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The pre-visit stage of customer experience in city hotels: a focus on customers´ expectations
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| 977.4 KB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
The research aims to analyze some important aspects of customer experience in city hotels
visited for leisure purposes, and it focuses on the pre-visit stage of customer experience. The
paper identifies two main types of guest expectations in city hotels, basic and unexpressed
expectations, which are demonstrated to be significantly sensitive to different hotel categories.
Descrição
Palavras-chave
City hotels Customer experience Customer satisfaction Expectations Loyalty Online reviews Promotional packages.