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A comprehensive study to unveil the drivers of loyalty: the role of technology
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.49 MB | Adobe PDF |
Orientador(es)
Resumo(s)
Technology in city hotels is becoming increasingly important to meet guests’ demands and gain
a competitive advantage. Nevertheless, limited literature exists in this respect. Thus, this paper
investigates the impact of technology in enhancing guest experience and satisfaction along the
customer journey, including experience in co-working spaces, given their differentiating
adoption by city hotels. Accordingly, four studies are conducted concerning the role of
technology in marketing, hotel facilities, guest loyalty, and co-working spaces, targeting city
hotels rated three- or four-starts. Both the viewpoints of customers, through online surveys, and
general managers, through focus-group interviews, are utilized. Subsequently, studies’ results
are conjointly resorted to attain the ultimate purpose of this paper to provide hoteliers with
sound recommendations to enhance their business strategy. Findings showed that city hotel
general managers should excel at presenting a personalized service, while optimally balancing
technology self-services and human interactions, and offering differentiating products.
Descrição
Palavras-chave
City hotels Guest loyalty Technological drivers Non-technological drivers