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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.
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Pagador, Barton Andrea y Delgado Nicole Uriarte. "El uso de la tecnología inteligente en hoteles a nivel internacional y su aplicación en el Perú". Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/654541.
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Actualmente, la tecnología ha transformado la vida de las personas, influyendo de manera positiva en los servicios hoteleros que la han incorporado como principal herramienta en la experiencia de los clientes. El uso de la tecnología inteligente en el sector hotelero tiene gran impacto en los niveles de satisfacción de los huéspedes; ello permite reconocer sus principales necesidades y atenderlas de manera personalizada. Asimismo, permite otorgar una mayor comodidad, lo cual desencadena una mejor experiencia en el espacio en que se encuentra.
La investigación se centra en el estudio del uso de la tecnología inteligente o smart technology que los huéspedes emplean durante su estadía en hoteles a nivel internacional y su posible aplicación en la gestión de hoteles en el Perú. El estudio se basa en la revisión bibliográfica de fuentes académicas, tales como tesis de grado, investigaciones y revistas científicas, que permiten reconocer los principales estándares en el uso de la tecnología inteligente en la industria hotelera. Se obtuvo como hallazgo que los hoteles que usan la tecnología inteligente contribuyen en la adquisición de altos niveles de satisfacción. Asimismo, las tecnologías inteligentes son aún limitadas en el Perú, ya que se requiere de una inversión alta, la que no equipara la demanda en el país. Sin embargo, se han implementado sistemas tecnológicos que facilitan la gestión y personalizan la interacción del huésped. En conclusión, la tecnología inteligente es importante, ya que otorga altos niveles de calidad al sector hotelero, logrando altos niveles de satisfacción en las personas.Nowadays, technology has transformed people's lives, influencing hotel services that have incorporated it as the main tool in the customer experience. The use of smart technology in the hotel sector has a high impact on the satisfaction levels of guests, since this allows them to recognize their main needs and attend them in a personalized way. It also allows for greater comfort, which triggers a better experience in the space in which it is located. Given this, this research focuses on the use of intelligent technology or smart technology that guests use during their stay in hotels internationally and its possible application in hotel management in Peru. The study is based on a bibliographic review, based on various academic sources such as graduate theses, research reports and scientific journals, which allow to recognize the main standards in the use of smart technology in the hotel industry. The main finding was that hotels that use smart technology contribute to the acquisition of high levels of satisfaction. This implementation of technology facilitates management, adapting to the main activities, to make guests experience situations better. Likewise, it was observed that the use of smart technologies is still limited in Peru, because it requires a high investment, which does not match the demand in the country. However, technological systems have already been implemented that facilitate management and personalize guest interaction. In conclusion, smart technology is important, as it provides high levels of quality to the hotel sector, achieving high levels of satisfaction in people.
Trabajo de investigación
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Kolte, Isabelle. ""I guess it's just the fear of the unknown" : an interpretative phenomenological analysis of the experiences of IBD patients transitioning from paediatric to adult care". Thesis, University of Glasgow, 2018. http://theses.gla.ac.uk/30785/.
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Background: Transition is increasingly recognised as an important aspect of healthcare provision. However, fairly little is known about the experiences and needs of Inflammatory Bowel Disease (IBD) patients as they pass through this process. This study aimed to explore the transition experiences and needs of adolescents with IBD, and their views on transitional care provision. Methods: Semi-structured interviews were conducted with seven adolescents with IBD who were in the process of transitioning or had completed transition from paediatric to adult care. Transcripts were analysed using Interpretative Phenomenological Analysis. Results: Two main themes were identified: (1) Moving from the Known to the Unknown with subthemes of uncertainty and mixed emotions, the importance of information and support, losing familiar relationships, overlap in care provision and timing of transition (2) A Less Coddled Approach with subthemes of transfer in responsibility and differences between paediatric and adult care. Conclusions: Adolescents experience a range of challenges and emotions in response to the multifaceted relational and systemic changes associated with healthcare transition. They like to be well informed about transition plans and adult care providers, value a gradual and structured transition process and benefit from opportunities to develop self-management skills. Joint appointments provide reassurance and build a bridge between paediatric and adult care.
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Larsson, Andreas y Jonas Ekblad. "Physical vs Digital Tabletop Games". Thesis, Malmö universitet, Fakulteten för teknik och samhälle (TS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20793.
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This paper shows the difference in User Experience between Physical and Digital tabletop games. The goal of the project is to get an understanding of how and why playing tabletop games differentiates depending on the platform. Seven tabletop games have been chosen from different genres with an official digital adaptation. We’ve measured four key factors, Usability, Aesthetics, Social Connectivity and Engagement. The key factors have been used to gather User Experience metrics that were used to compare the digital and physical versions of the tabletop games. The result from this thesis is that physical tabletop games have a higher rating than the digital versions in all key factors except in usability where the differences were miniscule. Games that rely on imperfect information offer a much higher social connectivity and engagement when it’s played around a table. Games relying on tile-placement offers a higher usability and engagement when played digitally due to the assistance provided by the game. Physical tabletop games are the preferred option of the two but the accessibility of the digital versions makes them remain relevant.
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Syme, Neil. "Uncanny modalities in post-1970s Scottish fiction : realism, disruption, tradition". Thesis, University of Stirling, 2014. http://hdl.handle.net/1893/21768.
