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The onsite stage of customer experience in city hotels located in Paris: pre-prepared packages as drivers of guests´ satisfaction
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Orientador(es)
Resumo(s)
The research aims to analyze some important aspects of customer experience in city hotels
visited for leisure purposes. It is divided in three stages: pre-visit, onsite, and post-visit. The
pre-visit part identifies two main types of guest expectations in city hotels, which are
significantly sensitive to different hotel categories. The onsite analysis aims to define the
implication of experience economy on promotional packages to improve guests’ satisfaction
during their stay. The post-visit section assesses the impact of online reviews on customers who
are already loyal to city hotels, showing differences depending on the degree of attitudinal
loyalty.
Descrição
Palavras-chave
City hotels Customer experience Customer satisfaction Expectations Electronic word-of-mouth (ewom) Loyalty Online reviews Promotional packages.