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Lloyd, John. "The Land Rover “Guest experience” marketing concept". Strategy & Leadership 49, n.º 4 (12 de agosto de 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 y Michelle Au Yeung. "Brand prestige and affordable luxury: The role of hotel guest experiences". Journal of Vacation Marketing 26, n.º 2 (15 de octubre de 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 y Joseph Ikechukwu Uduji. "Hotel Guests’ Experience, Satisfaction and Revisit Intentions: An Emerging Market Perspective". April 2021, Volume 10(2) (30 de abril de 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, n.º 21 (29 de diciembre de 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 y Barry O’Mahony. "Designing memorable guest experiences". Journal of Hospitality and Tourism Insights 2, n.º 4 (5 de noviembre de 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 y Andrew Thomas. "Satisfaction, value and intention to return in hotels". International Journal of Contemporary Hospitality Management 28, n.º 11 (14 de noviembre de 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 y Yendo Afgani @ Eusoff. "Guest Satisfaction and Revisit Intention of Muslim Friendly Hotels in Malaysia". International Journal of Engineering & Technology 7, n.º 4.34 (13 de diciembre de 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 y Slobodan Ivanović. "USING THE “LEARN MODEL” TO RESOLVE GUEST COMPLAINTS". Tourism and hospitality management 14, n.º 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 y Katalin Vargáné Csobán. "Guest satisfaction survey at the Aquaticum Debrecen Thermal and Wellness Hotel". Applied Studies in Agribusiness and Commerce 7, n.º 1 (31 de marzo de 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 y 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, n.º 3 (23 de septiembre de 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.
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Caples, Garrett. "The Barbara Guest experience". Women's Studies 30, n.º 1 (febrero de 2001): 123–29. http://dx.doi.org/10.1080/00497878.2001.9979364.
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Susskind, Alex M., K. Michele Kacmar y Carl P. Borchgrevink. "Guest–Server Exchange Model and Performance: The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants". Journal of Hospitality & Tourism Research 42, n.º 1 (20 de diciembre de 2016): 122–41. http://dx.doi.org/10.1177/1096348016683512.
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Using a sample of 51 full-service restaurants from three competing full-service restaurant companies, we extended the research on service process management by connecting the reactions of service-based employees to guests’ satisfaction with their service experience and firm-level performance. We replicated and confirmed previous tests of the existing guest–server exchange model connecting frontline-level employees’ attitudes toward their work as service providers to guests’ satisfaction in the restaurants. Most notably, we extended the guest–server exchange model by including the relationship between guests’ reports of satisfaction with service and firm performance, bringing together three unique sources of data. The findings from the test of our structural equation model revealed that 26% of the variance in firm performance was accounted for by guest satisfaction, showing that organizational policies and support for employees, are connected to a positive service climate, guest satisfaction, and firm performance, measured as sales per available seat in each restaurant.
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Levyda, Levyda. "Have the Guests Perceived Superior Value?" Binus Business Review 8, n.º 3 (30 de noviembre de 2017): 199. http://dx.doi.org/10.21512/bbr.v8i3.3683.
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This research aimed to describe guests’ perceived value by using a multidimensional approach. From previous research, guests’ perceived value consisted of some functional value, emotional value, and social value. Based on guest experience, and functional value consisted of physical evidence, guest room, food and beverage, hotel staff, and price. This research was conducted in four-star hotels in Jakarta. The respondents were the guests who had stayed in four-star hotels. The number of the respondent was 405. The data were obtained by using self-administered questionnaires. This research shows that guests have not perceived superior value. Some of the values and the necessary efforts need to be improved.
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Sharrock, Megan, Miemie Struwig y Wouter Hensens. "The Influence of Sustainable Initiatives on Hotel Guest Experience". April 2021, Volume 10(2) (30 de abril de 2021): 425–40. http://dx.doi.org/10.46222/ajhtl.19770720.109.
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This study investigates the relationship between sustainable initiatives in hotels and their guest experiences by using big data from online guest reviews. Hotel review data of 1 018 938 hotel guest reviews from 23 international destinations were used. Word recognition software was utilised to filter reviews containing comments about sustainable initiatives resulting in a usable database of 903 reviews. Sentiment analysis was then performed to enable the transformation of the variables into 5-point Likert type scales. Using chi-squared tests and Cramer’s V for statistical and practical significance respectively, sustainable initiatives were found to have a statistical significant relationship with each of the eight hotel experience dimensions as well as overall hotel experience. The eight hotel experience dimensions are value, service, location, rooms, food, ambience, facilities and cleanliness. The hypothesis was accepted as there was a statistically significant relationship between sustainable initiatives and the hotel experience dimensions. The results from the comments, provide hotel management and academics with new insight into the relationship between sustainable initiatives in hotels and the hotel guest experience. Sustainable initiatives should be considered as another important dimension of the hotel experience, and big data analysis is effective to analyse guest reviews.
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Lee, Minwoo, Seonjeong (Ally) Lee y Yoon Koh. "Multisensory experience for enhancing hotel guest experience". International Journal of Contemporary Hospitality Management 31, n.º 11 (11 de noviembre de 2019): 4313–37. http://dx.doi.org/10.1108/ijchm-03-2018-0263.