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This thesis addresses critical conceptions of Scottish literary development in the twentieth-century which inscribe realism as both the authenticating tradition and necessary telos of modern Scottish writing. To this end I identify and explore a Scottish ‘counter-tradition’ of modern uncanny fiction. Drawing critical attention to techniques of modal disruption in the works of a number of post-1970s Scottish writers gives cause to reconsider that realist teleology while positing a range of other continuities and tensions across modern Scottish literary history. The thesis initially defines the critical context for the project, considering how realism has come to be regarded as a medium of national literary representation. I go on to explore techniques of modal disruption and uncanny in texts by five Scottish writers, contesting ways in which habitual recourse to the realist tradition has obscured important aspects of their work. Chapter One investigates Ali Smith’s reimagining of ‘the uncanny guest’. While this trope has been employed by earlier Scottish writers, Smith redesigns it as part of a wider interrogation of the hyperreal twenty-first-century. Chapter Two considers two texts by James Robertson, each of which, I argue, invokes uncanny techniques familiar to readers of James Hogg and Robert Louis Stevenson in a way intended specifically to suggest concepts of national continuity and literary inheritance. Chapter Three argues that James Kelman’s political stance necessitates modal disruption as a means of relating intimate individual experience. Re-envisaging Kelman as a writer of the uncanny makes his central assimilation into the teleology of Scottish realism untenable, complicating the way his work has been positioned in the Scottish canon. Chapter Four analyses A.L. Kennedy’s So I Am Glad, delineating a similarity in the processes of repetition which result in both uncanny effects and the phenomenon of tradition, leading to Kennedy’s identification of an uncanny dimension in the concept of national tradition itself. Chapter Five considers the work of Alan Warner, in which the uncanny appears as an unsettling sense of significance embedded within the banal everyday, reflecting an existentialism which reaches beyond the national. In this way, I argue that habitual recourse to an inscribed realist tradition tends to obscure the range, complexity and instability of the realist techniques employed by the writers at issue, demonstrating how national continuities can be productively accommodated within wider, pluralistic analytical approaches.
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Pietrasz, Alicja. "Achieving hostel guest satisfaction: Customer experience approach". Master's thesis, 2013. http://hdl.handle.net/10071/6647.
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This thesis focuses on Tourism sector (youth hostel holiday accommodation) and it is led by the marketing strategy that has been recently adopted in most sectors as well in tourism that is Relationship Marketing.
Recently, youth travel is a growing sector, but there is still lack of studies related to it. The objective of this study is to identify the factors that build the customer experience within the Youth Hostel sector and investigate the factors that have impact on it. A theoretical framework was developed for this study. The customer experience has been defined according to the Shaw’s Customer Experience Hierarchy of Needs Theory. Following expectancy-disconfirmation theory of Oliver (1980), experiences were divided in expected and received by customer. The gap between what customer expects and receives is actually perceived as the obtained service, which is a base for customer satisfaction.
The study utilises two surveys as data collection tools. They were distributed in five European hostels and they contained questions related to the customer needs, according to Shaw’s Theory, and were divided in four groups (as layers). The data were analysed using quantitative methods.
The main practical implication of the thesis is that it provides guidelines for the hostel management, to create customer satisfaction, through improving customer experience. The results emphasize the importance of staff performance. Another finding is that the length of the stay has an important impact on the expectations of the youth travellers. People that stay longer are more involved in the hostel choice.A presente tese incide sobre o setor do Turismo (alojamento de férias em pousada de juventude), sob o ponto de vista da estratégia de marketing que tem sido recentemente adotada na maior parte dos setores e também no turismo, o Marketing Relacional. Recentemente, o turismo juvenil tem-se revelado um setor em crescimento, mas ainda há alguma escassez de estudos que lhe estejam relacionados. O objectivo deste estudo é o de identificar os fatores que compõem a experiência do cliente no sector das Pousadas de Juventude e investigar o respectivo impacto. A investigadora escolheu as unidades de negócio das Pousadas de Juventude independentes como objeto da investigação. Foi desenvolvido um quadro teórico para este estudo. A experiência do cliente foi definida de acordo com a Teoria da Hierarquia de Necessidades de Experiência do Consumidor, de Shaw, e dividida em quatro componentes principais (ou níveis). Segundo a teoria da expectativa-desconfirmação de Oliver (1980), as experiências do cliente foram divididas entre esperadas e obtidas. A diferença entre o que o cliente espera e o que recebe é na realidade apercebida como o serviço obtido, o qual é uma base para a satisfação do cliente. O estudo utiliza dois questionários como ferramentas de recolha de dados, que foram distribuídos em cinco pousadas europeias. Os questionários continham questões relacionadas com as necessidades do cliente, de acordo com a Teoria de Shaw, as quais estavam divididas por quatro grupos (referentes aos níveis de necessidade). Os dados foram analisados pela aplicação de métodos quantitativos. A principal implicação prática desta tese é a de que ela disponibiliza linhas de orientação para a gestão das pousadas, de forma a criar satisfação no cliente, através da melhoria da respectiva experiência. Os resultados realçam a importância do desempenho do staff. Outro resultado aponta para que a duração da estadia tenha um impacto importante nas expectativas dos jovens viajantes. Os que planeiam permanecer mais tempo apresentam um maior envolvimento na escolha da pousada.
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NATSUKO, KASHIRAJIMA y 頭島菜津子. "The Study of Relationships on Hotel Guest Experience toward Relationship Strength and Guest Citizenship Behavior". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/52519241152588164792.
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碩士國立高雄餐旅大學
餐旅研究所
105
Enterprises hope to strengthen consumers’ recognition towards their corporates through experiential marketing practice, which is one of the new trends in interacting with consumers. Consumers currently are not only concerned about the value of the product itself, therefore they hope to increase a set of values of the company in consumers’ minds through experiential marketing. 'Experience' is the key element of evaluation of a product. Since the consumption and production in the service industry are proceeded at the same time, the service experience will create behavior, feeling, thinking and other reactions during the consuming process, which will also affect consumers’ perception of product recognition and hotel image. Currently experiential marketing strategies are the most widely used in the hotel industry, the main purpose is to be able to enhance the strength of the relationship between customers and companies, at the same time enhancing guest citizenship behavior, because to enhance the two elements above is to increase the company's profit in parallel.Therefore, the purposes of this study is to analyze the theory structure and its correlation among hotel Guests experience, Experience values, Guest satisfaction, Relationship strength, Guest citizenship behavior; to understand in what way the mediation effect of Experience values provided by Guest experience affects Relationship strength; to understand in what way the mediation effect of Guest satisfaction affects Relationship Strength and Guest citizenship behavior. Conclusions and recommendations will also be made according to the results of this research, which will be a helpful reference for hotel management in planning business strategy and increasing competitiveness.This study collected 320 usable questionnaires through purposive sampling method and snowball sampling method. Data were analyzed using Smart PLS 2.0 and SPSS 22, which would be verified based on research purposes and hypothesis. The findings indicate that:（1）Guest Experience will actively affect Experiential Value.（2）Guest Experience will actively affect Guest satisfaction.（3）Experiential Value will actively affect Relationship strength.（4）Experiential Value will have the mediation effect between Guest experience and Relationship strength.（5）Guest satisfaction will actively affect Relationship strength.（6）Guest satisfaction will have the mediation effect between Guest experience and Relationship strength.（7）Guest satisfaction will actively affect Guest citizenship behavior.（8）Guest satisfaction will have the mediation effect between Guest experience and Guest citizenship behavior.
