Tourist attitude on luxury hotels
Identifikátory výsledku
Kód výsledku v IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F18%3A63519300" target="_blank" >RIV/70883521:28120/18:63519300 - isvavai.cz</a>
Výsledek na webu
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DOI - Digital Object Identifier
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Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
Tourist attitude on luxury hotels
Popis výsledku v původním jazyce
The study is all about customers experience on the upscale hotels. The hotel industry is complex with particular reasons and opens up new frontiers in research on customer satisfaction. Respectively, customer service is the hotel industry’s backbone that is used to be actual concept of industry itself. No matter the hotel businesses are big or not, a strong service-based philosophy is extremely importance to achieve business success level. The receipt of success in fostering high service quality of luxury hotel is to exhibit to customer that the hotel is serving the best facility they could offer by the best employee performance achievement through the most breathtaking views ever. For most people, hotel or hospitality service means entertaining guests with courtesy and warm, e.g the front desk is the hub of any guest transactions in a hotel to generate customers’ problem-free at the beginning and end of cycle of services; housekeeping service is a vital and integral part of guest experience and satisfaction to being good infection prevention, healthy hygiene and cleanliness for guests, staff and visitors; security staffs maintain, safety and protective feeling for any individuals in a hotel, etc. The impact of these functions should not be under-estimated, but well collaboration and intercommunication to treat in-house guests such a family to absorb the feeling of home-away-from home. Therefore, the hotel’ service quality especially in room division service is critical in shaping guest’ pleasant memories of their stay. Different types of visitor segment regard to customer life cycle have various types of factors in a growth stage, and they unify to performance factors when the products and services mature. The diversity of guest market segments and booking channels have been charged by dynamic price strategy of hotel revenue management to maximize average room rate and occupancy percentage. The main objective of this study is to draw a theoretical framing of elements towards customer satisfaction and brand loyalty on the luxury hotel sector including guest online reviews, rate strategy and hotel website toward customer engagement behaviors through the process of perceived service quality. By integrating multiple marketing effort on brand attitude and customer focused, the multiple levels of customer satisfaction is related to perceptions of guests in order to be very affected in tourist arrivals and competitive performance of contemporary hotel industry. Specially, the conceptual model provides knowledge and recommendation to owners, managers, marketers, and practitioners to be more effective and efficient hotel and tourism management.
Název v anglickém jazyce
Tourist attitude on luxury hotels
Popis výsledku anglicky
The study is all about customers experience on the upscale hotels. The hotel industry is complex with particular reasons and opens up new frontiers in research on customer satisfaction. Respectively, customer service is the hotel industry’s backbone that is used to be actual concept of industry itself. No matter the hotel businesses are big or not, a strong service-based philosophy is extremely importance to achieve business success level. The receipt of success in fostering high service quality of luxury hotel is to exhibit to customer that the hotel is serving the best facility they could offer by the best employee performance achievement through the most breathtaking views ever. For most people, hotel or hospitality service means entertaining guests with courtesy and warm, e.g the front desk is the hub of any guest transactions in a hotel to generate customers’ problem-free at the beginning and end of cycle of services; housekeeping service is a vital and integral part of guest experience and satisfaction to being good infection prevention, healthy hygiene and cleanliness for guests, staff and visitors; security staffs maintain, safety and protective feeling for any individuals in a hotel, etc. The impact of these functions should not be under-estimated, but well collaboration and intercommunication to treat in-house guests such a family to absorb the feeling of home-away-from home. Therefore, the hotel’ service quality especially in room division service is critical in shaping guest’ pleasant memories of their stay. Different types of visitor segment regard to customer life cycle have various types of factors in a growth stage, and they unify to performance factors when the products and services mature. The diversity of guest market segments and booking channels have been charged by dynamic price strategy of hotel revenue management to maximize average room rate and occupancy percentage. The main objective of this study is to draw a theoretical framing of elements towards customer satisfaction and brand loyalty on the luxury hotel sector including guest online reviews, rate strategy and hotel website toward customer engagement behaviors through the process of perceived service quality. By integrating multiple marketing effort on brand attitude and customer focused, the multiple levels of customer satisfaction is related to perceptions of guests in order to be very affected in tourist arrivals and competitive performance of contemporary hotel industry. Specially, the conceptual model provides knowledge and recommendation to owners, managers, marketers, and practitioners to be more effective and efficient hotel and tourism management.
Klasifikace
Druh
D - Stať ve sborníku
CEP obor
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OECD FORD obor
50204 - Business and management
Návaznosti výsledku
Projekt
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Návaznosti
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Ostatní
Rok uplatnění
2018
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název statě ve sborníku
14th Annual International Bata Conference for Ph.D. Students and Young Researchers
ISBN
978-80-7454-730-0
ISSN
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e-ISSN
neuvedeno
Počet stran výsledku
14
Strana od-do
261-275
Název nakladatele
Fakulta managementu a ekonomiky, UTB ve Zlíně
Místo vydání
Zlín
Místo konání akce
Zlín
Datum konání akce
25. 4. 2018
Typ akce podle státní příslušnosti
EUR - Evropská akce
Kód UT WoS článku
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