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Purpose This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and business intelligence techniques. Design/methodology/approach Online customer reviews for all New York City hotels were collected from Tripadvisor.com and analyzed through business intelligence and big data analytics techniques including data mining, text analytics, sentiment analysis and regression analysis. Findings The current study identifies the relationship between affective evaluations (i.e. positive affect and negative affect) and customer satisfaction. Research findings also find the negative effect of reviewer’s cognitive effort on satisfaction rating. More importantly, this study demonstrates the moderating role of multisensory experience as an innovative marketing tool on the relationship between affect/cognitive evaluation and customer satisfaction in the hospitality setting. Originality/value This study is the first study to explore the critical role of sensory marketing on hotel guest experience in the context of hotel customer experience and service innovation, based on big data and business intelligence techniques.
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Küster, Inés y Juan J. Pascual. "Non-monetary price perceived in e-peer-to peer accommodation. Airbnb guests’ perspective". Cuadernos de Gestión 21, n.º 1 (11 de enero de 2021): 103–13. http://dx.doi.org/10.5295/cdg.201290ik.
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Price is considered as a key variable in predicting buying behavior. However, few studies have focused on how non-monetary price is affected and can affect other components of the consumer endogenous variables. This paper seeks (1) to analyze the effects of antecedents of behavioural price (past experience, the benefits and risks of peer to peer accommodation services) on the guest perceived price, and (2) to determine the effect of this price and past experience on guest intentions. With a sample of 136 Airbnb guests and the use of SEM, results show that past experience, financial risk, and time risk influence the non-monetary perceived price. This price and past experience affect guest intentions. This paper tries to bridge certain gaps detected in the literature: (1) we propose to extend the two main factors underlined, considering non-monetary costs, (2) this paper focuses on peer consumers because there is a lack of specification in previous studies due to authors have not differentiated users into host or guest when they analyse intentions, (3) previous literature has research in Airbnb prices but not in the factors that affect price, not in behavioural price strategies, and (4) much of the work to date has been qualitative in nature, whereas this study takes a quantitative approach.
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Küster, Inés y Juan J. Pascual. "Non-monetary price perceived in e-peer-to peer accommodation. Airbnb guests’ perspective". Cuadernos de Gestión 21, n.º 1 (11 de enero de 2021): 103–13. http://dx.doi.org/10.5295/cdg.201290ik.
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Price is considered as a key variable in predicting buying behavior. However, few studies have focused on how non-monetary price is affected and can affect other components of the consumer endogenous variables. This paper seeks (1) to analyze the effects of antecedents of behavioural price (past experience, the benefits and risks of peer to peer accommodation services) on the guest perceived price, and (2) to determine the effect of this price and past experience on guest intentions. With a sample of 136 Airbnb guests and the use of SEM, results show that past experience, financial risk, and time risk influence the non-monetary perceived price. This price and past experience affect guest intentions. This paper tries to bridge certain gaps detected in the literature: (1) we propose to extend the two main factors underlined, considering non-monetary costs, (2) this paper focuses on peer consumers because there is a lack of specification in previous studies due to authors have not differentiated users into host or guest when they analyse intentions, (3) previous literature has research in Airbnb prices but not in the factors that affect price, not in behavioural price strategies, and (4) much of the work to date has been qualitative in nature, whereas this study takes a quantitative approach.
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Wiles, Allison y Alleah Crawford. "Network hospitality in the share economy". International Journal of Contemporary Hospitality Management 29, n.º 9 (11 de septiembre de 2017): 2444–63. http://dx.doi.org/10.1108/ijchm-08-2016-0453.
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Purpose The purpose of this study was utilize the experience economy to assess the value of the network hospitality experience for the guest and to develop a better understanding of network hospitality as a unique alternative to traditional lodging. Design/methodology/approach This study used a mixed-methods approach, relying on content analysis and interpretive phenomenological analysis to answer the research questions. Guest reviews of hosts for a lodging-specific network hospitality website were used as the data source for this study. Findings The educational dimension of the experience economy was most represented during network hospitality experiences. Additionally, the factors that create value for network hospitality users include verbal communication, a sense of feeling at home, engagement in entertainment, food and beverage and the functional experience while the spirit of network hospitality, reciprocity and desire for continuation through future intention can have a great impact on the travel and tourism industry. Originality/value This research adds value to the current literature by providing a better understanding of the experience economy at work in network hospitality, primarily education and esthetics. Additionally a better understanding of what factors of the network hospitality experience create value for guests is developed. This work focuses on a fast-growing substitute for traditional lodging and therefore needs to be better understood.
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Keča, Karla y Ivana Ivančić. "THE INFLUENCE OF THE OFFER OF ANIMATION PROGRAMS ON CUSTOMER SATISFACTION AND LOYALTY". DIEM: Dubrovnik International Economic Meeting 7, n.º 1 (febrero de 2022): 80–90. http://dx.doi.org/10.17818/diem/2022/1.9.
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Tourist animation is a combination of services and content aimed at improving the overall experience of the tourist service. The purpose of animation activities is to provide the guest with more than anticipated, to outperform guests’ expectations. The importance and significance of the added value that is provided to guests is increasingly emphasized. This paper was designed to overcome the deficit of research conducted in the field of tourist animation, especially the part related to the influence on customer satisfaction and loyalty. The main purpose of this research was to identify the factors of guest satisfaction that are positively related to the loyalty of guests in the hotel industry in the Republic of Croatia, through a review of the literature and the theory of guest satisfaction. Therefore, an empirical study was conducted in order to examine the impact of animation program offerings on guest satisfaction and loyalty from a manager’s perspective using a qualitative study. From the collected and analyzed data, it is possible to presume that the quality of animation programs, animators, and communication with the guest has a positive effect on guest satisfaction. Also, it has been found that the offer of animation programs affects the return and loyalty of guests. Based on the results obtained at the end of the paper, guidelines for further development in this area are proposed. The contribution of this paper is reflected in the acquisition of new knowledge regarding the impact of animation programs on guest satisfaction and loyalty, with an emphasis on the comprehensiveness of animation programs.