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Jain, Namrata Rajendra Kumar. "Examining the Impacts of Robot Service on Hotel Guest Experience". Thesis, 2021. http://dx.doi.org/10.7912/C2/22.
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Indiana University-Purdue University Indianapolis (IUPUI)The aim of the study is to assess the impact of robot service on hotel guest experiences. Application of technology in tourism and hospitality services is growing each day. Using robots in hospitality establishment is becoming more and more popular, mainly because it can help cut down the labor costs, increase efficiency and reduce human contacts. Very few studies, however, have been done on examining customer experience regarding robots used in the hotel. Social media sites such as TripAdvisor are popular platforms where people share their first-hand experiences. Hence, this study focuses on studying the reviews of robotic hotels. Using the software Leximancer, reviews were studied and categorized in different themes to understand if the presence of the robot would create positive or negative experience for customers. The sample of the study included total of 2383 reviews related to robotic hotels from TripAdvisor from January 2011 to October 2020. The findings highlighted the major themes as Room, Robot, Hotel and Staff and their relationship with the ratings. It also provided insights into the contribution of robot service to consumer’s hotel experiences.
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Portal, Sílvia Daniela Gonçalves. "Crieff Hydro Hotel: the experience economy and the guest perspective". Master's thesis, 2014. http://hdl.handle.net/10400.1/6826.
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The purpose of this report is to do a presentation of the hotel where I will be working,
characterising the reception department and all the activities that I developed during this
placement. On this placement at the CHH (Crieff Hydro Hotel) – family 4 stars resort,
my goal is to have an experience in hospitality, in special in reception.
This placement is carried out from my Master degree in Direcção e Gestão Hoteleira
(Commercial branch) at the University of the Algarve – Campus Penha.
For this report it was also intended to do an analysis of the guest experience in hospitality
and for that it was necessary to do a literature review adequate for my area of work in the
hotel giving importance to the guest experience in the hospitality.
For my analysis regarding the guest experience in hospitality, I used data collected from
the surveys answered by the guests that stayed with us in the hotel. To analyse the data it
was necessary to do a categorial analysis technique.
After this year of placement in the hotel and after this analysis, as results I have the
opportunity to continue my work in the hotel and also the possibility of a better position
in a near future.
Last but not least, this report demonstrates my work path and also helps to have a better
understanding of the satisfaction perceived by the guest in order to give us tools to
improve it. From what we can see, the guests’ satisfaction is highly rated on both surveys.O relatório pretende fazer uma apresentação da unidade hoteleira onde foi realizado o estágio, descrevendo o departamento da recepção e as respectivas actividades desenvolvidas no decorrer do estágio. Neste estágio no CHH (Crieff Hydro Hotel) – family 4 stars resort, tenho como objectivo passar por uma experiência em hotelaria, em especial na recepção. Este estágio realiza-se no seguimento do Mestrado em Direcção e Gestão Hoteleira no ramo Comercial da Universidade do Algarve - Campus da Penha. Pretende-se igualmente fazer uma análise da experiência dos clientes na hotelaria e para tal foi necessária uma revisão da literatura adequada à área onde estou inserida no hotel dando importância à experiência do cliente na hotelaria. Para a minha análise sobre a experiência dos clientes na hotelaria, foram usados dados recolhidos a partir dos questionários respondidos pelos clientes que estiveram na unidade hoteleira. Para analisar os dados foi utilizada a técnica de análise de conteúdo por categorias. Após este ano de estágio no hotel e após esta análise, como resultados tenho a oportunidade de continuar a trabalhar na unidade hoteleira com a posibilidade de subir de posto dentro do meu departamento de recepção. Para finalizar, este relatório demonstra o meu percurso de trabalho e serve também para melhor compreender a satisfação percebida pelo cliente para assim puder melhorá-la. Pelo que é possível analisar, a satisfação dos clientes é bastante elevada.
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Alves, João Paulo Amaro Marinho Pinto. "The importance of the Guest Relations Department in the Guest Experience: a study carried out at the Myriad by SANA hotel". Master's thesis, 2021. http://hdl.handle.net/10400.26/40239.
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The hotel industry is an increasingly competitive sector given the growing demands of guests for a seamless and personalized hotel experience. Accordingly, winning customer loyalty is a fundamental step towards business success. One way to gain customer loyalty is to connect with the guest at a deeper level, and developing a committed Guest Relations Department is assumed to contribute to this objective. The purpose of this study is to explore the importance of the Guest Relations Team for the guest experience and to understand how this can lead to customer loyalty and increased revenue, using Myriad by SANA as a case study. To accomplish this purpose multiple data collection methods have been used, namely participant observation, semi-structured interviews to the hotel’s directors and staff, and netnography to perform an analysis of guest reviews in internal and external online platforms. Data were then content analysed according to the study’s predefined themes. In general, findings support the assumption that the Guest Relations is critical to the quality of the guest experience, and therefore that a Guest Relations Department and Team should be strongly supported by the hotel management. Moreover, it was found that there are improvement opportunities for Myriad by SANA in this particular organizational area. In the end, the research limitations are identified, and managerial recommendations are proposed, as well as directions for future research in the topic.A indústria hoteleira é um setor cada vez mais competitivo, dado o perfil cada vez mais exigente do hóspede, que deseja uma experiência no hotel que seja perfeita e personalizada. Consequentemente, conquistar a fidelidade do cliente é fundamental para o sucesso do hotel. Uma forma de a alcançar é desenvolver uma relação mais profunda com o hóspede, e o desenvolvimento de um Departamento de Guest Relations contribui para esse fim. Os objetivos deste estudo são explorar a importância da Equipa de Guest Relations para a experiência do hóspede e compreender como contribui para fidelizar o hóspede e melhorar o desempenho organizacional, usando o Myriad by SANA como caso de estudo. Para atingir estes objetivos, foram utilizados vários métodos de recolha de dados, em particular, observação participante, entrevistas semiestruturadas aos diretores e colaboradores do hotel e netnografia, para análise das avaliações dos hóspedes em plataformas online internas e externas. Procedeu-se a uma análise de conteúdo dos dados de acordo com os temas predefinidos do estudo. Os resultados apoiam a ideia de que o Guest Relations é fundamental para proporcionar uma experiência de qualidade ao hóspede e, portanto, que um departamento e uma equipa de Guest Relations devem ser apoiados pela direção do hotel. Além disso, verificou-se que existem oportunidades de melhoria para o hotel Myriad by SANA. No fim, são identificadas as limitações desta investigação, apresentadas recomendações práticas e sugestões de investigação futura nesta área.
