Guerreiro, SérgioMajor, EuclidesCrestan, Chiara2024-09-202024-09-202023-05-222022-12-16http://hdl.handle.net/10362/172115The 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.engCity hotelsCustomer experienceCustomer satisfactionExpectationsLoyaltyOnline reviewsPromotional packages.The pre-visit stage of customer experience in city hotels: a focus on customers´ expectationsmaster thesis203363965