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Whitmore, Joanne Rand. "Voices of experience… Guest editorial". Roeper Review 12, n.º 1 (septiembre de 1989): 4–5. http://dx.doi.org/10.1080/02783198909553223.
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Kobyak, Marina Viktorovna, Elena L’vovna Ilina y Aleksandr Nikolaevich Latkin. "Overview of the best marketing practices of hotel brands during the COVID-19 pandemic". Gostinichnoe delo (Hotel Business), n.º 12 (15 de diciembre de 2021): 15–23. http://dx.doi.org/10.33920/igt-2-2112-02.
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In the article, the experience of hotel brands in organizing timely interaction with guests during the COVID-19 pandemic is reviewed. The authors analyzed the use of original high-tech modern marketing approaches to communication with a guest, which are used by hotel brands, trying, without wasting time, to remain in the spotlight of regular customers and attract new potential guests.
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Milman, Ady y Anita Zehrer. "Exploring visitor experience at a mountain attraction". Journal of Vacation Marketing 24, n.º 2 (12 de febrero de 2017): 172–86. http://dx.doi.org/10.1177/1356766717691805.
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The study explores visitor experience while visiting a mountain attraction in the Alpine region of Tirol, Austria, through participant observations, informal conversations, and photography. A grounded theory approach was adopted to uncover the meaning of visitors’ overall experience and deduct a possible theory that may contribute to a better understanding of visitor experiences at mountain attractions. The data collected from 600 subjects at the attraction’s four stopovers concluded that the visiting experience was a process that involved a blend of events composed of material and human elements. Guest experiences were also practiced on a passive–active continuum, where some of the experiential consumption activities were focused beyond the mountain itself, primarily viewing the landscape and photography. The study affirms the importance of participant observation as a methodological tool to study visitors at a tourist attraction, discusses implications for management, and offers recommendations for enhancing the overall guest experience.
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Zhang, Xiya, M. S. Balaji y Yangyang Jiang. "Robots at your service: value facilitation and value co-creation in restaurants". International Journal of Contemporary Hospitality Management 34, n.º 5 (18 de marzo de 2022): 2004–25. http://dx.doi.org/10.1108/ijchm-10-2021-1262.
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Purpose This paper aims to understand the process of guest-robot value co-creation in the restaurant context. It empirically examines the guest perception of value facilitation by service robots and its impact on guest value co-creation and advocacy intentions. It also investigates the moderating role of interaction comfort in the relationship between service robot value facilitation and guest value co-creation. Design/methodology/approach A mixed-methods approach was adopted. Ten customers who had dined at a service robot restaurant in China were interviewed in the qualitative study, followed by a quantitative study with 252 restaurant patrons to test the relationships between service robot value facilitation, guest value co-creation, interaction comfort and advocacy intentions. Findings Guest perceptions of six robot attributes, including role significance, competence, social presence, warmth, autonomy and adaptability, determine service robot value facilitation. Interaction comfort moderates the influence of service robot value facilitation on guest value co-creation. Additionally, guest value co-creation mediates the effect of service robot value facilitation on advocacy intentions. Research limitations/implications This study offers an understanding of six robot attributes that can improve service robot value facilitation. Nevertheless, the authors collected data from guests who had experience at service robot restaurants. The authors encourage future research to use random sampling methods to ensure study representativeness. Practical implications This study offers strategic guidance for managers to deploy service robots in frontline roles in restaurants and provides important implications for service robot design to improve their facilitating role in the guest value co-creation process. Originality/value This study responds to a recent call for research on the role of service robots in the guest value co-creation experience. Unlike prior studies that focused on the adoption or acceptance of service robots, it examines the role of service robots in the value co-creation process (post-adoption stage). Furthermore, it is one of the early studies to identify and empirically examine the service robot attributes that enable value facilitation and foster value co-creation in guest-robot service encounters.
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Anguera-Torrell, Oriol, Ivan León, Alessandra Cappai y Glòria Sanmartín Antolín Glòria Sanmartín Antolín. "Do ambient scents in hotel guest rooms affect customers’ emotions?" European Journal of Tourism Research 27 (1 de marzo de 2021): 2701. http://dx.doi.org/10.54055/ejtr.v27i.2120.
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The introduction of ambient scents in different business facilities might be an effective strategy to influence customers’ emotions and, ultimately, their experience. Yet, there is scant evidence on the effects of introducing ambient scents in hotels and, particularly, in hotels’ private areas such as the guest rooms. Accordingly, this study aims to analyse the impact on customers’ positive emotions when a pleasant ambient scent is introduced in a hotel guest room. To this end, a randomized control trial was conducted in a real four-star hotel in Barcelona in which two experimental groups (N=99) were invited to enter and experience a scented guest room and an identical but unscented room, respectively. The happiness level and the emotional valence of the experiment’s participants were measured using a facial recognition technique. This methodological strategy represents one of the significant contributions of the study. The results show that, on average, individuals who entered the scented room were happier and had a better emotional state than individuals who entered the unscented room. These results suggest an important managerial implication for hoteliers who can improve the guests’ experience by implementing a non- expensive action and opens an avenue for future studies on scent marketing in hotels.