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CHIEN, TSAO WEN y 曹文建. "Research Experience Guest Bed and Breakfast buffet line Case Western in Tainan". Thesis, 2016. http://ndltd.ncl.edu.tw/handle/suyeqb.
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碩士國立臺東大學
公共與文化事務學系
104
People arrange their own domestic trip during weekend, and tend to stay at local B&B, where they can have verity choice, lower price and enjoy local culture. Though the west-central section of Tainan City is the smallest section, but the historical sites and gourmets are the main attraction for tourists. We want to know what kind of stay experience those remodeled old house or B&B can offer to traveler and what is the main factor that traveler choose the accommodation. Start with literature review and variety of data collection to understand the B & B, self-serve traveler and stay experience related results in previous studies. Followed, interview with self-serve traveler, who stay overnight at the B&B that located at west-central section of Tainan to find out their stay experience. We found that respondents in this interview consider that reasonable price and convenient transportation of B&B is relatively important than other factors. Travelers believe higher price they paid can receive relatively better service. When respondents choose to stay at remodeled old house or B&B with special design, they think it’s worthy to pay more to get a unique stay experience. Though the design of building is the first impression of traveler to B&B, but the environment and attitude of owner can also affect the traveler’s stay experience. Then use the Strategic Experiential Models (SEMs) to analyze the respondents’ stay experience. For future studies, it is recommended to conduct more interviews and combined with statistic data to expand the number of samples. Through interviewing, the traveler's responds and real reaction can be seeing clearly. A simple visit to the B&B that mentioned by respondents can understand the actual situation in their answer.
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De, Winter Tina. "Guest houses success: the experience of five small enterprises in a turbulent environment". Thesis, 2010. http://hdl.handle.net/10210/3459.
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M.Comm.The study was concerned with the problem of the long-term survival and success of SMEs in the tourism industry in a turbulent global operating environment, as well as in hostile conditions, such as unexpected changes, or disaster in the operating environments of the small businesses. The study was prompted by the high failure rate of SMEs worldwide and in SA. The tourism industry has a predominance of small business and was identified by SA as the industry of choice to support for the achievement of macroeconomic goals that include economic stability, poverty alleviation and employment creation. The overall objective of the study was to explore and examine factors located within the three operating environments (macro, industry and micro), that contribute to the survival and long-term success of tourism SMEs (five guest houses on the Dolphin Coast), operating in a turbulent global environment and hostile conditions such as disaster and unexpected events. The study explored and explained factors from four interrelated perspectives, namely a macro, meso, micro and chrono contexts; to examine the way in which the guest houses engaged with their environments; to determine the role of networks and clusters in the process; and to determine the impact of industry-specific and sector-specific factors on success. The study used an embedded case study methodology to assess five tourism SMEs, guest houses, located on the east coast of SA in a region known as the Dolphin Coast. The area was studied over a three year period from 2005 to 2007, a period of favourable economic and industry conditions globally and nationally (SA). Slowing economic conditions, severe coastal storms, rates increases and changes in the external environment provided conditions of turbulence and hostility in which to assess the responses of the guest houses, compared to activity and perceptions in the prior stable conditions. Porter’s (1980; 1990; 1996; 2000) theoretical frameworks, including the Diamond Model, the Five Forces Model and augmentations to these models were used to guide the research and interpretation of results. The study concluded that various sets of interlinked factors located in the macro, industry and internal (micro) operating environment of the firm, contributed to the success and constraints experienced by the guest houses. The presence of elements in the environments does not facilitate or ensure success, but success is dependent on the actions and choices of leaders and managers. These actions and choices are, in turn, guided by the values and culture present in the environment and are affected by human agency and efficacy.
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Chen, Li-Chieh y 陳立潔. "The effect of Taiwan traveling experience modeon word-of-mouth -A Case Study of Guest House". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/22632338215835148738.
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碩士淡江大學
企業管理學系碩士在職專班
99
This study aimed to explore the Southeast Asian tourists’ travel motivations of hostel accommodation during travel in Taiwan. With “travel motivation”, “holiday mode” and “experiential quality” as the dimensions, the correlation between the “satisfaction” and “memorability” produced was explored to generate the “word-of-mouth” behavior intention. In terms of the experiential quality of the guest house accommodation, the link between the various travel motivations and vacation modes analyzed to determine how they affect the “satisfaction” and “memorability” of stay in Taiwan’s guest house This study, with the Southeast Asian tourists travelling in Taiwan and residing in Hong Kong, Macau, Singapore, Malaysia, Indonesia, and Vietnam as study subjects, a total of 174 valid samples were obtained. Based on the research purpose and hypothesis test requirements, data analysis was conducted through descriptive analysis, reliability analysis, cluster analysis, factor analysis, and AMOS structural equation modeling (SEM). In this study, the hypothesis test was conducted through path analysis. The results show: 1. according to the different travel motivations and holiday modes produced by the tourists, the tourists were divided into two groups; then, based on the differences in the motivation of the different groups, the groups were named “the pursuit of happiness” type and “situational transformation” type; 2. the different groups of tourists produced different behavioral intentions for the hostel experiential quality; 3. the Southeast Asian tourists’ hostel experiential quality has a positive impact on travel memorability and satisfaction; and 4. the Southeast Asian tourists’ travel experiential satisfaction and memorability have a positive impact on word-of-mouth. Thus, in terms of travel motivation, hostel owners should design accommodation-based package plans supplemented by travel in order to attract Southeast Asian tourists to stay in hostels and increase the accommodation rate.
