interactive agents, in the general framework of human-robot interactions. The design and implementation of an interactive, autonomous animatronic system in form of a tabletop dragon and the comparisons of guest responses in its passive and interactive modes are presented in this work. The purpose of this research is to create a platform that may be used to validate autonomous, interactive behaviors in animatronics, utilizing both quantitative and qualitative analysis methods of guest response. The dragon capabilities include a four degrees-of-freedom head, moving wings, tail, jaw, blinking eyes and sound effects. Human identification, using a depth camera (Carmine from PrimeSense), an open-source middleware (NITE from OpenNI), Java-based Processing and an Arduino microcontroller, has been implemented into the system in order to track a guest or guests, within the field of view of the camera. The details of design and fabrication of the dragon model, algorithm development for interactive autonomous behavior using a vision system, the experimental setup and implementation results under different conditions are presented.