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Wirakusuma, Reiza Miftah, Anak Agung Anom Samudra y Ni Kadek Sumartini. "Investigating The Impact of Sensory Experience on Budget Hotel Rooms to Maximize Guests Satisfaction". Journal of Business on Hospitality and Tourism 7, n.º 1 (30 de junio de 2021): 171. http://dx.doi.org/10.22334/jbhost.v7i1.284.
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This study aims to investigate the sensory experience from guests who have stayed at a budget hotel in Bandung, West Java Province. Although only offers low prices, simple facilities, and less spacious room, yet a budget hotel has been able to maximize comfort and satisfaction for their guests. Subsequently, the number of budget hotels increase significantly in the past few decades and create different themes for hospitality industry. These themes create unique experience and they are felt by five senses of guests during their visits. The experience is divided into visual, tactile, gustatory, auditory, and olfactory. The method used in this research is a qualitative descriptive analysis from 145 questionnaires which were collected on the field. The results showed that the sensory experience had a dominant impact on guest satisfaction in staying at a budget hotel, especially in tactile and visual.
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SUKSUTDHI, Thanasit y Watsida BOONYANMETHAPORN. "AN EXPLORATORY FACTOR ANALYSIS OF THAINESS EXPERIENCE-CENTRIC SERVICE CONSTRUCTION FOR BOUTIQUE HOTEL GUESTS". GeoJournal of Tourism and Geosites 40, n.º 1 (31 de marzo de 2022): 96–103. http://dx.doi.org/10.30892/gtg.40111-807.
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The COVID-19 outbreak has inevitably impacted the global hotel industry, which will result in a shift from traditional services to personalized and specialized services to reduce the confrontation. This study was to examine the characteristics of Thainess experience-centric service (TECS), based on the perspective of boutique hotel guests during the COVID-19 pandemic, to develop and test scales for measuring TECS, a new component of boutique hotel services in Thailand. The quantitative method was administered. Multi-stage sampling was approached, and questionnaires were used to collect data from 112 self-identified boutique hotel guests via an online survey by Google form to examine the TECS attributes. Exploratory Factor Analysis (EFA) was used to refine the final instrument. The development process results in a reliable and valid TECS feature scale under the perspective of boutique hotel guests. It consists of 28 measurement scales that combine the services of a Thainess experience service, Thai atmosphere value, and Thai hospitality. To investigate attributes of Thainess experience-centric service (TECS) referring to the perspectives of boutique hotel guests to develop and test a scale for measuring the TECS, a new component of boutique hotel services. The quantitative approach was employed by using exploratory factor analysis (EFA). A study of 112 self-identified boutique hotel guests with a multi-stage sampling approach via an online survey by Google form during the COVID-19 pandemic. The TECS attributes under the perspectives of boutique hotel guests consisting of a 28-item measurement scale incorporating Thainess experience service, Thainess atmosphere value, and Thai hospitality. Boutique hotel guests also demonstrated their preferences towards hotel services as well as the basic demographic profiles and characteristics, which are useful for implementing hotel strategy enhancing guests’ satisfaction and exceed their expectations prior to the COVID-19 pandemic. The authors would recommend applying the TECS to refocus its practices to creates the guest experience in the hotel business. This research contributes towards value creation by using the strategy of cultural value in creating high-quality standards and it can create a positive experience and guest’s satisfaction. Hence, the cultural value of each society can be considered for creating the guest experience.
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Hashim, Nurhazirah y Ahasanul Haque. "The Relationship between Service Experience Equity and Guests’ Behavioral Intention at Eco-Resorts: A study using PLS-SEM". Environment-Behaviour Proceedings Journal 2, n.º 6 (7 de noviembre de 2017): 177. http://dx.doi.org/10.21834/e-bpj.v2i6.929.
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Guest experience studies and the consequences towards behavioral intention play a significant role in the success of resort industry. Hence, this study attempts to investigate the relationship between service experience equity and behavioral intention at eco-resorts. This study also aims to discover the new experience and phenomenon of ecotourism particularly in eco-resort setting in Malaysia. The result of the hypotheses is tested using partial least square of structural equation modeling (PLS-SEM) and several conclusions were achieved. Noticeably, the service experience equity perceived by eco-resorts’ guests showed significant influence their behavioral intention in staying at eco-resorts.
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Yu, Yixiu, Xu Li y Tun-Min (Catherine) Jai. "The impact of green experience on customer satisfaction: evidence from TripAdvisor". International Journal of Contemporary Hospitality Management 29, n.º 5 (8 de mayo de 2017): 1340–61. http://dx.doi.org/10.1108/ijchm-07-2015-0371.