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HUANG, MU-YEN y 黃木棪. "The study of guest houses in Taitung Area on visitor's experience, level of satisfaction and tendency to revisit". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/29202099421602000050.
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碩士臺北城市科技大學
休閒事業系碩士班
105
The purpose of this study is to understand the current situation, differences and correlations of the residential experiences, satisfaction levels, and revisit intentions of the guest houses in Taitung. The study includes a survey of 368 customers who traveled to and stayed in guest houses in Taitung as the research subjects. The study tools include the "Bed and Breakfast Experience Scale", the "Satisfaction Scale" and the "Revisit Intention Scale". After the statistical analysis, test comparison, single factor analysis of variance, Scheffé method, and other statistical analysis, the results are as follows: 1.On the customers residential experience in guest houses in Taitung area, the "inner mood" received the highest score in the survey, followed by the "building facilities", "natural environment" and "guest-host exchange". On the current situation of accommodation satisfaction, “management” received the highest score, followed by “guest house features” and “service and operation”. In all, the average score for “revisit intentions” and “recommendation behavior” was 3.98, showing the customers who traveled to and stayed in guest houses in Taitung have high tendency for revisit and making recommendation. 2.Differences in residential experiences under the factors of different backgrounds: Customers with different vocational backgrounds show notable differences in the aspect "natural environment". "Business services" are greater than "students" and "industrial and commercial services" ("including the unemployed"); the aspect of "building facilities" also shows significant differences; the "military, police, public service and teaching personnel" is greater than the "retired (including unemployed) personnel"; people with different income levels also show obvious differences in the "natural environment" structure, with "monthly income of 40001 to 50000 yuan" greater than the "no income" and "monthly income level of 20000 (inclusive) yuan and lower"; Notable difference exists in the "internal mood" structure; "Monthly income of 50001 ~ 60000 yuan" is greater than "monthly income of 20000 (inclusive) yuan and lower"; other variables including gender, age, marriage and , education make no significant differences. Third, different background changes Taitung Bed and Breakfast consumer 3.Differences in satisfaction levels under the factor of different background: the study found that no obvious difference in satisfaction levels shown in customers with different genders, age groups, marital status, educations, occupations, and monthly income levels. 4.The study found that satisfaction levels of residential experience in guest houses in Taitung area has a significant positive correlation with revisit intentions. This study, in addition to providing advice on the planning and promotion of the B & B, aims to enhance the quality of the accommodation in the Taitung area in order to provide consumers with a friendly environment, and helps the development of the guest house industry in Taiwan.
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Zuluaga, Beatrice Harrison. "Impact of multiple sclerosis on committed caring relationships: the experience of twelve spousal carepartners dealing with this "uninvited guest"". 2008. http://repository.unimelb.edu.au/10187/7098.
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This research study explores the perceived impact of multiple sclerosis on “carepartners” in committed caring relationships as the spousal roles change over time. Both quantitative and qualitative methods were used in this study of persons with MS and their spousal carers residing in Australia during ten months of recruitment. Varied recruitment methods were used including the internet. 263 expressions of interest were received, and 203 survey packets were returned with usable data (77%). The demographic instrument and 4 scales measuring mood, reciprocity, life satisfaction and functional wellness were subjected to descriptive statistical analysis. Results from the quantitative phase of the study supported many international epidemiological findings related to gender, age of onset, difficulty in obtaining a diagnosis in the light of vague early symptoms of MS, and high levels of depression in the study sample. The preliminary analysis suggested that these data should be analysed further in dyadic terms (a person with MS and their identified carer). Further inferential statistical analysis examined the data sub-set of ‘pairs only’ which helped to inform formation of a pool of couples in caring relationships from which was selected a sub-sample of 12 spousal dyads residing in Victoria for interview in the second phase of the study.Emerging themes from narrative analysis (n=24 persons) revealed pressing concerns, personal strengths and coping strategies of interviewees. Two themes of special interest relating to (1) differing perceptions by ‘carepartners’ of the importance of cognitive changes to the dyadic relationship, and (2) expectations of health professionals are explored. Most respondents agreed that their expectations left much to be desired, suggesting that improvements could be made in the area of health care delivery to persons with MS, their carers and their families. There are implications for the development of a multidisciplinary, ongoing assessment, educational and support program for these persons. Further research is needed to define and expand the proposed role of a specialized key contact person to be a valuable ‘advocate’ in the delivery of timely health care resources throughout the disease trajectory.
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Fernandes, Ana Rita Miranda. "Hotel 4.0: technologies and its relation with the Portuguese guest". Master's thesis, 2018. http://hdl.handle.net/10071/16378.
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Due to the development of technology, this dissertation aims to explore its impact in the
hospitality industry, mainly, in Portugal.
The most important technologies for the Portuguese were identified as well as how the latest
technologies. It was also investigated if the technology implemented in the Portuguese hotels
correspond to the Portuguese needs.
For the sake of understanding the task at hand, on chapter 2 – literature review – studies about
the industry and technology as well as its relation with customer satisfaction were analyzed.
Furthermore, the Portuguese industry and the guests’ profile were also unveiled.
A questionnaire distributed among the Portuguese population was integrated as part of the study
in order to analyze the underlying Portuguese expectations and needs.
The results indicated that, although the respondents are pleased with technology present in the
Portuguese hotels, they would change some technology to obtain the best guest experience. The
respondents expressed a strong desire to experience something new. However, there were
services where the traditional methods were preferred, even though they were less convenient.
The Portuguese is, usually, resistant to innovation. However, the constant innovation together
with the changing expectations, technologies that were once innovative become common over
time. Therefore, with this dissertation, hotels may obtain updated information regarding the
technology the Portuguese really wants.Devido à evolução da tecnologia, esta dissertação visa explorar o impacto que esta tem no setor hoteleiro, principalmente, em Portugal. Foram identificadas as tecnologias mais importantes para os portugueses assim como as últimas tecnologias na indústria. Adicionalmente, foi investigado se a tecnologia presente nos hotéis portugueses corresponde às necessidades dos portugueses. Com o objetivo de entender a tarefa em questão, no capítulo 2 - revisão da literatura – estudos referentes à indústria hoteleira e tecnologia, e a relação da tecnologia com a satisfação do cliente foram analisados. Além disso, a indústria portuguesa e o perfil dos hóspedes também foram incluídos. Um questionário distribuído pela população portuguesa, com o intuito de analisar as expetativas dos portugueses, foi integrado como parte do estudo. A partir dos resultados obtidos, é possível afirmar que, embora satisfeitos com a tecnologia presente nos hotéis portugueses, os respondentes alterariam alguma tecnologia de modo a obter a melhor experiência. Um forte desejo de experimentar algo novo foi expressado. No entanto, havia serviços em que os métodos tradicionais eram os preferidos, mesmo sendo menos convenientes. Os portugueses são, geralmente, resistentes à inovação. No entanto, as tecnologias, que eram antes inovadoras, tornam-se comuns ao longo do tempo devido à contante evolução da tecnologia e das expetativas. Assim, com esta dissertação, os hotéis poderão obter informação detalhada da tecnologia que os portugueses realmente desejam.
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Krauser, Erika. "Have Fun While Waiting : A study about the integration of interactive digital technology in amusement parks". Thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-29509.
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Consumers in the UK are spending about three days of waiting in queues every year. The majority of the French consumers would choose another business if it offered faster service. Research on current waiting times are therefore focusing on finding solutions to reduce consumers wait by reducing perceived waiting time and the dissatisfaction that arises with queues. The purpose of this study is to find out how to make the queues at the theme parks more fun with interactive digital technologies and the impact these have on the guest experience. A survey is carried out to find out how mobile usage looks at amusement parks today and how the respondents place themselves against the integration of interactive digital technologies in amusement parks. Even an interview, with the leader of the world's first synchronized queue entertainment the Helix game, is implemented. Theories show that one can reduce the perceived waiting time by introducing new environmental stimuli and fill the time with various activities that visitors can be consumed by. Thus increases the guest experience and the queues are less boring and time-consuming. One way of doing this is to incorporate mobile digital interactive techniques, which respondents would like to see more of.Konsumenter i Storbritannien spenderar ungefär tre dagar på att vänta i köer per år. Majoriteten av de franska konsumenterna skulle välja en annan affär om den erbjöd en snabbare service. Forskning gällande väntetider fokuserar därför på att hitta lösningar för att minska konsumenternas väntan genom att reducera uppfattad väntetid och på så sätt minska missnöjet som uppstår med köer. Studiens syfte är att ta reda på hur man kan göra köerna på nöjesfält roligare med hjälp av interaktiva digitala tekniker och vilka effekter dessa har på gästupplevelsen. En enkät har genomförts för att ta reda på hur mobilanvändandet ser ut på nöjesfält idag samt hur respondenter ställer sig mot integreringen av interaktiva digitala tekniker på nöjesfält. Även en intervju med projektledaren för världens första synkroniserade kö-underhållning, Helix-spelet, genomförs. Teorier visar på att man kan minska de uppfattade väntetiderna genom att introducera nya miljöstimulanser samt fylla tiden med olika aktiviteter som besökarna kan uppslukas av. Då ökar man gästupplevelsen samt gör köerna roligare. Ett sätt att göra detta på är att integrera mobila digitala interaktiva tekniker vilket respondenterna vill se mer av.
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Alves, Gonçalo Alexandre Cosme. "A first impression never dies : the influence of check-in on Hotel guests’ experience". Master's thesis, 2020. http://hdl.handle.net/10400.14/31120.
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In the hotel industry, the first impression plays a decisive role in defining guests’ satisfaction towards a hotel experience and it can all depend on the commonly required check-in process.
This dissertation intends to study the influence of the check-in on guests’ experiences. The main objectives are to analyze the check-in service in luxury hotels and to identify the attributes with the most impact after this process.
The research consisted of content analysis of 3117 guests’ reviews identifying five major themes: “check-in”, “room”, “breakfast”, “waiting” and “recommend”. The themes were divided into three groups, hotel check-in, other hotel attributes, and recommendations. Each group illustrating the perception of the attributes after the check-in experience. Most reviews related to a negative check-in indicated guests’ dissatisfaction regarding the waiting time to check-in or to get to their accommodation, affecting how guests perceive their rooms and the check-in process. Conversely, most positive check-ins showed guests become more willing to recommend the hotel to others and to appreciate the qualities of staff, food and beverage services and location. Therefore, concluding the check-in process influences positively or negatively the overall guests’ experience.
The goal of this dissertation is to help teams and hotel managers to understand how the first impression on check-in can be essential to create a pleasant experience and to provide solutions to improve this process. This study contributes to the literature by analyzing the specific attributes affected by the check-in experience.Na indústria hoteleira, a primeira impressão desempenha um papel decisivo na definição da satisfação dos hóspedes perante a experiência no hotel e tudo pode depender do processo de check-in geralmente exigido. Esta dissertação tenciona estudar a influência do check-in na experiência dos hóspedes. Os principais objetivos são analisar o serviço de check-in em hotéis de luxo e identificar os atributos com mais impacto depois deste processo. A pesquisa consistiu na análise de 3117 avaliações de hóspedes identificando cinco temas principais: “check-in”, “quarto”, “pequeno-almoço”, “espera” e “recomendar”. Os temas foram divididos em três grupos: check-in do hotel, outros atributos do hotel e recomendações. Cada grupo ilustrando a perceção dos atributos depois da experiência de check-in. A maioria das avaliações relacionadas com check-in negativo indicava a insatisfação dos hóspedes quanto ao tempo de espera para o check-in ou chegar ao quarto, afetando a perceção dos hóspedes sobre o quarto e o processo de check-in. Contrariamente, a maioria dos check-ins positivos mostraram que os hóspedes tornam-se mais dispostos a recomendar o hotel a outros e a apreciar as qualidades dos funcionários, serviços de restauração e localização. Portanto, concluindo que o processo de check-in influencia positivamente ou negativamente a experiência global dos hóspedes. O objetivo desta dissertação é ajudar equipas e gestores de hotéis a entender como uma primeira impressão no check-in pode ser essencial para criar uma experiência agradável e fornecer soluções de melhoraria deste processo. Este estudo contribui para a literatura com a análise dos atributos específicos afetados pela experiência de check-in.