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Purpose The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction. Design/methodology/approach A total of 727 green reviews (reviews on green experiences) of the top ten green hotels in the USA were downloaded from TripAdvisor for content analysis. Descriptive statistics and ordinal logistic regressions were then used. Findings Guests have both positive and negative experiences at green hotels. “Energy”, “purchasing” and “education and innovation” are the most frequently discussed green practices. Some guests’ green experiences, such as “guest training”, “energy”, “water”, “purchasing” and “education and innovation”, significantly influence their overall satisfaction with hotels. Compared with basic green practices, advanced green practices tend to have greater impacts on customer satisfaction. Research limitations/implications This study provides insight into guests’ green experiences at hotels and their impact on customer satisfaction. More importantly, this study examines the contribution of different types of green practices to customer satisfaction. As the green hotels examined in this study were not randomly selected, the results should be interpreted with caution. Practical implications Different practices impact customer satisfaction in different ways, so hoteliers should refine their green strategies when they implement these green practices. Originality/value Very few studies have examined the relationship between green practices and customer satisfaction. A gap still exists in specifically what types of green practices affect customer satisfaction and whether different levels of green practices have different impacts on customer satisfaction. This study investigates guests’ actual experiences and fills the above research gap.
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Karakan, Halil İbrahim, Kemal Birdir, Aliye Akin y Adnan Akin. "Phenomenological Research On Guest Couchsurfing Experience". Turyzm/Tourism 31, n.º 2 (3 de diciembre de 2021): 39–63. http://dx.doi.org/10.18778/0867-5856.31.2.03.
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Couchsurfing (CS) is now regarded as an alternative platform that reflects changes in tourist accommodation preferences. The CS platform, based on the sharing economy, offers an opportunity to give various tourist experiences to travelers, as well as accommodation. This study aims to provide information about the travel motivations, prejudices, risk perceptions and experiences of CS guests. It has original value for the relevant literature, as it delves deeply into CS guests using a phenomenological approach. The present results show that the desire to sightsee new places, meet new people and recognize different cultures has motivated the participants. The study found that although most of the participants did not have prejudices or risk perceptions, CS first timers did. It has also been observed that participants are highly satisfied with their CS experiences and intend to take part in CS activities again.
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Magyar, Márton. "A survey on tourism experiences by Hungarian travellers: towards guest satisfaction". Applied Studies in Agribusiness and Commerce 7, n.º 1 (31 de marzo de 2013): 73–76. http://dx.doi.org/10.19041/apstract/2013/1/13.
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In the 21st century experiences got great significance in the every-day life and in tourism as well. Human popularity can achieve very good and happy moments e.g. by shopping (complex experience in shopping centres) by common spare time activities in the nature and in towns, also by having vacation at a special destination. Animation/entertainment is a sphere of hotel services that is to help the guests sparing their free time on holidays in a good atmosphere, by providing experienceful programs. Good memories of a tourism service can make guests satisfied and build a returning clientele sphere. That is why it is awaited to map the (potential) guests’ expectations and observations of services. This paper discusses Hungarian tourists’ experiences conducted in Hungary aiming to reveal the need for professional services focusing on the not-so-spread area, Animation. The experiential dimensions of every-day life and tourism was studied by an own-edited questionnaire (N = 1000) in the half-year period of 1st August 2010 – 31st January 2011. This study was extended by quality of life since summer 2011 and I am going to compare the results of these two surveys with the aim of development suggestions in order to achieve a main level of guest satisfaction and a loyal sphere of clientele.
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Sunarti, Sri. "MANAJEMEN PSIKOLOGI PELAYANAN DAN HOSPITALITY DALAM PENINGKATAN WISATAWAN MANCANEGARA". Tulisan Ilmiah Pariwisata (TULIP) 3, n.º 1 (1 de julio de 2020): 35. http://dx.doi.org/10.31314/tulip.3.1.35-41.2020.
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The purpose of this study is to analyze the form of psychological management in service and hospitality to increase foreign tourists in love island tourism, Boalemo district, Gorontalo province. In this study, researchers used descriptive qualitative research methods. The results show that the existence of the hospitality industry has a positive impact on the growth of the number of foreign tourists and has an impact on increasing income for the people of Boalemo Regency. And quality services and according to guest needs can have an impact on guest satisfaction levels. The level of guest satisfaction with the quality of service provided is a comprehensive assessment of the superiority of a service related to facilities, services, and good employee responses, can give a good impression or experience for guests, so that it can create a sense of trust and loyalty.
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Thompson, Marc R. y Jonna K. Vuoskoski. "Guest Editors' Introduction: Music as Embodied Experience". Human Technology 16, n.º 3 (30 de noviembre de 2020): 227–32. http://dx.doi.org/10.17011/ht/urn.202011256763.
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Technology has impacted music’s role in contemporary society in extraordinary ways. In addition to how people use music for professional and artistic pursuits, technology has opened a wide variety of new avenues for research and application, particularly as a reliable therapeutic and salutogenic tool. Recently, a useful framework for studying this shifting perspective surrounding musical experience has emerged: embodied music cognition, which conceptualizes the body as being at the center of music experiences. The papers in this thematic issue highlight how music technologies have matured to the point where they affect the way music is created, performed, enjoyed, and researched.
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Sinnerbrink, Robert. "Guest Editor's Introduction". Projections 13, n.º 2 (1 de junio de 2019): 1–19. http://dx.doi.org/10.3167/proj.2019.130201.
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Since the early 1990s, phenomenology and cognitivism have become influential strands of inquiry in film theory. Phenomenological approaches remain focused on descriptive accounts of the embodied subject’s experiential engagement with film, whereas cognitivist approaches attempt to provide explanatory accounts in order to theorize cognitively relevant aspects of our experience of movies. Both approaches, however, are faced with certain challenges. Phenomenology remains a descriptive theory that turns speculative once it ventures to “explain” the phenomena upon which it focuses. Cognitivism deploys naturalistic explanatory theories that can risk reductively distorting the phenomena upon which it focuses by not having an adequate phenomenology of subjective experience. Phenomenology and cognitivism could work together, I suggest, to ground a pluralistic philosophy of film that is both descriptively rich and theoretically productive. From this perspective, we would be better placed to integrate the cultural and historical horizons of meaning that mediate our subjective experience of cinema.