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Smith, Jen. ""Authentic" experiences in Turkey : performances, constructions, and productions of hosts and guests at George House". Thesis, 2007. http://spectrum.library.concordia.ca/975480/1/MR34724.pdf.
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This study examines the different kinds of authentic experiences had by international guests who came to George House, a popular guesthouse in the southwest of Turkey, between August and November in 2006. For the purposes of this thesis, authenticity is not something that is found but rather something that is socially constructed by both hosts and guests. Throughout this work constructive and existential approaches to authenticity are used together and as compliments to one another. International guests staying at George House have many sorts of experiences through which they negotiate and work towards the achievement of authenticity. These complex experiences revolved around three types of relationships and interactions. Firstly, there are those that revolve around and are connected to the hosts such as the ways in which the hosts perform authenticity through sharing their everyday life with their guests and also by serving "traditional" dinners. Secondly, there are experiences and interactions that revolve around inter-personal relationships with other guests, both international and Turkish, through the sharing of a touristic communitas. Lastly, there are intra-personal experiences with one's self that engage and challenge the body thus leading to the achievement of personal authenticity. Following the George House experience from hearing about it, to experiencing it, and lastly, to leaving it the productions, constructions and performances of authenticity by both hosts and guests are exemplified.
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Warmerdam, Mathilde Margareta Alida. "Digital transformation in the hotel industry : maximizing value creation by leveraging new digital technologies". Master's thesis, 2020. http://hdl.handle.net/10400.14/29685.
Texto completoResumen
Hotels can leverage digital transformation to improve guest experience and maximize value creation. However, even though the urge to digitally transform is increasing, many hotels are still struggling to get clear business benefits from new digital technologies. This research aimed to gain insight on how new digital technologies can be leveraged to deliver a compelling guest experience. Primary research in the form of expert interviews was conducted and was enriched with insights obtained from secondary research. Both the primary and secondary research contributed to insights in industry adoption trends of new digital technologies, best practices and potential use cases. Moreover, this study found that by leveraging new digital technologies, hotels can keep up with competitors, address the increasing demands of consumers and improve operational efficiencies. These insights will be useful to decision makers in the hotel industry as they will provide practical guidance to leverage new digital technologies to maximize value creation. This is important because hotel leaders who embrace digital transformation will see boosts in their operations, customer relations and business models.Os hotéis podem aproveitar a transformação digital para melhorar a experiência dos hóspedes e maximizar a criação de valor. No entanto, embora a necessidade de transformação digital esteja a aumentar, muitos hotéis ainda estão a lutar para obter benefícios comerciais claros das novas tecnologias digitais. Esta dissertação teve como objetivo obter uma visão de como as novas tecnologias digitais podem ser alavancadas para proporcionar uma experiência convincente aos hóspedes. A pesquisa primária, na forma de entrevistas com especialistas, foi conduzida e enriquecida com insights obtidos a partir de pesquisas secundárias. Tanto a pesquisa primária quanto a secundária contribuíram para o conhecimento das tendências de adoção das novas tecnologias digitais pela indústria, das melhores práticas e dos casos de potencial uso. Além disso, este estudo mostra que, alavancando as novas tecnologias digitais, os hotéis podem acompanhar a concorrência, atender às crescentes demandas dos consumidores e melhorar a eficiência operacional. Mais especificamente, os hotéis devem implantar um aplicativo móvel, tecnologias in-room, análise de dados e chatbot para o conseguir. Essas perceções são úteis para os tomadores de decisão na indústria hoteleira, pois fornecerão orientação prática para alavancar novas tecnologias digitais a fim de maximizar a criação de valor. Isto é importante pois os líderes hoteleiros que abraçam a transformação digital verão um impulso nas suas operações, relações com clientes e modelos de negócios.
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Yeh, Yu-Wen y 葉俞彣. "Hotel Service Quality and Customer Experience Service Value and Repurchase Intention – Using Penghu MF Hotel guests as an Example". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/3payy4.
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碩士國立澎湖科技大學
觀光休閒事業管理研究所
103
This thesis was intended to examine the relationship of service value, service quality and repurchase intention across different demographic variables, taking the guests at MF Hotel in Penghu as an example. It also aimed to explore the correlation of service quality & service value, service quality & repurchase intention and service value & repurchase intention. Through purposive sampling and questionnaires, 440 valid samples were selected in this study. Research methods include T-test, one-way ANOVA, Scheffe, Pearson correlation and Regression Analysis. The results of this study showed that there are significant differences in service quality, service value and repurchase intention across different demographic variables: the three variables are positively correlated, including service quality & service value, service quality & repurchase intention, service value & repurchase intention. In addition, service quality and service value have a positive impact on repurchase intention. Finally, the results of this study are offered to Penghu MF Hotel and other local tourism industry for their references to enhance service value, service value and repurchase intention.
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Bunzel, Dirk, University of Western Sydney y Faculty of Business. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service". 2000. http://handle.uws.edu.au:8081/1959.7/27816.