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AYDIN, Serhat y Emin Cihan DUYAN. "Post-modern Tanrı Misafiri: Couchsurfing Deneyim Süreci". Journal of Economy Culture and Society, n.º 60 (30 de diciembre de 2019): 227–43. http://dx.doi.org/10.26650/jecs2019-0003.
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Galičić, Vlado. "GUEST SATISFACTION MANAGEMENT IN THE CATERING INDUSTRY". Tourism and hospitality management 8, n.º 1-2 (23 de mayo de 2017): 93–103. http://dx.doi.org/10.20867/thm.8.1-2.9.
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The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of service preparation and rendering, or any one of its components, but also the organisation of operation within the catering establishment. An indolent and negligent attitude of the caterer regarding such complaints is very irritating to guests of catering establishments, and as a rule, is the reason such guests turn to the competition. In principle, guests that are lodging a complaint do not necessarily have a negative attitude towards a given catering establishment. Most guests will not lodge a formal complaint, but will simply leave the restaurant when something is not to their liking, never to return again. Instead, they will frequent the establishment of the competition. The purpose of this paper is to explain how the objections and formal complaints made by guests can be used to enhance their loyalty towards a certain catering establishment or service. Namely, having witnessed a satisfactory solution to a complaint, the guest will pass this favourable experience on to others. The major part of this paper is based on the results of studies into the Complaint Books of one hundred catering establishments on the Opatija Riviera during the year 2001, and in the first nine months of 2002.
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Beldona, Srikanth, Zvi Schwartz y Xian Zhang. "Evaluating hotel guest technologies: does home matter?" International Journal of Contemporary Hospitality Management 30, n.º 5 (14 de mayo de 2018): 2327–42. http://dx.doi.org/10.1108/ijchm-03-2017-0148.
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PurposeWith the advent of the smart home, where connectivity is facilitated by the internet of things, the provision of guest technologies in hotel service delivery has acquired greater significance. This ubiquity of technology implies that hotels need to view their technological offerings as facilitating guest’s broader lifestyles, and not just services in isolated spaces. This study aims to examine the role of “home” as a socio-technological unit, and how customers’ ownership of technologies at home affects evaluations of guest technologies at hotels.Design/methodology/approachData are collected from a sample of US lodging consumers using Amazon’s Mechanical Turk. Partial least squares, which is a component-based structural equation modeling technique with SmartPLS 3.2, is used to test the hypotheses and meet the study’s objectives.FindingsThe findings show that hotel guest technologies should be of a higher standard than those at home, for guests to be satisfied with them. This relationship was robust across all hotel types, and both leisure and business visitation. Also, satisfaction with guest technologies has a relatively stronger impact on customer satisfaction in mid-scale and economy hotels compared to that in upscale and luxury hotels.Research limitations/implicationsBy empirically validating “home” as a frame of reference in the evaluations of hospitality experiences, it opens up the potential for future research to study how home affects the evaluation of the hospitality experience as a whole.Practical implicationsHotels need to identify viable technologies that have the potential to become mainstream, and be ahead of customers in the technology adoption curve.Originality/valueThis study is the first to look at home as a conceptual entity that is integral to hospitality using a socio-psychological lens, and evaluates its impact on evaluations of guest technologies at hotels.
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Cook, Michael L. "The African Experience of Jesus". Theological Studies 70, n.º 3 (septiembre de 2009): 668–92. http://dx.doi.org/10.1177/004056390907000307.
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The article explores the African experience of Jesus in an objective and subjective sense. Under the rubrics of missionary, biblical, and independent experience, how Africans have experienced Jesus centers on the question whether and how Jesus can be said to have moved from being a stranger or guest to being kin and finally host. How Jesus has experienced Africa is a matter of the “paschal imagination” perceived as the re-creation and transformation of human life, the esthetic celebration of life, and the need for a socially responsible church.
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Theriot, Matthew. "From the Guest Editor". Journal of Baccalaureate Social Work 18, Supplement 1 (1 de enero de 2013): ix—xii. http://dx.doi.org/10.18084/basw.18.suppl-1.k0701187532631k8.
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Welcome to this special issue, Educating Millennial BSW Students: Innovative Teaching for the New Generation of Social Workers. It has been an honor to serve as the guest editor, and the experience has been both exciting and rewarding. The idea for this special issue evolved from my own experiences and observations in the classroom. The past 10 years have been a time of tremendous change for higher education. Students have changed, the learning environment has changed, and social work educators need to change, too. Our approaches to social work education need to be responsive to the changes around us so we can continue to effectively and meaningfully train the next generation of professional social workers.
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Souza, Luis Henrique, Elisabeth Kastenholz, Maria de Lourdes Azevedo Barbosa y Mariana Sousa e. Silva Cabral Carvalho. "Tourist experience, perceived authenticity, place attachment and loyalty when staying in a peer-to-peer accommodation". International Journal of Tourism Cities 6, n.º 1 (20 de noviembre de 2019): 27–52. http://dx.doi.org/10.1108/ijtc-03-2019-0042.
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Purpose The emergence of peer-to-peer accommodation (P2PA) introduces new values and meanings to the hospitality experience. Focusing on the diverse dimensions of the tourist experience, the purpose of this paper is to identify and assess the relative importance of the main dimensions of guests’ P2PA experience and its relationships with perception of authenticity, place attachment and loyalty to both the visited destination and the P2PA. Design/methodology/approach A qualitative netnographic approach with content analysis permitted the analysis of 250 reviews taken from the Airbnb platform, specifically focusing on P2PAs where guests stay with hosts in the same space. Findings The results of the study suggest that guests’ P2PA experiences are particularly influenced by the experience dimensions “aesthetic/sense”, “relate/social interaction”, “escape”, “act” and “feel”. P2PA experiences also result in loyalty intentions, to both the visited destination and the particular P2PA. The dimensions “aesthetic/sense”, “relate/social interaction” and “escape” stand out as most influential in determining perceived authenticity. In turn, place attachment is most influenced by the dimensions “feel” and “relate/social interaction”. Research limitations/implications Limitations of this research need to be acknowledged: the P2PA guest experience is explored from the restricted perspective of online reviews using passive netnography. Therefore, some criteria of data collection, for instance, gathering only reviews written in English and with more than 80 words, may be limitative in a more comprehensive assessment of the P2PA experience. Another point is, although P2PA platforms such as Airbnb encourage their guests to review the experience, some people are not inclined to do so; therefore, the published reviews may not reflect all possible experiences at these accommodations inclined to do so; therefore, the published reviews may not reflect all possible experiences at these accommodations. Originality/value This study suggests a comprehensive analytical framework for assessing the “holistic multidimensional tourist experience”, integrating Pine and Gilmore’s (1999) and Schmitt’s (1999) approaches, thus deepening the conceptual and methodological debate on the tourist experience. It further contributes to a better understanding of the dimensionality of the tourist experience in the context of shared accommodation. The dimensions under analysis and their association with perceived authenticity, loyalty and place attachment are both of theoretical and practical interest, suggesting approaches to improve the P2PA experience as well as the image and success of the destinations where these units are located.
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Bilgihan, Anil, Scott Smith, Peter Ricci y Milos Bujisic. "Hotel guest preferences of in-room technology amenities". Journal of Hospitality and Tourism Technology 7, n.º 2 (3 de mayo de 2016): 118–34. http://dx.doi.org/10.1108/jhtt-02-2016-0008.
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Purpose Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room revenues. Innovative technologies will be one of the prime differentiators of hotel companies in the twenty-first century. However, it is important for hoteliers to answer questions such as which technology amenities do their guests desire when choosing overnight accommodations? Further, what are the importance levels assigned by guests of these various technology amenities? This study aims to answer the question of how leisure travelers may differ or be similar to business travelers with regard to in-room technology amenities. Design/methodology/approach The target population of this study consisted of 2,500 US residents whose email addresses were randomly drawn from a national database company. A series of t-tests and ANOVA were conducted to answer the research questions. Findings High-speed internet access and guest device connectivity were perceived more important by business travelers than by leisure travelers. Research limitations/implications Recognizing guests’ technology needs and answering those needs are important for hotel operators to remain competitive. While some segments perceive more value in certain technologies, for others it might be an indifferent amenity. Practical implications The amount of time guests spend in their rooms directly correlates to increased revenues from in-room dining, in-room amenities offered and, in general, all pay-for-use products and services such as the internet and movies. Therefore, with the right assortment and offering of technology amenities, hotels will increase their revenues from these ancillary revenues. Moreover, a hotel property with the right mixture of desired in-room amenities and services can charge higher rates for their guestroom sales. Originality/value The results of this study provide insights into the changing attitudes toward in-room entertainment technology that many hotel developers should take note of.
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Lehto, Xinran, Dori Davari y Soona Park. "Transforming the guest–host relationship: a convivial tourism approach". International Journal of Tourism Cities 6, n.º 4 (2 de septiembre de 2020): 1069–88. http://dx.doi.org/10.1108/ijtc-06-2020-0121.
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Purpose This study aims to provide a fresh perspective toward understanding the forces that exist in the guest-host dynamic and thereby contribute to the guest–host relationship literature. Design/methodology/approach This study examines guest–host relationship via the philosophical lens of convivialism. Findings This study conceptualizes conviviality in the guest–host relationship. A convivial guest–host relationship is characterized by well-being mutuality and hospitality mutuality. Such a relation can be built when the guest and the host form a tri-party of coalitions, namely, economic, experience and hospitality. While an economic coalition represents the pragmatic value in a guest–host relationship, an experience coalition represents an experiential value in a guest–host relationship. A hospitality coalition then represents the spiritual alliance in such a relationship. Practical implications This paper suggests that tourism development should be guided by a conviviality vision. Health and well-being of both the visitors and the destination community should be a goal priority. This paper suggests that the starting point of experience planning is the residents, not the visitors. The critical role of hospitality in formulating market communication strategies is emphasized. Social implications This study contributes to the larger conversation of diversity and sustainability. Originality/value This study proposes a convivial tourism model – a form of tourism that is oriented toward mutuality of hospitality and well-being of both visitors and destination communities.
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Meixner, Britta, Rene Kaiser, Joscha Jäger, Wei Tsang Ooi y Harald Kosch. "Guest Editorial: Interactive Media: Technology and Experience". Multimedia Tools and Applications 76, n.º 4 (febrero de 2017): 5505–9. http://dx.doi.org/10.1007/s11042-016-4307-0.