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Based on a fourteen-month period of ethnographic research conducted in an Australian Coastal hotel, this thesis explores the issues of management in a flexible organization. Using a textual approach to the study of organizations, the thesis focusses on the customer service discourse, its constituents, and the processes of its symbolic (re-) production in the hotel studied. Using a variety of textual data-among them academic publications from authors as diverse as Foucault, Clegg, Haugaard, Ritzer and Castoriadis; various forms of fieldnotes; and detailed descriptions of ritual and ceremonial events - the thesis not only provides a vivid account of organizational life at the hotel, it also identifies aspects of the latter such as meetings, training and reward programmes, and customer response schemes, as disciplinary technologies applied to govern both employees and customers. Extending the considerations about the disciplinary qualities of the customer service discourse and linking them with the issues of new forms of control as recently debated in the larger field of organization studies, the thesis will identify the processes of imagination, normalization, and subjugation as central to the establishment of a new management doctrine: corporate culturism. This discussion will also reveal the essentially hybrid nature of control under this new doctrine and it will expose the process of managing meaning as fundamental to its constitution and endurance. Respectively, the thesis will identify the hotel studied as an organization that thrives on corporate culturism. As the thesis represents a contribution to the field of (organizational) ethnography, it will - by recurrently reflecting on some of the contemporary debates in the field- implicitly address status and practicability of empirical (ethnographic) research in a postmodern world.Doctor of Philosophy (PhD)
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Lin, Wan-Ru y 林宛儒. "Are bed and breakfast guests willing to pay a premium to experience economy ? A case study on Yu-Chih Township in Nantou County". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/55732966975311296373.
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碩士東海大學
景觀學系
100
With economic development, Taiwan has advanced into a developed society, and experience economy will become future economic pattern. Previous studies on hedonic price mostly predict room prices by characteristics of facilities in B&B or hotels and transportation, while few have explored the characteristics of B&B from “the perspective of experience economy” and calculated the implicit marginal prices of the characteristics. This study aims to explore the characteristics of B&B experience economy and related conditions, and construct the model of B&B hedonic price. This study then estimates implicit marginal prices of the characteristics. The research tools were structural questionnaire and investigation on B&B websites. The questionnaire included characteristics of B&B experience economy, B&B prices, attributes related to tourism and accommodations and basic social and economic attributes. The population was the B&B tourists in Yu-Chih Township in Nantou County. By convenience sampling, the researcher investigated the B&B where the subjects stayed at the night before the interview. A total of 465 questionnaires were distributed, and 404 valid samples were retrieved. Data analyses, including exploratory factor analysis, semi-log multiple regression analysis and estimation of marginal hedonic price, were conducted on 355 samples (double rooms and the suites). According to the results of factor analysis, characteristics of B&B experience economy include goods, emotional exchange, service and experience (escapist, entertainment, esthetic and education); characteristics of the surrounding conditions of B&B refer to recreational attraction, convenient transportation and business activities. As to the investigation on B&B websites, it includes the characteristics of B&B experience economy: goods, service, experience (esthetic, entertainment) and characteristics of surrounding conditions of B&B: recreational attraction and convenient transportation. B&B hedonic price model is constructed according to hedonic price theory. The result of semi-log multiple regression analysis indicated that the overall model is significant (F(22, 322) =43.088, p =.000) and it can explain 72.3% of variance in B&B room price. In characteristics of B&B experience economy, “goods and facilities” (implicit marginal price is NTD 195.62), “esthetics” (NTD 206.02), “lake view” (NTD 349.68), “education” (NTD 114.59) and “facilities of entertainment” (NTD 289.40) can effectively enhance B&B room prices. However, “emotional exchange” (NTD -212.16) will reduce room prices. The reason is that high degree of emotional exchange will lower the privacy, and the tourists cannot fully relax and rest due to interpersonal pressure. Among the characteristics of surrounding conditions of B&B, “the number of scenic spots within 20 minutes driving from B&B” (NTD 91.19) and “the driving time (minute) from B&B to the nearest pier” (NTD -55.98) can effectively increase B&B room prices. It demonstrates that recreational attraction is the important attribute for tourists when selecting B&B. However, when “the driving time (minute) from B&B to the nearest spots” (NTD 56.57) is longer, room prices are higher. It shows that the tourists might suggest that the busy traffic, noisy crowd and air pollution near the famous spots are negative factors for accommodations. However, in current B&B industry of Taiwan, service characteristics do not have significant value-added effects on B&B room prices. It is inferred that the tourists might consider the services as the basic requirement among B&B products. Findings of this study match the partial prediction of Pine and Gilmore (2006) in experience of economic theory. Keywords: experience economy, experience realms, hedonic price, B&B room price
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LIN, CHIA-YIN y 林佳穎. "A Study of Motivation, Experience, and Revisit Intention Among B & B Guests - The Example of Free Individual Travel for Chinese in Hualien and Taitung Area". Thesis, 2016. http://ndltd.ncl.edu.tw/handle/k4c8zv.
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碩士大仁科技大學
休閒事業管理研究所
104
As Taiwan’s tourism industry has experienced robust development in recent years, visitors from China have become a major source of inbound travelers. Compared with Chinese visitors on group tours, independent Chinese visitors have more traveling options. This study investigated how bed and breakfasts (B&Bs) in two counties on the east coast of Taiwan (Hualien and Taitung), where competition for lodgers is intense, can increase competitiveness and provide satisfying lodging services for independent Chinese visitors. The study found that understanding the needs and preferences of tourists and providing them with a memorable loding expereince are crucial to increasing relodging willingness and the number of lodgers. By surveying independent Chinese tourists lodging in B&Bs in Hualien and Taitung, this study examined the relationship between three variables, namely, lodging motivation, lodging experience, and relodging willingness. From March 1 to April 15, 2016, purposive sampling was conducted by distributing 600 questionnaires, of which 368 valid ones were returned for an effective response rate of 61.333%. The results of descriptive statistics, the independent-samples t test, one-way analysis of variance, and path analysis showed that except for sex and marital status, which attained nonsignificant differences in lodging motivation, the remaining demographic variables attained statistical differences in both lodging motivation and lodging experience. In addition, monthly salary was the only demographic variable that exhibited significant difference in relodging willingness. Furthermore, lodging motivation significantly affected lodging experience, which exerted a significant effect on relodging willingness. The research implications of this study can facilitate B&B owners and operators in understanding the lodging needs of independent Chinese visitors, identifying their commercial positioning, and providing more adequate lodging facilities and services to increase lodgers’ trust and satisfaction and optimize commercial opportunities.