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DeLellis, Anthony J. "Guest Editorial: Respect in the Perinatal Experience". Journal of Perinatal Education 9, n.º 4 (1 de octubre de 2000): 8–12. http://dx.doi.org/10.1624/105812400x87842.
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Kin, Yeo Gee y David Crookall. "Guest Editorial: Asian Experience in Simulation/Gaming". Simulation & Gaming 34, n.º 3 (septiembre de 2003): 339–41. http://dx.doi.org/10.1177/10468781030343003.
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Fu, Xiaoxiao, Maneenuch Tanyatanaboon y Xinran Y. Lehto. "Conceptualizing transformative guest experience at retreat centers". International Journal of Hospitality Management 49 (agosto de 2015): 83–92. http://dx.doi.org/10.1016/j.ijhm.2015.06.004.
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Infante Mora, Eva, Davydd J. Greenwood y Melina Ivanchikova. "Guest editorial". Learning and Teaching 12, n.º 3 (1 de diciembre de 2019): vii—viii. http://dx.doi.org/10.3167/latiss.2019.120301.
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This special issue is devoted to a study of an action research-based reform of a US university study abroad programme to make it a genuine intercultural immersion experience. The four-year collaborative reform process combined participatory organisational redesign, the development of a comprehensive active learning approach and the teaching of intercultural competence through ethnographic immersion and community engagement in Seville, Spain. The case is an example of the development of intercultural competencies through guided behavioural change, of action research to reform higher education programmes and of active learning combined with formative and summative evaluation. The reader will learn about the experiences of the staff, faculty and mentors in the Consortium for Advanced Studies Abroad (CASA)-Sevilla study abroad programme and those of the sponsoring US universities as they together achieved a fundamental reform of a decades-old study abroad immersion programme. This special issue has many authors because this was a collaborative action-research project with continuous group work and brainstorming. The authors’ names are placed in the sections where the authorship is clear, but, as befits a collaboration, many of the ideas are the result of the combined thinking of all the authors. Authorship of the various sections has been allocated mainly to clarify for readers the most relevant author to contact to learn more about particular dimensions of the process. The guest editors took on the editorial duties on behalf of this larger group.
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Mohammed Shobri, Nor Diyana y Lennora Putit. "Building Guest Loyalty: The Role of Guest Based Brand Equity and Guest Experience in Resort Hotel Industry". Advanced Science Letters 21, n.º 5 (1 de mayo de 2015): 1605–9. http://dx.doi.org/10.1166/asl.2015.6116.
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MILLS, JANET y HILARY MOORE. "Guest Editorial". British Journal of Music Education 22, n.º 3 (21 de octubre de 2005): 195–97. http://dx.doi.org/10.1017/s026505170500656x.
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The new millennium has brought a number of research articles and books that relate to instrumental (including vocal) teaching in higher education (Hunter & Russ, 2000; Jørgensen, 2000, 2001; Ritterman, 2000; Davidson & Da Costa Coimbra, 2001; Davidson & Good, 2002; Froehlich, 2002; Mills, 2002, 2004a, 2004b, 2005, in press; Nerland & Hanken, 2002; Nielsen, 2002; Federation of British Conservatoires 2003; Kokotsaki & Davidson, 2003; Mills & Smith, 2003; Mills et al., 2004; Burt & Mills, in press). Many of these publications have been written, at least to some extent, from a distance. The researchers have looked at instrumental teaching in higher education from their experience of schools, ‘academic’ teaching in universities or institutional management, for example, and have set their research questions, and sought the answers to these questions, accordingly.
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Hsieh, Yu-Chin Jerrie, Zui Chih Lee y Ping Yin. "Wine attractions at hotels: study of online reviews". International Journal of Wine Business Research 31, n.º 1 (11 de marzo de 2019): 89–108. http://dx.doi.org/10.1108/ijwbr-05-2018-0020.
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Purpose The purpose of this study is to delineate the role of wine at hotels from the customer’s perspective by analyzing New York City hotel reviews posted on TripAdvisor. Design/methodology/approach This study used content analysis to study 26,831 wine-relevant reviews that had been posted on TripAdvisor’s New York City hotels by April 12, 2018. Two trained coders quantified and tallied the presence of themes based on the pre-established coding scheme. Findings Wine was mentioned in the online reviews in expressing positive, negative or neutral hotel experiences. Of the 877,616 New York City hotel reviews, about 3 per cent contained the keyword “wine.” The three most frequently mentioned wine-related positive experiences were free happy hours, a surprise bottle of complimentary wine and the fun of pairing food and wine. The top three wine-related negative experiences were pricey/expensive/overpriced wine, poor wine list and poor quality of wine. The study found that hotel guests liked wine and that it had become a significant aspect of their lodging experience. Originality/value This study adds value to the literature of hotel wines by divulging hotel customers’ wine-related experiences through their online comments and by providing a snapshot of hotel guests’ wine-drinking behavior. The findings can provide an insight for hotels to further the use of wine as a means to enhance guest experience and to generate additional revenue.
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Torres, Arnelyn M. y Marlon D. Sipe. "Hospitality Service Innovation: KLEEDing an Outstanding Guest Experience". Journal of Next-generation Convergence Information Services Technology 9, n.º 2 (30 de junio de 2020): 149–62. http://dx.doi.org/10.29056/jncist.2020.06.05.
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